6 ms·

Google Introduces Same-Day Shipping to Compete With eBay and Amazon

45 points by mlschmitt23 14y ago

IgorPartola 14y ago
Damn. Another closed pilot program that is area limited. In the mean time, my Amazon Prime is due for a renewal. I think I'll go and fork over $80 to them for another year of free two day shipping.
- samwise 14y ago
  It's not free if you have fork over $80. But nonetheless a great service.
  - IgorPartola 14y ago
    Yes, my bad on the poor phrasing. However, for the past year I averaged under $1.5/package and considering I bought some really big items that is pretty close to free.
- r00fus 14y ago
  I don't see Google's pilot as a competitor to Amazon at this stage. I will still buy on Amazon (mainly large things that I can wait for but I get better pricing on). However, if Google can get a diverse enough vendor pool to compete with Amazon on enough stuff (much like they did with Android vs. the iPhone), then they have a very powerful story.
tga 14y ago
Google was never capable to set up the simplest working order and check out system for the two types of phones/tickets they ever tried to sell and they're going to compete with Amazon? That should be entertaining to watch. Also, forget about customer service. You got billed twice or your items never arrived? Feel free to post on the forums and wait for your neighbour down the street to reply with his impressions, since he's already had the same thing happening twice so he's now a community expert.
- chucknelson 14y ago
  Yeah, I would say customer service is one of the major shortcomings of Google right now. I would think with their transition to producing and selling physical products that would be something they have to improve on soon.
  - tjbiddle 14y ago
    I would disagree on that. For their physical products they've actually had very good customer support - When I had questions about my Nexus 4 and Nexus 10 coming in I was able to get a support rep very quickly and have my questions answered. A friend of mine just had to send back his Nexus 4 and had the same result - Great service and a new phone sent within a day or two. Obviously their track record for their online support is definitely subpar, but it will be interesting to see how this plays out in the physical field. Although, I will admit - If their shopping experience is anything like that of the Nexus 4 launch this will be a laugh.
- ChuckMcM 14y ago
  I had the same sort of thought. What are they thinking will happen here? I mean it would be great if this actually pushes the customer service issue into an action but that doesn't seem to be part of their "core competencies" to use some last century marketing speak.
- turing 14y ago
  Earlier this year I was billed twice in the Play Store. I emailed customer service, and they replied and removed the charge in about an hour. I also purchased a Nexus 4 on launch day, and none of my interactions with customer service were particularly unpleasant. Granted, others may have had different experiences, but I'm not sure why it has become so trendy to mock Google's customer service.
  - tga 14y ago
    You're describing two episodes of competent customer service. Nothing incredible, just good work from a company you're paying money to. The problem is not with their quality -- once you do get someone on your case, it won't be a minimum wage script reader in India, but rather someone pleasant who can actually help. The negative perception of Google customer service stems from an apparent disinterest in providing proper support channels in the first place for some of their services, which leads to many unhappy episodes pulling their average down. I do believe this is a problem they can fix by just throwing money at it. Customer service is not rocket science, hire enough decent people and give them some leeway and they'll make everyone happy.
mbreese 14y ago
So, they kill Reader, but somehow this is germane?
shawndumas 14y ago
"This, from the company that shitcanned Google Reader because they wanted to “focus”." --http://daringfireball.net/linked/2013/03/28/google-shopping-express http://daringfireball.net/linked/2013/03/28/google-shopping-...
- IgorPartola 14y ago
  To be fair, with Reader the thought probably was "we will aggregate online content created by others and will add ads to the result. Then profit!" This was replaced with "we will aggregate social content, the add lots of ads. Then profit!" The thought with Express might go like this: "By pushing the envelope on buying things online, more people will buy thing online than offline, expanding the e-commerce universe. This would translate into higher advertising fees. Then profit." In other words, they believe that expanding e-commerce will be more profitable than helping two dozen power users consume mostly as free content easier.
  - Samuel_Michon 14y ago
    “with Reader the thought probably was "we will aggregate online content created by others and will add ads to the result. Then profit!" This was replaced with "we will aggregate social content, the add lots of ads. Then profit!"” And why didn't they just do that? They gave no explanation whatsoever. Google Reader has/had millions of users, surely Google could've capitalized on that.
    - Kylekramer 14y ago
      Their explanation was usage was declining. And despite the fact Reader users are vocally upset, I have seen no evidence that contradicts that.
      - Samuel_Michon 14y ago
        After Google's announcement, Feedly announced they received 500,000 signups in two days, so apparently there were plenty of Google Reader users left. I'm also willing to bet that if there was a decline in Google Reader users, it had something to do with the web app being neglected for so long and Google having taken away several useful features in the last couple of years. Anyways, “usage was declining” was their argument for pulling the plug, but not an explanation of why they never tried to capitalize on the service.
deleted 14y ago
[deleted]
martythemaniak 14y ago
Ruining HN by turning every Google-related discussion into a snark-filled pile of garbage isn't going to bring Reader back. Can you guys consider moving on?
- Samuel_Michon 14y ago
  “Ruining HN by turning every Google-related discussion into a snark-filled pile of garbage isn't going to bring Reader back.” Well, we can try ;) Anyways, I've reached a level of discontent that I wouldn't come back to Google Reader even if Google promised to keep it running indefinitely. I'm ditching Google entirely, I only need to cancel my Analytics accounts (I switched to http://www.haveamint.com/ http://www.haveamint.com/). DuckDuckGo works fine for search, IMAP works fine for email, http://www.feedafever.com/ http://www.feedafever.com/ works fine for RSS, Vimeo works fine for video, and Dropbox works fine for online storage.
  - avree 14y ago
    Wow, that's confusing branding. Same name and very similar icon to a popular finance analytics product, Mint.
    - Samuel_Michon 14y ago
      Mint Analytics has been around since 2005 [1], while the Mint finance software started in 2006 as 'MyMint' and bought the Mint.com domain name in 2007 [2]. [1] http://www.shauninman.com/archive/2005/06/13/overwhelming_response http://www.shauninman.com/archive/2005/06/13/overwhelming_re... [2] http://web.archive.org/web/20070526095931/http://startupsquad.com/2007/05/23/mymintcom-acquires-mintcom-raises-5-million/ http://web.archive.org/web/20070526095931/http://startupsqua...
- bambax 14y ago
  I'm not sure what comment(s) you're referring to, but at the time of this writing the top comment, although snark-filled, doesn't have anything to do with Reader. Google sucks big time at customer service, they always have and HN is filled with horror stories of customers (real paying customers) running into walls and interacting with stupid robots when trying to sort things out. And now they want to compete with Amazon? Amazon?!? Amazon reinvented customer service, in a way that makes it impossible to shop anywhere else once you've experienced them. At this point, "what are they thinking?" is a very legitimate question.
angkec 14y ago
first comment on the article page: "Good thing google is focusing like a laserbeam . . . on . . . I dunno."
dxbydt 14y ago
> "You’ll get free, unlimited same-day delivery for six months. That’s six months of having toilet paper delivered for free" Ok, but delivered by regular human in regular car ? No thanks. I want delivery by unmanned google-cars. For that, I'll even pay premium shipping.
- jfoster 14y ago
  Actually, it might be through self driving cars. Probably come with a regular human, though. See: http://m.digitaltrends.com/lifestyle/google-plans-to-use-self-driving-cars-for-same-day-delivery/ http://m.digitaltrends.com/lifestyle/google-plans-to-use-sel...
  - dxbydt 14y ago
    Sir, that is fucking awesome! But why the human ? A Nao (http://www.youtube.com/watch?v=2STTNYNF4lk http://www.youtube.com/watch?v=2STTNYNF4lk ) would do. I would bark at Siri for toilet paper, the self driving google car would arrive within minutes with toilet paper, a Nao would walk in through the door, I'd drop my pants, he'd wipe my butt with my newly purchased toilet paper & I'd tip him handsomely and he'd be driving off to the next customer's anus.
    - binarycrusader 14y ago
      Because, first of all, insurance and state law requires an licensed driver to be present. And second, the human has to deal with the exceptions -- cases where the data is wrong, etc.
- smackfu 14y ago
  Really? I think UPS is just fine... they know where my condo is better than Google Maps, and they walk up to the door and put it on the porch and ring the bell.
smackfu 14y ago
I guess that's nice if you live in San Francisco. Same day delivery doesn't exactly seem that challenging if you only deliver to a 30 minute radius.
- sterlingross 14y ago
  Well, considering that it can often take 30 minutes to travel 2 blocks in SF, getting something delivered the same day might be challenging. Unless you had self-driving cars with real time map data.
  - up_and_up 14y ago
    > 30 minutes to travel 2 blocks in SF Sounds like you may be doing it wrong. I lived there for 4 years. Public transit, biking options etc were all decent. You talking about on the 101 during rush hour? I bet their algos would easily avoid that.
    - georgemcbay 14y ago
      I'm sure he was exaggerating, but in any case I don't think public transit or biking are viable options for a robust item delivery service (sure, there are some items biking could work well for, but it is a very narrow band of thing).
scottmp10 14y ago
I am not sure how the logistics work with participating stores but I would really like to see them make this an easy way for small local businesses to compete with Amazon. Basically a platform for them to list their products and the logistics to collect and deliver them. This service seems to be mostly orthogonal to Instacart in that Instacart provides perishables but you can only order from a single shop at a time where with Express you can order products from across multiple stores but they focus more on non-grocery items. Looking forward to trying it.
- mbreese 14y ago
  I'd like to see it work for small businesses too, but their initial launch stores all seem to be loaded with bigger companies (Target, Walgreens, Toy R Us).
Zenst 14y ago
Same day shipping is not that hard to handle if you only sell what you hae in stock ready to ship. It is same day arrival that we all dream of, like we get with shops. With that shipping the same day is fine as long as it gets to the user quicker, they don't care if you shop the next day as long as it arrives the same. With that it is worth noting that shopping the same day just means it got processed and into collection and even then they could have hourly trucks and count that as dispatched. Now as long as they provide a tracking number(AWB) or the like you can see the progress with, then that does help greatly. If you can even have GPS tracking the last part and notification when hour away or within 5 minutes, well that would be great. So that is why I don't get too excited about same day shipping. It is the hubs inbetween and there cut-off times that divide up the day so you could ship at 11pm and miss the 10pm cutoff for the hub transit and have to wait until the next one at 10am. In that case for you it makes no difference if 11pm or 9am. Though anybody who has had tracking information will know how weird some routes can be and wonder why they sit for almost half a day at some locations. Then there are customs if different countries are involved and more fun. For me better item tracking would win over same day dispatch. I'd take a 5 day delivery window over a 1 day one if it meant I could refine the delivery time to a hour and not AM/PM. Though that may just be me.
- huggah 14y ago
  The objective is same-day arrival, and it works pretty reliably as long as you order by 3pm or so (in my area, at least). More importantly, you're given a clear indication when you order when you will actually get it (you can choose a delivery window, and see which ones are greyed out). The delivery windows go as late as 9pm, so I'm sure they will try to push back the last time at which you can order and still get it delivered same-day.
OGinparadise 14y ago
my question are these: how is shopping and consumer service a Google thing? And how long before this is shut down and google starts, say making shoes? Focus on their strengths and all. You cannot build a great customer service team overnight, no matter how much you throw at it.

45 points by mlschmitt23 14y ago

Damn. Another closed pilot program that is area limited. In the mean time, my Amazon Prime is due for a renewal. I think I'll go and fork over $80 to them for another year of free two day shipping.

samwise 14y ago
It's not free if you have fork over $80. But nonetheless a great service.
- IgorPartola 14y ago
  Yes, my bad on the poor phrasing. However, for the past year I averaged under $1.5/package and considering I bought some really big items that is pretty close to free.
r00fus 14y ago
I don't see Google's pilot as a competitor to Amazon at this stage. I will still buy on Amazon (mainly large things that I can wait for but I get better pricing on). However, if Google can get a diverse enough vendor pool to compete with Amazon on enough stuff (much like they did with Android vs. the iPhone), then they have a very powerful story.

tga 14y ago

Google was never capable to set up the simplest working order and check out system for the two types of phones/tickets they ever tried to sell and they're going to compete with Amazon? That should be entertaining to watch. Also, forget about customer service. You got billed twice or your items never arrived? Feel free to post on the forums and wait for your neighbour down the street to reply with his impressions, since he's already had the same thing happening twice so he's now a community expert.

chucknelson 14y ago
Yeah, I would say customer service is one of the major shortcomings of Google right now. I would think with their transition to producing and selling physical products that would be something they have to improve on soon.
- tjbiddle 14y ago
  I would disagree on that. For their physical products they've actually had very good customer support - When I had questions about my Nexus 4 and Nexus 10 coming in I was able to get a support rep very quickly and have my questions answered. A friend of mine just had to send back his Nexus 4 and had the same result - Great service and a new phone sent within a day or two. Obviously their track record for their online support is definitely subpar, but it will be interesting to see how this plays out in the physical field. Although, I will admit - If their shopping experience is anything like that of the Nexus 4 launch this will be a laugh.
ChuckMcM 14y ago
I had the same sort of thought. What are they thinking will happen here? I mean it would be great if this actually pushes the customer service issue into an action but that doesn't seem to be part of their "core competencies" to use some last century marketing speak.
turing 14y ago
Earlier this year I was billed twice in the Play Store. I emailed customer service, and they replied and removed the charge in about an hour. I also purchased a Nexus 4 on launch day, and none of my interactions with customer service were particularly unpleasant. Granted, others may have had different experiences, but I'm not sure why it has become so trendy to mock Google's customer service.
- tga 14y ago
  You're describing two episodes of competent customer service. Nothing incredible, just good work from a company you're paying money to. The problem is not with their quality -- once you do get someone on your case, it won't be a minimum wage script reader in India, but rather someone pleasant who can actually help. The negative perception of Google customer service stems from an apparent disinterest in providing proper support channels in the first place for some of their services, which leads to many unhappy episodes pulling their average down. I do believe this is a problem they can fix by just throwing money at it. Customer service is not rocket science, hire enough decent people and give them some leeway and they'll make everyone happy.

mbreese 14y ago

So, they kill Reader, but somehow this is germane?

shawndumas 14y ago

"This, from the company that shitcanned Google Reader because they wanted to “focus”." --http://daringfireball.net/linked/2013/03/28/google-shopping-express http://daringfireball.net/linked/2013/03/28/google-shopping-...

IgorPartola 14y ago
To be fair, with Reader the thought probably was "we will aggregate online content created by others and will add ads to the result. Then profit!" This was replaced with "we will aggregate social content, the add lots of ads. Then profit!" The thought with Express might go like this: "By pushing the envelope on buying things online, more people will buy thing online than offline, expanding the e-commerce universe. This would translate into higher advertising fees. Then profit." In other words, they believe that expanding e-commerce will be more profitable than helping two dozen power users consume mostly as free content easier.
- Samuel_Michon 14y ago
  “with Reader the thought probably was "we will aggregate online content created by others and will add ads to the result. Then profit!" This was replaced with "we will aggregate social content, the add lots of ads. Then profit!"” And why didn't they just do that? They gave no explanation whatsoever. Google Reader has/had millions of users, surely Google could've capitalized on that.
  - Kylekramer 14y ago
    Their explanation was usage was declining. And despite the fact Reader users are vocally upset, I have seen no evidence that contradicts that.
    - Samuel_Michon 14y ago
      After Google's announcement, Feedly announced they received 500,000 signups in two days, so apparently there were plenty of Google Reader users left. I'm also willing to bet that if there was a decline in Google Reader users, it had something to do with the web app being neglected for so long and Google having taken away several useful features in the last couple of years. Anyways, “usage was declining” was their argument for pulling the plug, but not an explanation of why they never tried to capitalize on the service.

deleted 14y ago

[deleted]

martythemaniak 14y ago

Ruining HN by turning every Google-related discussion into a snark-filled pile of garbage isn't going to bring Reader back. Can you guys consider moving on?

Samuel_Michon 14y ago
“Ruining HN by turning every Google-related discussion into a snark-filled pile of garbage isn't going to bring Reader back.” Well, we can try ;) Anyways, I've reached a level of discontent that I wouldn't come back to Google Reader even if Google promised to keep it running indefinitely. I'm ditching Google entirely, I only need to cancel my Analytics accounts (I switched to http://www.haveamint.com/ http://www.haveamint.com/). DuckDuckGo works fine for search, IMAP works fine for email, http://www.feedafever.com/ http://www.feedafever.com/ works fine for RSS, Vimeo works fine for video, and Dropbox works fine for online storage.
- avree 14y ago
  Wow, that's confusing branding. Same name and very similar icon to a popular finance analytics product, Mint.
  - Samuel_Michon 14y ago
    Mint Analytics has been around since 2005 [1], while the Mint finance software started in 2006 as 'MyMint' and bought the Mint.com domain name in 2007 [2]. [1] http://www.shauninman.com/archive/2005/06/13/overwhelming_response http://www.shauninman.com/archive/2005/06/13/overwhelming_re... [2] http://web.archive.org/web/20070526095931/http://startupsquad.com/2007/05/23/mymintcom-acquires-mintcom-raises-5-million/ http://web.archive.org/web/20070526095931/http://startupsqua...
bambax 14y ago
I'm not sure what comment(s) you're referring to, but at the time of this writing the top comment, although snark-filled, doesn't have anything to do with Reader. Google sucks big time at customer service, they always have and HN is filled with horror stories of customers (real paying customers) running into walls and interacting with stupid robots when trying to sort things out. And now they want to compete with Amazon? Amazon?!? Amazon reinvented customer service, in a way that makes it impossible to shop anywhere else once you've experienced them. At this point, "what are they thinking?" is a very legitimate question.

angkec 14y ago

first comment on the article page: "Good thing google is focusing like a laserbeam . . . on . . . I dunno."

dxbydt 14y ago

> "You’ll get free, unlimited same-day delivery for six months. That’s six months of having toilet paper delivered for free" Ok, but delivered by regular human in regular car ? No thanks. I want delivery by unmanned google-cars. For that, I'll even pay premium shipping.

jfoster 14y ago
Actually, it might be through self driving cars. Probably come with a regular human, though. See: http://m.digitaltrends.com/lifestyle/google-plans-to-use-self-driving-cars-for-same-day-delivery/ http://m.digitaltrends.com/lifestyle/google-plans-to-use-sel...
- dxbydt 14y ago
  Sir, that is fucking awesome! But why the human ? A Nao (http://www.youtube.com/watch?v=2STTNYNF4lk http://www.youtube.com/watch?v=2STTNYNF4lk ) would do. I would bark at Siri for toilet paper, the self driving google car would arrive within minutes with toilet paper, a Nao would walk in through the door, I'd drop my pants, he'd wipe my butt with my newly purchased toilet paper & I'd tip him handsomely and he'd be driving off to the next customer's anus.
  - binarycrusader 14y ago
    Because, first of all, insurance and state law requires an licensed driver to be present. And second, the human has to deal with the exceptions -- cases where the data is wrong, etc.
smackfu 14y ago
Really? I think UPS is just fine... they know where my condo is better than Google Maps, and they walk up to the door and put it on the porch and ring the bell.

smackfu 14y ago

I guess that's nice if you live in San Francisco. Same day delivery doesn't exactly seem that challenging if you only deliver to a 30 minute radius.

sterlingross 14y ago
Well, considering that it can often take 30 minutes to travel 2 blocks in SF, getting something delivered the same day might be challenging. Unless you had self-driving cars with real time map data.
- up_and_up 14y ago
  > 30 minutes to travel 2 blocks in SF Sounds like you may be doing it wrong. I lived there for 4 years. Public transit, biking options etc were all decent. You talking about on the 101 during rush hour? I bet their algos would easily avoid that.
  - georgemcbay 14y ago
    I'm sure he was exaggerating, but in any case I don't think public transit or biking are viable options for a robust item delivery service (sure, there are some items biking could work well for, but it is a very narrow band of thing).

scottmp10 14y ago

I am not sure how the logistics work with participating stores but I would really like to see them make this an easy way for small local businesses to compete with Amazon. Basically a platform for them to list their products and the logistics to collect and deliver them. This service seems to be mostly orthogonal to Instacart in that Instacart provides perishables but you can only order from a single shop at a time where with Express you can order products from across multiple stores but they focus more on non-grocery items. Looking forward to trying it.

mbreese 14y ago
I'd like to see it work for small businesses too, but their initial launch stores all seem to be loaded with bigger companies (Target, Walgreens, Toy R Us).

Zenst 14y ago

Same day shipping is not that hard to handle if you only sell what you hae in stock ready to ship. It is same day arrival that we all dream of, like we get with shops. With that shipping the same day is fine as long as it gets to the user quicker, they don't care if you shop the next day as long as it arrives the same. With that it is worth noting that shopping the same day just means it got processed and into collection and even then they could have hourly trucks and count that as dispatched. Now as long as they provide a tracking number(AWB) or the like you can see the progress with, then that does help greatly. If you can even have GPS tracking the last part and notification when hour away or within 5 minutes, well that would be great. So that is why I don't get too excited about same day shipping. It is the hubs inbetween and there cut-off times that divide up the day so you could ship at 11pm and miss the 10pm cutoff for the hub transit and have to wait until the next one at 10am. In that case for you it makes no difference if 11pm or 9am. Though anybody who has had tracking information will know how weird some routes can be and wonder why they sit for almost half a day at some locations. Then there are customs if different countries are involved and more fun. For me better item tracking would win over same day dispatch. I'd take a 5 day delivery window over a 1 day one if it meant I could refine the delivery time to a hour and not AM/PM. Though that may just be me.

huggah 14y ago
The objective is same-day arrival, and it works pretty reliably as long as you order by 3pm or so (in my area, at least). More importantly, you're given a clear indication when you order when you will actually get it (you can choose a delivery window, and see which ones are greyed out). The delivery windows go as late as 9pm, so I'm sure they will try to push back the last time at which you can order and still get it delivered same-day.

OGinparadise 14y ago

my question are these: how is shopping and consumer service a Google thing? And how long before this is shut down and google starts, say making shoes? Focus on their strengths and all. You cannot build a great customer service team overnight, no matter how much you throw at it.