Amazon Lockers delivery

ellejaytee

Ok I'll start by saying that I have used this service a couple of times now, I find it super convenient, easy and efficient, packages arriving within 2 days as suggested by the estimates when selecting delivery options. Unfortunately they have not come through for me on one of my most recent orders.

I ordered a game and some speakers on 8th March. The estimated delivery date was the 11th March. Brilliant, I could easily collect it from the locker after work. The package was dispatched on time and with the delivery firm.

11th March comes along and I haven't heard anything about my order being delivered. I check the tracking and it still says dispatched and that the courier has received the item. I find it slightly odd that the courier is in Scotland and I'm in London but I know amazon only has a few warehouses.

On the 12th March I check the tracking again, now without going to the status of "out for delivery" it has "your parcel has been delayed due to an issue the courier encountered". I ring up amazon and ask what exactly is going on. Amazon said that the item had been dispatched to the wrong courier, so it was their fault, but I was promised that it would be delivered by the 14th. I wasn't around between the 15th-16th so was not too fussed that I still hadn't heard anything about delivery, but the tracking indicated that there was still a problem with the courier.

On the 17th March, the item is finally out for delivery! yippee! it might actually arrive before this weekend when I need it by! Today I check the tracking again to see that my parcel has been delayed yet again. They attempted delivery but it failed. Ring up amazon again and they don't understand why it wasn't delivered for the 14th as promised. They also don't know how delivery can fail when it is to a locker.

At this point I was given three options. I could have a refund (no good as this is a birthday present for this weekend), I could keep my order and hope it turns up (not ideal, as this has gone so wrong before now) or I could have a replacement issued on 1 day locker delivery. I jumped at the replacement, knowing it would arrive in time. Then the guy at amazon puts the order through to find out that the delivery estimate (with 1 day delivery) was 9th April-1st May!

I have ended up waiting for my original order which I hope will arrive in time, I did ask if they could find out why this has gone so wrong, I just want to know what happened and why it happened, why the courier is failing so badly. At no point it seems have the courier actually reported the reasons to Amazon. Is there any way that I can complain about this as the guy on the phone didn't say anything about following up on the reasons why. Essentially I want to complain but they didn't seem to get that from the phone call I had with them!