Amazon delaying Supersaver Delivery packages

vassa

Also Amazon cannot do anything until it's gone past the due date when the item is untracked, you will be told to wait. It's not cut and paste, it's their policy. If anything goes wrong with Amazon you're 99.9% guaranteed to get all your money back if you choose, within 5 business days, without going through any complaints procedure or taking it 'further'. Not many companies offer that.

But bear in mind this doesn't apply to 3rd party sellers, they use the site to sell their stuff, nothing to do with Amazon because they don't touch or see the package ever.

KxMx

vassa wrote: »

Also Amazon cannot do anything until it's gone past the due date when the item is untracked, you will be told to wait. It's not cut and paste, it's their policy. If anything goes wrong with Amazon you're 99.9% guaranteed to get all your money back if you choose, within 5 business days, without going through any complaints procedure or taking it 'further'. Not many companies offer that.

But bear in mind this doesn't apply to 3rd party sellers, they use the site to sell their stuff, nothing to do with Amazon because they don't touch or see the package ever.

All I did was contact them to say I was disappointed with RM's performance on this occasion, and gave full details such as order number, despatch date, delivery estimate and when it arrived.. This was after the item had arrived 4 days past the delivery due date.

I got a multi paragraph email back about waiting 15 days, we can't exclude specific carriers from your account, Amazon will refund if item arrives damaged etc. Almost word for word from their FAQ.

It clearly was a cut and paste reply I am afraid to say. I was very surprised because their CS is usually excellent. When I have given similar feedback in the past I always get a semi- personal response along the lines of "thanks for your valuable feedback, we take performance seriously and will pass along to the relevant department".

custardy wrote: »

RM 48 (despite the name)
isnt a 48 hour service

My mistake then, up until now everything sent RM24 has arrived next day and RM48 the second working day, so I assumed wrongly.

vassa

KxMx wrote: »

All I did was contact them to say I was disappointed with RM's performance on this occasion, and gave full details such as order number, despatch date, delivery estimate and when it arrived.. This was after the item had arrived 4 days past the delivery due date.

I got a multi paragraph email back about waiting 15 days, we can't exclude specific carriers from your account, Amazon will refund if item arrives damaged etc. Almost word for word from their FAQ.

It clearly was a cut and paste reply I am afraid to say. I was very surprised because their CS is usually excellent. When I have given similar feedback in the past I always get a semi- personal response along the lines of "thanks for your valuable feedback, we take performance seriously and will pass along to the relevant department".

Well the CSA was clearly rubbish - give them bad feedback in the 'how's my driving?' email you'll be getting and they WILL get coaching on it. Coaching is for an hour once a week regardless of how long you've been in the job.

All the responses are 'stock' but they're just so you don't have to continually type out the same thing over and over, the actual email should always be personally tailored to the individual.

In future it's good to bear in mind that anything via Royal Mail untracked needs to be given (what used to be 8 days, may have changed) time to go past the 'free replacement date' which is the point at which their agreement with Royal Mail says that they've failed to deliver it and they can then replace it for you and claim their losses back against RM.

apesxx

Thanks for this thread, reminded me I need to cancel my prime trial :-)

adamc260

I've noticed recently quite a few 'free super saver' deliveries sitting there for days in 'Not yet dispatched' or 'Dispatching soon' before actually sending it..

Azari

The items I ordered on Monday - three different things from two separate 'departments' - turned up yesterday.

So it's definitely not some new general policy.

I've noticed in the past that it's the larger non book/dvd items that seem to end up in the 'despatching soon' state for some days.

vassa

Azari wrote: »

The items I ordered on Monday - three different things from two separate 'departments' - turned up yesterday.

So it's definitely not some new general policy.

I've noticed in the past that it's the larger non book/dvd items that seem to end up in the 'despatching soon' state for some days.

It depends on availability of the product as to how quickly they're dispatched.

There is NOT some 'buy supersaver and we'll leave them waiting longer cause they've not paid for an upgrade' policy, and there probably never will be, Amazon's company ethics towards its customers doesn't agree with it.

George_Michael

custardy wrote: »

RM 48 (despite the name)
isnt a 48 hour service

They might not be guaranteed 24/48 hour delivery times, but RM do advertise these services by stating that they aim to deliver the next working day for RM24 and the majority of items within 2 working days for RM48.

Azari

vassa wrote: »

It depends on availability of the product as to how quickly they're dispatched.

These items are often marked as next day availability with prime. I wonder if it may be something to do with the way they schedule picking of larger items as it often seems to be these that suffer from a slight delay.

There is NOT some 'buy supersaver and we'll leave them waiting longer cause they've not paid for an upgrade' policy, and there probably never will be, Amazon's company ethics towards its customers doesn't agree with it.

That is certainly my understanding.

JReacher1

vassa wrote: »

It depends on availability of the product as to how quickly they're dispatched.

There is NOT some 'buy supersaver and we'll leave them waiting longer cause they've not paid for an upgrade' policy, and there probably never will be, Amazon's company ethics towards its customers doesn't agree with it.

There is a leave longer clause for super saver deliveries. Picking lists are generated according to the promise date of an order. A super saver delivery has a later delivery promise date so will be behind prime and 1st class on any picking list generated.

Depending on orders and how quickly the warehouse is working decides when the item is picked and despatched.

If it's been a couple of days and the item still hasn't been picked then it will move higher up the list to ensure it's picked, despatched and delivered for the date promised.