Amazon Fail 2.0

  • The product arrived defective twice in a row.
  • The packaging was not adequate.
  • The experience and Amazon response subpar.

The Coronavirus pandemic is one of the main factors driving the customers to shop online. The convenience, lockdowns, and safety measures make online platforms a necessity for items including pet products. Last month I placed an order for the Okokat cat litter. However, when I opened the box, a saw dust cloud covered the whole area and it made me cough.

The Okocat litter formerly manufactured in Germany and now manufactured in the USA.

At that time, I contacted Amazon customer service, and the suppliers, and found out the batch was faulty due to switching the manufacturing from Germany to the US.

There was an issue with the raw material sourcing. The Amazon customer manager advised that the batch would be pulled from the Amazon marketplace until the replacement batch arrived.

This month, I decided to give Okokat another try. The packaging differed from the previous one on the website. Hence, I believed this was a new batch. I placed an order on the Amazon website along with some other items.

The order arrived on February 7th, within the two-day guaranteed delivery. Upon opening the box, I realized that my gastronomy item was packaged in the same box as the cat litter. Needless to say, that is not what one expects to get.

However, upon opening the cat litter box, the dust continued, and actually close to half of the litter was again some kind of saw dust. The litter is supposed to be large pellets that are supposedly 99.9% dust free. Of course, the bathroom needed to be cleaned again due to the dust and the product being subpar.

Immediately, I called Amazon customer service. First, I needed the refund on my gastronomy item, as I couldn’t consume it. It had a strong odor of the cat litter. I was on the phone for about five minutes and was able to have a refund issued with an apology and was told the issue will be escalated.

However, I had to make a second separate phone call to discuss the litter issue. The wait was reasonable, upon the discussion with the Amazon customer service rep, I advised that I would not be purchasing pet products from Amazon marketplace.

The cat litter ordered on Amazon.

Previously, I also received expired dry pet food and damaged wet food as well. The agent processed the refund, but there was no additional credit given for the repeated experience with the product.

I was told the product will have to be reviewed again by their quality assurance team. At the end, the time spent on the phone, and placing an order for the convenience, resulted in extra time spent. I would have to go to the brick and mortar store in order to purchase the replacement item.

At this point, I think focusing on smaller e-commerce platforms perhaps is best, where at least the faulty batches with poor packaging choices can be avoided.

Christina Kitova

I spent most of my professional life in finance, insurance risk management litigation.

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