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Nothing is more frustrating than receiving an item you ordered online only to find it’s damaged. Even worse is receiving a product that was clearly already returned once, most likely due to the fact that it’s broken. Of all the reasons I’ve had to return items to companies, this one disgusts me the most. It’s also the one I talk about to my friends and really, anyone who will listen as I warn them to steer clear of that company.

I am more forgiving of orders I receive that are just plain wrong, which is probably not really fair but I believe many other consumers feel the same way as I do. We tend to credit receiving the wrong item as an inconvenient, but understandable error – a simple mistake we all could have made. But broken or damaged products making it through the pick window? That is downright insulting.

How do we end up receiving a company’s garbage in exchange for our hard earned cash? It’s a matter of failed reverse logistics, and it’s totally inexcusable in this day and age. Although the wrong items we are sent are probably due to failed automated sortation systems that are just as inexcusable, at least insult isn’t added to injury when forward logistics systems fail.

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