Amazon 'delivered' but not received

soolin

This is just a vent so sorry!

Ordered 2 items, one of which is a small vacuum cleaner - total of 2 items is £130 and I opted to have them delivered yesterday as I would be home all day.

Tracking updated to say delivery between 1-4 , at 3.30 pm it updated to up to delivery by 4.30 pm. tracking stopped at item '5 stops away' . Then  when I checked again at 4.30 it showed as delivered.

We are both home, we have a sensitive Ring doorbell that picks up visitors to both our house and the one next door (we can't see their front door but we get the motion alert ring if they come anywhere near the boundary wall) - nothing was triggered. Checked outside anyway just in case- and nothing.

Phoned Amazon and they firstly said it was probably left in our safe place- when I asked them which safe place that was they agreed we hadn't got one and specifically ask for parcels not to be left on drive. They then said a neighbour probably took it in- but couldn't tell me which one or why they would deliver to a neighbour and not to me. Then pointed out that if I check online it does say if I google it '' in "rare cases," Amazon packages show as delivered up to 48 hours prior to their actual arrival. If you're within that window, wait to see if your order shows up — it could still be en route. but were unable to confirm if this was the case. I explained this was urgent and they said they would get a duplicate order out that same day and hopefully one lot would arrive.

Just checked my orders on Amazon, both items are in stock (although the vacuum cleaner has increased in price by £45) and it shows the cleaner now not arriving until 20th October and the other item by September 9th. I suspect they are hoping the original parcel still gets here but unfortunately we won't be in much this week and are then on holiday for just over 2 weeks.

Absolutely frustrating , I'm out for most of today so will phone tomorrow before I go out again and see if there is any update on timings.

Jaybee_16

Living in a rural area, there have been a couple of occasions when tracking showed 'delivered' but the item hadn't. Contacting Amazon resulted in them saying to give it a couple of days to arrive then get back to us if it's still not delivered. 

Presumed that as I'm rural, the delivery person just kept the item on the van until they had several drops in the same area, yet showed the tracking as delivered. 

soolin

Jaybee_16 said:

Living in a rural area, there have been a couple of occasions when tracking showed 'delivered' but the item hadn't. Contacting Amazon resulted in them saying to give it a couple of days to arrive then get back to us if it's still not delivered. 

Presumed that as I'm rural, the delivery person just kept the item on the van until they had several drops in the same area, yet showed the tracking as delivered. 

I live in Greater London , when the tracking message showed as ‘your item is 5 stops away’ it was probably less than a mile from my house looking at the map. 

Nothing has arrived yet, replacements have apparently been ordered but when I tried live chat it worryingly says they are waiting for me to return the unwanted vacuum cleaner  before they send a replacement, but the replacement for the 2nd item is being delivered tomorrow. When I spoke to a CS rep he told me a refund had been made for the cheaper item (he doesn’t know why it shows as being delivered tomorrow) and the vacuum cleaner replacement would arrive in a month.

So I’m now horribly confused and all I keep being told is don’t worry your items will turn up . 

custardy

soolin said:

Jaybee_16 said:

Living in a rural area, there have been a couple of occasions when tracking showed 'delivered' but the item hadn't. Contacting Amazon resulted in them saying to give it a couple of days to arrive then get back to us if it's still not delivered. 

Presumed that as I'm rural, the delivery person just kept the item on the van until they had several drops in the same area, yet showed the tracking as delivered. 

I live in Greater London , when the tracking message showed as ‘your item is 5 stops away’ it was probably less than a mile from my house looking at the map. 

Nothing has arrived yet, replacements have apparently been ordered but when I tried live chat it worryingly says they are waiting for me to return the unwanted vacuum cleaner  before they send a replacement, but the replacement for the 2nd item is being delivered tomorrow. When I spoke to a CS rep he told me a refund had been made for the cheaper item (he doesn’t know why it shows as being delivered tomorrow) and the vacuum cleaner replacement would arrive in a month.

So I’m now horribly confused and all I keep being told is don’t worry your items will turn up . 

I think the handling of undelivered items with Amazon Flex drivers is a bit hotch potch.
I think the system is set up to assume all items will be delivered.
Hence the confusion

cymruchris

It happened to me once a few months ago - showed as delivered, and I'd been home all day with CCTV fitted at the front door. Amazon advised to wait a couple of days, and it did indeed turn up. My guess is that the delivery person was at the end of shift, ran out of time, and so marked the remaining parcels as delivered to keep the metrics positive, with the intention to deliver them on the next available round. The usual thing in big corporations that set performance targets that are challenging to meet - people cheat! It might be that failure to deliver would result in a financial penalty for the driver. (Not that it matters to you - who just want your parcel delivered)

soolin

Well nothing arrived today and so far today I’ve had a random refund of £10.19 a dispatch note to say the smaller item is arriving tomorrow and a full refund of that smaller item. The vacuum cleaner still shows as arriving in October.