I spend too much time pointing out the shortcomings of modern technology. Thereʼs a reason that Tech and Fail are among my most populated blathr tags.
Today, however, Iʼd like to point out what, on the surface, looks like a tech success story. But at a deeper level is the success of a traditional brick-and-mortar retailer to adapt to changes in society in order to — literally — deliver better than a tech company did.
It started a couple of days ago, when I ordered something medical from Amazon.com. In general, I donʼt buy anything that goes on or in a living being from Amazon. Between counterfeits, people selling used items as new, and a constantly-growing list of other reasons, relying on Amazon just isnʼt safe anymore. When your company canʼt even prevent selling bogus copies of books, you have a problem.
In this case, however, I ordered from Amazon because the medical thing I needed was not available from any of the CVS or Walgreens stores that I can reach, and purchasing from Walmart meant waiting two to three weeks for delivery. Walmart used to be safer than Amazon, but has recently decided to trod the same road to unreliability by embracing unknown, unverified, and dubious independent sellers.
What Amazon delivered was clearly not suitable. Instead of being in branded packaging, the item was in a Zip-Loc bag. Legitimate medical items arenʼt packaged in consumer baggies. Legitimate medical items are also not labeled by hand in ball-point pen. And they also donʼt spill their contents during shipping, unless they are seriously mishandled. The box that the item arrived in was in fine shape, and the medical item sufficiently padded.
Exasperated, I went to the CVS web site to see if perhaps the item was back in stock my local store. The CVS web site would not function. So I tried Walgreens. Except, this time instead of specifying a store that I can get to easily by train, I let the Walgreens web site pick one. And it did a splendid job.
The item I needed was in stock at a Walgreens in an area I would never think to travel to. So I put two in my cart, selected “Same day delivery” and went back to reading my New York Times.
Before I could finish the International section, there was a guy dropping a paper bag on my doorstep.
I checked my e-mail and found that the time from when I placed my order online until Walgreens notified me that my order was ready to be delivered was four minutes. Four minutes. It was picked up minutes after that, and delivered to me straight away.
The total time from when I placed the order to when I received my Walgreens order was 22 minutes. For an item that I couldn't get at a drug store near me, and that Amazon sent a counterfeit of.
Yes, I had to pay $3.99 for the delivery. But the item was a dollar cheaper at Walgreens than at Amazon, and I ordered two of them. So the cost difference was $1.99. More importantly — I got what I paid for.
Walgreens is better than Amazon. Man bites dog. The sky is green. Everything the tech bubble has been preaching about the death of brick-and-mortar is wrong.