Rescheduled Amazon, will I ever get it? Not looking good. 15 November 2022 at 11:34AM edited 15 November 2022 at 12:01PM in Shop but don't drop 7 replies 353 views

thesled

I bought an item on Prime, quite an expensive one. It was due to be delivered last Saturday (12th).
I had to go out so I rescheduled it for Monday. So far so good. 
The tracking log said "Customer has requested the shipment to be delivered at a different date. Parcel will now be delivered on the requested date"
Then at 9:30 that evening the status changed to "Delay in delivery due to external factors"
Yesterday it sat at 

Your package can still arrive today

We're working to get your package back on track. Please check again later for more delivery info.

There were no status updates after "Delay in delivery due to external factors". So about 6:15pm I got onto them again. 'When is it coming?' I asked. 'Errr. . . . soon. Hopefully' they replied. I said 'I need to know when it's coming'. They said 'Errr. . . . tomorrow then, I promise tomorrow'. 
So they changed the delivery day to today.
The tracking log said "Customer has requested the shipment to be delivered at a different date. Parcel will now be delivered on the requested date"
And guess what, at 7:50 AM "Delay in delivery due to external factors" has appeared again in the log. Together with the 

Your package can still arrive today

We're working to get your package back on track. Please check again later for more delivery info.

nonsense. 
So, they are basically lying their pants off aren't they? There is no "Delay in delivery due to external factors". They just say that to get themselves out of the 'Parcel will now be delivered on the requested date' promise. Truth is they've just no idea what's going on.

My conclusion is, never reschedule anything. It seems to completely screw up the system, which may be why you can't do it without contacting Customer Service. 

I'm wondering if it might be better just to cancel and start again, but I'd need them to give me my money back before I can repurchase the item and I don't know how quickly they'd do that.

sarah1972

You can only see what Amazon live chat offer you, ask them for a refund but that will take a few days to go back on your card and in the meantime the price may increase. 

I have had delayed due to external factors before and generally it does arrive a day late. 

thesled

Well I spoke to them again. They told me I should now have it 'by the 17th at the latest' ie in two days time. Which is ridiculous as according to tracking it's been at the same depot since Saturday. 
So, that's twice they've promised to deliver it on a certain day and twice they've failed. So I've cancelled it and now they say I have to wait '5-7 working days' to get the money back - AFTER they have 'processed the return'
Sometimes you just can't win. 
They didn't use to be this bad. I'm sure they're getting worse. 

sarah1972

thesled said:

Well I spoke to them again. They told me I should now have it 'by the 17th at the latest' ie in two days time. Which is ridiculous as according to tracking it's been at the same depot since Saturday. 
So, that's twice they've promised to deliver it on a certain day and twice they've failed. So I've cancelled it and now they say I have to wait '5-7 working days' to get the money back - AFTER they have 'processed the return'
Sometimes you just can't win. 
They didn't use to be this bad. I'm sure they're getting worse. 

Yes that’s what I was saying that a refund will take a few days which is normal for most companies. Although yours will be longer as they have explained it’s 5-7 days after the return is processed back into their warehouse so they won’t issue it until the item is received back by them and then they process it for a refund. 

(I sent a video camera back to Amazon a couple of years ago and it got ‘stuck’ in transit, took me over 3 weeks to get it back on my card)

It sounds like a courier problem so Amazon May not have mis informed you, they are probably relaying what they are being told. 

If it’s been at the depot since Saturday, did you not try them as well? 

Anyway, problem solved now but sadly you don’t have your item. It’s one of life’s annoyances with couriers sadly. 

thesled

The carrier is Amazon Logistics. It's their own depot. 
Which is why I think they're feeding me a lot of nonsense. The parcel is scanned everywhere it moves, I can't believe they don't know exactly where it is. But they wouldn't tell me. Unless they've lost it. . . . . . 
It's 'amazing' that every time I rescheduled it it went straight to "Delay in delivery due to external factors"

KxMx

If the courier was Amazon Logistics then the customer cannot contact them independently. You have to go through Amazon Customer Services. 

sarah1972

thesled said:

The carrier is Amazon Logistsics. It's their own depot. 
Which is why I think they're feeding me a lot of nonsense. The parcel is scanned everywhere it moves, I can't believe they don't know exactly where it is. But they wouldn't tell me. Unless they've lost it. . . . . . 

Ah in which case they are spinning you a yarn and sadly you can’t contact them. Fingers crossed they receive it back quickly so you get your refund asap 

I’ve never had one delivered by their own logistics, mine have been Royal Mail or evri. 

Buster_Danog

Did it arrive?

Also, someone mentioned you can't reschedule without contacting Amazon, but I just hit a button to reschedule a parcel from Friday 18th November to the following Monday, and the request has gone through automatically. It now shows as rescheduled for delivery on Monday.

Edited to add: The OP hasn't responded but I found the reschedule option worked perfect in my area. My parcel arrived on the day I requested. I am glad Amazon have introduced this option. At the moment there is no charge for it and I hope it stays that way.