Why I cancelled my Amazon Prime account

I cancelled my Amazon Prime account earlier this week, and until working conditions for their employees improve, I won’t be shopping there nearly as often as I have previously.

Amazon Prime is a premium membership service that guarantees two-day shipping on almost every item ordered. For frequent customers such as myself, Prime offers easy, dependable, click-and-ship ordering, with hardly any waiting time for delivery.

However, revelations about Amazon’s labor practices have become increasingly disturbing, more specifically the working conditions in its vast merchandise warehouses. For me, the final straw was a recent Salon investigative piece by Simon Head, “Worse than Wal-Mart: Amazon’s sick brutality and secret history of ruthlessly intimidating workers,” detailing how the situation is much worse than I imagined:

As at Walmart, Amazon achieves [fast delivery systems] with a regime of workplace pressure, in which targets for the unpacking, movement, and repackaging of goods are relentlessly increased to levels where employees have to struggle to meet their targets and where older and less dextrous employees will begin to fail. . . .

Amazon’s system of employee monitoring is the most oppressive I have ever come across and combines state-of-the-art surveillance technology with the system of “functional foreman,” introduced by [Frederick] Taylor in the workshops of the Pennsylvania machine-tool industry in the 1890s. . . . London Financial Times economics correspondent Sarah O’Connor describes how, at Amazon’s center at Rugeley, England, Amazon tags its employees with personal sat-nav (satellite navigation) computers that tell them the route they must travel to shelve consignments of goods, but also set target times for their warehouse journeys and then measure whether targets are met.

All this information is available to management in real time, and if an employee is behind schedule she will receive a text message pointing this out and telling her to reach her targets or suffer the consequences.

From the clothes we wear, to the food we eat, to the computers on which we surf the online world, it’s hard to be a moral purist in today’s consumer marketplace. I get that. I also understand that a “rogue” office, factory, or warehouse can pop up in even the best of large companies.

Nonetheless, terrible working conditions appear to be baked into Amazon’s current operating mode. Customer convenience and service are important in the retail industries, but they should not come at the expense of employee dignity and well-being.

Many years ago, I cut my working teeth in retail stores. When the store floor was busy with customers, or when a shipment of goods had to be unloaded from delivery trucks, we stepped up and got the work done right. When things weren’t as busy, we dialed it down a bit. Overall, people did their jobs steadily and dependably, and we didn’t need to have our every move timed and monitored by managers. We didn’t make a lot of money, but we were treated decently. Amazon, however, regards its warehouse workers as human robots.

I’m not suggesting that we completely boycott Amazon. But customer options such as Prime fuel their very worst labor practices. Surely these workers deserve better working conditions, even if it means that we wait, say, three days rather than two for a delivery.

I wrote to Amazon explaining my decision and quickly received a reply saying that my concerns would be shared with the appropriate people. I hope this will be the case. For now, Amazon is a 21st century company with 19th century labor practices, and they need to hear from their customers.

12 responses

  1. Sadly this type of employee productivity monitoring is employed by the US Postal Service as well. My husband has had GPS monitoring on his vehicle, is required to scan barcodes hidden inside customers’ mailboxes at a predicted time each day (showing he is where management has determined he should be at that time) and has been followed by management on foot while having his footsteps counted while a stopwatch is running. He is expected to perform like a machine.
    With mail volume down, the management doesn’t seem to understand that you can’t necessarily increase delivery speed because as the distance between houses doesn’t change. One piece of mail or twenty for an address takes the same time to get from the carrier to the mailbox.

  2. Well, David, I too am a Prime member (and I have a few other friends who are as well). Now you’ve got me rethinking my membership and passing along this info to other Prime members. One of them is a director at a leading US project/cost management international professional nonprofit (he’ll be VERY interested to hear this news). And this is how we fight back, a movement is created, and companies are forced to listen (cha-ching!).

  3. I try to avoid buying on Amazon whenever possible, not only because of how they treat their workers, but because they don’t seem to appreciate their customers too much either. If you run into a problem with your order and/or its delivery, they really don’t care that much, or try to blame it on you.

  4. Pingback: Pilant's Business Ethics Blog | Yamada Cancels Amazon Prime

  5. Thanks, everyone, for the comments. I know that Amazon is a favorite of heavy duty readers, and I hope that public pressure and individual purchasing decisions will have an impact on their business and labor practices. As someone who doesn’t own a car and lives in a small condo bldg. without doorman service, Amazon’s delivery service has been extremely convenient. I know there are lots of others with an even greater need for dependable delivery and customer service. But Amazon needs to balance what they can offer customers with the well-being of their workers!

  6. Thanks for sharing this. I monitor your blog by email and although I rarely visit this site, I review what you post on a regular basis and greatly appreciate your work. My husband was discussing Amazon Prime tonight and I shared with him about an interesting blog I read a few months back. Needless to say, we won’t be going the Amazon Prime route any time soon.

    I wish there was more awareness in our society of the labor practices of major retailers. However, I believe that people in general resign themselves to not having any control over retailers’ practices and therefore continue to patronize retailers in spite of information about less-than-respectable practices in which they engage. We wield such power with our purses, and it’s time we recognize that!

    • Jennifer, thanks for sharing your conversation…it’s exactly the kind of discussion we should be having more of these days.

      Since canceling my Amazon Prime, I’ve cut waaaaay back on my Amazon purchases, including those that were close to being impulse buys fueled by the promise of fast shipping. So I’ve been a smarter shopper as well.

  7. We have narrowed our shopping down to (vast majority ) local places. Support the local, small businesses and manufacturers. If at all possible, buy handmade items. Put the power back into the hands of the local people and let them determine their own destiny. This kind of system honors the Lord Jesus Christ, most.

  8. I just dropped my prime as I feel like it’s setting a bad precedent in e-commerce. In the past month most of my items have taken 3-4 days to arrive (shipped via Ground to save them money). Their normal “Free Super Saver Shipping” is the same Ground delivery. So it seems like the $99 a year is more of Shipping Club fee to get Amazon to put the items you order in a box and ship them within a business day. I don’t think it’s cool for an online retailer to require membership to ship your items in a reasonable amount of time. Even with Prime, I found if you wanted something within the same week you pretty much had to order on Monday / Tuesday. I was shocked that with Prime it was telling me that items would be available for delivery before Christmas, but after I cancelled the same items changed. They now show that Saturday delivery would be required to get the items within 4 days. This is kind of crazy because it means that they’re not even willing to offer non-Prime members next day delivery around the holidays. I’ll also add that many of items on Amazon jumped UP in price around the holidays. One item was 39.99 when I added it to my Cart, but changed to 99.99 by the time I was about to check out.

  9. Thank you for letting us know about how bad Amazon is as an employer.

    I live in the Greater Boston Area, once a mecca for book lovers. When I lived in Upstate NY, I would plan on spending at least one weekend in Boston just to visit the book stores (new and used). I’m deeply saddened that there are far fewer good, local book stores around. I generally prefer to shop at the local book stores. I want to be able to look at, and read, a book before I’m going to buy it. I don’t mind paying extra for this privilege. I can’t tell you how many times I went to a bookstore, looking for a specific book, reading some of it at the bookstore and then deciding that I really didn’t want the book. Had I used Amazon, I would have purchased the book, decided that I was only marginally interested in it and put it on a bookshelf, only to collect dust–because returning mail order items is a pain.

    I was thinking about getting an Amazon Prime membership, because of its Netflix like benefits. I’ll make do with YouTube. I don’t want to support a company that treats its workers badly. I’ll continue to use Amazon only when I have to–that is, when I’m taking a class and I can’t find the book I need locally.

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