Ordering Soylent through Amazon is now markedly cheaper than ordering Soylent through a soylent.com subscription, especially if you qualify for Amazon’s 15% Subscribe & Save discount or use Amazon’s Prime credit card with a 5% rebate. So a lot of customers, including myself, have been making the switch to Amazon – simple economics.
I’ve been with Soylent from the very beginning and have experienced a lot of ups and downs in quality, but one thing that has remained constant is the excellent customer service. When I get a bad-tasting batch, Soylent customer service has been happy to replace it.
My understanding is that Soylent customer service will not work with customers who have ordered through the Amazon fulfillment process. And that’s where I fear Soylent is making a big strategic mistake. They are incentivizing customers to to use an outside fulfillment process and then not giving support to those customers. I have a feeling this will come back to bite Soylent in the long run, because the product is not yet consistent enough, and maintaining good customer relations to smooth over those rough patches is vital as they go through their next phase of growth.
If Amazon is strategically vital for extending their reach and they must stick with Amazon, in my opinion, they should still give the best discounts to their own Soylent subscribers and should still provide their own customer support to all Soylent customers, including those who purchased through Amazon.
What do you think?