> Is that an issue with the store concept, or an issue with not making it clear to users that it’s a non standard drop off location?
It's a flaw with how Amazon communicated drop off locations for returns.
You would say, "I want to return this." And they would respond with, "Take it here!" no additional information about having to have an app.
If you take a return to The UPS Store, for example, you just bring the item you're returning and a little QR / UPC code they scan and you're done.
If you take a return to the Amazon store... they won't even let you get to the point where you can return without having an app on your phone. It was annoying.
Especially if you were taking someone else's package back with your own. Or... more accurately, returning something for your girlfriend since she bought 3 tops with the intent of only keeping one and had to do a return like every 3 days because of her shopping habits. And she just assumed it worked the same as returns at The UPS Store... and then when you got there to drop off the package you couldn't even sign in as her. Ha.
I feel the original posters frustration around this. For a company that has always said, "It's all about the customer experience..." it was REALLY BAD customer experience. And, because it wasn't me setting up the original returns, I got sent to the dumb little "make you log in before you can enter" store a few times by mistake.
It's a flaw with how Amazon communicated drop off locations for returns.
You would say, "I want to return this." And they would respond with, "Take it here!" no additional information about having to have an app.
If you take a return to The UPS Store, for example, you just bring the item you're returning and a little QR / UPC code they scan and you're done.
If you take a return to the Amazon store... they won't even let you get to the point where you can return without having an app on your phone. It was annoying.
Especially if you were taking someone else's package back with your own. Or... more accurately, returning something for your girlfriend since she bought 3 tops with the intent of only keeping one and had to do a return like every 3 days because of her shopping habits. And she just assumed it worked the same as returns at The UPS Store... and then when you got there to drop off the package you couldn't even sign in as her. Ha.
I feel the original posters frustration around this. For a company that has always said, "It's all about the customer experience..." it was REALLY BAD customer experience. And, because it wasn't me setting up the original returns, I got sent to the dumb little "make you log in before you can enter" store a few times by mistake.