My new phone was delivered today. I checked the box to make sure it was the correct model for the US and it was. Opened it and found that they sent me the black model instead of the blue one. Seriously? I'm going to keep it regardless but it pisses me off that Amazon can screw up something so simple.
It's easier to screw up than you would think... If it's a sold by and shipped by Amazon item, the usual process is this...
We get 500 of an item, and 500 of another item, two different styles of the same item. Someone else prints 1000 B00 labels, of only the first item, gives it to a processor. The processor *should* check each and every item they touch, but they have an hourly quota they must meet, otherwise they risk an *** raping by management.
Fast forward, now you have a stower that must stow all 1000 items in a certain amount of time, those items are supposed to go in a certain order, but the items have all been mixed together in totes. There isn't really any way to tell what is what for them.
Next comes the picker, they again, have a quota to meet. The screen shows the image you see, but they can't open the box to check and verify, they only have a box with a few words on it and have to go on to the next item.
The item is now at ship, where every package is weighed, things with incorrect weight should get kicked out for investigation, but remember, its two items that only have a differing color, so it passes and goes to the customer.
Customer becomes irate as someone at the start of the chain screwed up.
Curious, did either of your items have a B00, or just the UPC/EAN? If B00, see if someone put the wrong B00 on the box, if it's a UPC/EAN only item, see if the UPC/EAN matches. Because there's no way our system lets us scan the wrong barcode and send it on, we get a literal stop that forces us to escalate to another level of processing. Whether that level passes the item on or not is up in the air.
If it's a Sold By (Insert third party) item, and shipped by Amazon, we can't really verify anything and can only go by what the third party tells us, that's one of the areas that causes the most issues.
BTW, Trotter, check your account to make sure that the support agent didn't issue an RMA...