Amazon Logistics (rant)

tyrellinc

...and now all the PRIME orders I've been waiting 2 days for have been refunded as I've returned them?!
I haven't received them. How can I return them? :mad:

Post #BlackFriday has got 'meltdown' all over it.

Doc_N

I wouldn't trust Amazon Logistics further than I could throw it.

Yesterday they had 4 packages to deliver. Only 3 were brought to the door, and I asked about the fourth.

"I'll check the van."

Van checked - absolutely empty. Apart from just one package - mine.

Genuine mistake? Or (given that no signatures were needed for any of them) attempted theft? It would have been scanned as having been delivered, and I'd have been left to argue it out with Amazon - and doubtless a black mark on my Amazon account.

Be warned!

racey

I had a non-delivery yesterday from Amazon Logistics- the order is still shown as "out for delivery".
Amazon have processed a refund, which is good, but still doesn't quite compensate for the inconvenience. I pay Amazon Prime to benefit from free next-day delivery.
Last week an order was shown as being delivered and signed for at a time that I was at home (Amazon logistics again). I've no idea where the parcel is - no attempt was made to deliver it to me. Amazon processed a refund for that too.
As I've lost confidence In Amazon logistics I will re-order the item and use "local collect". The Post Office is quite near and I can collect at my convenience.

Doc_N

racey wrote: »

I had a non-delivery yesterday from Amazon Logistics- the order is still shown as "out for delivery".
Amazon have processed a refund, which is good, but still doesn't quite compensate for the inconvenience. I pay Amazon Prime to benefit from free next-day delivery.
Last week an order was shown as being delivered and signed for at a time that I was at home (Amazon logistics again). I've no idea where the parcel is - no attempt was made to deliver it to me. Amazon processed a refund for that too.
As I've lost confidence In Amazon logistics I will re-order the item and use "local collect". The Post Office is quite near and I can collect at my convenience.

The worry I'd have about these non-deliveries (and the apparent attempt at theft I mentioned a couple of posts above) is that the Amazon systems will just see them as customer fraud and in due course block the account - as mentioned recently on Watchdog.

They won't discuss the reasons, or argue it out - they just block the account.

If the drivers behind whichever company is providing the AL service in your area (here it's STL Couriers) are just stealing the stuff and claiming it's been delivered it's an open question whether Amazon would believe the customer or the company.

Azari

Doc_N wrote: »

The worry I'd have about these non-deliveries (and the apparent attempt at theft I mentioned a couple of posts above) is that the Amazon systems will just see them as customer fraud and in due course block the account - as mentioned recently on Watchdog.

That is certainly a worry, but surely, normally, Amazon would notice clusters of 'missing' items in certain areas.

It's not as if it's in their interest, either short term or long term, to ignore the possibility of courier theft.

Not only are they losing money on all the stolen goods, but they are losing perfectly good customers.

Of course, when I say 'they' are losing money, I really mean 'we', since it all goes to operating costs which influence prices charged. However, the loss of customers will affect their bottom line.

racey

I would hope that Amazon recognise that they have been delivering to me for years without any problems with undelivered items.
However, I have decided to use the "local collect" service in future.

MFN

View my issues below and be warned -DO NOT BUY FROM AMAZON - THEY ARE A FACELESS BUREAUCRATIC COMPANY THAT COULDN'T CARE LESS ABOUT SMALL CUSTOMERS.
I have beenabsolutely appalled by my experience following my purchase of the XBOX one onthe 26th November. I only bought the item online because it had aguaranteed delivery date of the 28th November (my son’s birthday).As the XBOX was his only present, the fact that it hasn’t been delivered hadcompletely ruined his birthday and my whole weekend as I have literally spenthours on the telephone to Amazon customer services.

Below is thesequence of events that have unfolded:

1. Trackingsystem says that the package left the Leeds depot (30 mins from my house) at09:23 on 28th November.

2. Trackingsystem says that there was a delivery issue at 2:17 on 28th November– but that it would still be delivered, it would just be later than expected.

3. Iphone Amazon Customer services (through the ‘call me’ system) at 19:46 to askwhere it is, as it hadn’t been delivered, and get told it can’t be delivered onthe 28th. I am naturally very upset to hear this and ask to speak toa Manager. I’m put on hold then I’m told that the Managers are busy with othercustomers and will call me back.

4. Nobodycalled me back, so over an hour later – I called back and insisted on speakingto a Manager again. I spoke to one who told me it couldn’t be delivered,apologised profusely and put a 15% refund on the account as a gesture of goodwill.I was told that the XBOX would be delivered on the 29th November.

5. 09:45on the 29th November – I get a phone call from Amazon (originalManager that didn’t call the night before) – apologising and assuring me thatthe XBOX would be delivered on the 29th.

6. TheXBOX doesn’t arrive – so at 13:42 I call Amazon again and get told that it’snot getting delivered. I ask to speak to a Manager, who assures me that theywill contact the delivery company and find out what’s happening.

7. At15:25 I get a call back am I’m told that the XBOX has gone to the wrong depotand won’t be delivered until Monday.

8. Asthere is no-one in the house on Monday, I request two hours’ notice so I caninconvenience a friend and ask her to sit and wait in my house on the offchance that I’m not being told more lies and it will actually be delivered.

9. Ireceived an email following my original complaint – saying they would phone mein the morning – THEY DIDN’T BOTHER

10. The XBOX didn’t arrive on Monday – Icalled and was told more lies regarding the issue. I had the phone‘accidentally’ put down on me twice.

11. I spoke to a manager and was also toldthat they were cancelling the original order and placing another order so itwould get there immediately. I had anemail confirming that it would arrive on the 2nd December.

12. More lies. I’ve just checked trackingand it now says the 3rd December. I phoned and complained and have been guaranteed delivery (for the fifth time) on the 2nd.
13. It finally arrives - BUT doesn't work.
14. I phone Amazon (2 hours) who cut off the call twice (as I insisted on speaking to a Manager) before agreeing to send a replacement for Friday. I've just checked tracking and it says it will be delivered Saturday.
MORAL: IF YOU WANT TO HEAR LIES AND EMPTY APOLOGIES - ORDER THROUGH AMAZON - LYING IS THE ORDER OF THE DAY & THE ONLY GUARANTEED DELIVERY IS COMPLETE AND UTTER DISREGARD FOR CUSTOMERS AND THE B...SH.. THAT THEY SPIN.


I would never have bought this productonline if I’d thought for one minute that it wouldn’t arrive for my son’sbirthday. We’ve spent the whole weekend waiting for his present but to noavail. He’s been crying, I’ve been crying – it has completely annihilated hisbirthday as he hasn’t had a present. I’m sick of hearing empty apologies andlies down the phone. I’ve never written a letter complaining in my life, butextreme poor service has led me to this.

wealdroam

MFN wrote: »

I have beenabsolutely appalled by my experience following my purchase of the XBOX one onthe 26th November. I only bought the item online because it had aguaranteed delivery date of the 28th November (my son’s birthday).As the XBOX was his only present, the fact that it hasn’t been delivered hadcompletely ruined his birthday and my whole weekend as I have literally spenthours on the telephone to Amazon customer services.

I would never have bought this productonline if I’d thought for one minute that it wouldn’t arrive for my son’sbirthday. We’ve spent the whole weekend waiting for his present but to noavail. He’s been crying, I’ve been crying – it has completely annihilated hisbirthday as he hasn’t had a present. I’m sick of hearing empty apologies andlies down the phone. I’ve never written a letter complaining in my life, butextreme poor service has led me to this.

It must be really annoying when your son's birthday suddenly appears with only two days notice.

Perhaps you can blame your lack of forethought on Amazon too.

Incidentally, you will be no better off next year as your son's birthday will be on the Monday following Black Friday - i.e. on Cyber Monday.
I hope that advance warning will help you.

Doc_N

MFN wrote: »

View my issues below and be warned -DO NOT BUY FROM AMAZON - THEY ARE A FACELESS BUREAUCRATIC COMPANY THAT COULDN'T CARE LESS ABOUT SMALL CUSTOMERS.
I have beenabsolutely appalled by my experience following my purchase of the XBOX one onthe 26th November.

Mistakes happen. Amazon sort them out far better than most companies do - and that even includes companies such as John Lewis and M&S. Amazon staff very rarely lie (why would they?) - but like all of us they are fallible.

You were unlucky - but your experience is not typical.

racey

Doc_N wrote: »

Mistakes happen. Amazon sort them out far better than most companies do - and that even includes companies such as John Lewis and M&S. Amazon staff very rarely lie (why would they?) - but like all of us they are fallible.

You were unlucky - but your experience is not typical.

Look at the following discussion on Amazon forums:
http://www.amazon.co.uk/forum/amazon/ref=cm_cd_notf_message?_encoding=UTF8&cdForum=Fx20NG9OQFCP0QF&cdPage=190&cdThread=Tx21J8C0QW4MWV8#Mx1XXCYYYAKTAKS
It appears that the above poster's experience may well be typical. It is certainly not an isolated case of poor delivery service by Amazon.