EBay Vs Amazon

The ongoing battle of Amazon vs. EBay is a perfect example of proactive, strategic planning needed to adapt to an ever-changing business environment while adjusting to internal and external customer needs. From years of personal experiences, Amazon has been more receptive to complaints and is more responsive to inquiries and complaints than EBay. Shipping is an example.

One experience, I waited two weeks only to find out that the seller had not shipped; expecting the product according to the shipping paid for. There were other misleading shipping claims where the seller offered 3rd or 2nd day shipping only to discover that it would take them 5 days to "process" and ship the order.

The item purchased was shipped by an independent truck operator driving a full sized tractor trailer which would never make it down any street in this neighborhood. The driver expected me to drive some miles to meet him to off-load the item and bring it home.

The seller never indicated shipment by freight. Also, EBay took about a week to respond to complaints about the seller. Trying to find a direct email link to the appropriate department was difficult. Payments made through the EBay site using PayPal could not be cancelled from Ebay.

Out of frustration, I began to play a similar game. Many vendors sell the same items at different prices, different shipping options, etc. I would bid on a number of them pay for the best deal. Needless to say, that tactic did not last too long since I have been barred but I don't miss it one bit.

They do little to protect the buyer or seller. As one blogger/seller puts it, "buyers and sellers are guilty until proven innocent" (TheBrewsNews.com). Not everyone has bad experiences with Ebay, but this is one example of the differences between Ebay and Amazon and one reason why Amazon has overtaken EBay as a preeminent Internet retailer.

Another area where EBay is caught short compared to Amazon in marketing. Instead of focusing on customer needs and a quickly changing environment, they focused primarily on "operating margins." They had the opportunity to adjust and grow with a larger, loyal following but did not while Amazon, who continually responds to the environment, internal and external needs, surged ahead. They are an organic organization. Advertising Age has an enlightening article detailing the marketing differences between Amazon and EBay.

TheBREWSNEWS.com, The Chargeback Processes, May 15, 2009,http://thebrewsnews.com/2009/05/15/chargeback-processes-amazon-vs-ebay-and-paypal/

Klaassen, Abbey, Amazon vs. EBay: Who's the Online Sales King?, A Tale of the Tape, Fed. 9, 2009, http://adage.com/digital/article?article_id=134401