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上周四为了送人在卓越买了块西铁城的表,当时卓越的订单时间预测显示要4天才能发货,我以为表在上海仓/广州仓或是虚库需要调拨,于是我就选了工作日公司地址收货。没想到周五下午卓越就显示发货了,周六上午到达3PL快递公司,在快递公司呆了2天后,于今天(周一)下午送到我公司,当快递员把包装盒交给我的时候感觉很轻,我还开玩笑说不会是空盒吧,打开一看,果然是空盒,只有发货单/发票和塑料泡沫。。。当时我和配送员都囧到石化掉。给卓越客服打电话,客服给出的解决方案是拒收,快递员记录客服姓名和工单后离开。本来我是货到付款也没损失什么,最多是心情和几天时间,可问题是****我下完单后那表就没货了,而我就看上了那块表。。。。。。

在这里,我要BS伟大的亚马逊的儿子卓越亚马逊:

1.小1000元的表,明显是高值商品,为什么不安排卓配配送(我买20块钱的书倒是卓配送的),如果是卓配送货就是空盒卓越也好查清责任,是仓库出货流程丢的还是卓配送货流程丢的。把高值商品交给3PL配送,卓越的控制力基本没有,事后也很难查清谁的责任,卓越为了不承担损失必然要求3PL赔偿,可怜的3PL每单收卓越5元,一下200单白送了。另外高值商品用户更愿意刷卡,卓配带移动POS而3PL没有,为了用户更方便高值商品也应该由卓配配送。

2.卓越的订单时间预测系统不靠谱,如果预测时间靠谱我就选周末在家收货了,订单也不用在3PL那呆2天,减少了丢货的几率。卓越那玩意如果是为了把时间延长降低用户期望值,好吧,搞到自己了吧;如果就是库房处理调拨预测不准确,那TM还真不如当当那样不用节点算法用大概估计。

3.伟大的卓越呼叫中心,在我万般焦急的时候让我听一段将近一分钟的BLABLA废话自动语音才转人工。为了降低呼入率减少座席压力而让用户听“哪些哪些功能可以在账户中心操作查询”也太烂了,整体呼入比例里一定是老用户多吧,老用户大都清楚哪些功能可以自助完成吧,就是因为完成不了才需要电话客服帮助。为了少量“无知”的新用户知道卓越哪些功能可以自助完成让大量老用户的体验不好,这样是不是有问题?能不能做的个性点根据呼入电话号码判断是老用户还是新用户,系统没有记录的号码再放BLABLA是不是更好。

4.对高值商品的包装很烂,就一个很小很破的卓越包装盒,可卓越明明有好的包装盒,我同事在卓越买不到100元的迪士尼手表送来的时候包装就很好。为什么我的1000元的表比100元的表包装差那么多?别告诉我是把高值商品伪装的很便宜,好吧,没起作用,它还是丢了。

很诡异的是,再在卓越上看,同款表的蓝色表盘突然有货了(之前没货),我看上的白色表盘还是没货,诡异的卓越WMS。于是退而求其次下单蓝色表盘款,特意在配送留言注明要求卓配配送,如果不是卓配送来或还是空盒,只能说卓越的订单配送留言形同虚设,我又一次被卓越打败了。

老TM嚷嚷要想普及网上购物就要先普及在线支付,就这样的物流环境普及个P啊。


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