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Amazon Logistics don't even bother trying to deliver and your customer services staff don't seem to care!

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By Mr B, 11-Jun-2014 16:47 BST Permalink Report abuse

I am a Prime customer, and have been for years. I am because of next day delivery - I find it extremely useful... When you actually deliver next day!

For several years I had problems not getting next day deliveries due to poor courier service - but at least their tracking services showed that the items weren't going to be delivered on time (or in the case of Royal Mail, that no tracking info was available at all - then I'd know for definite that the delivery wouldn't be made on time).

Then you start sending parcels via Amazon Logistics... And well, they're even worse.

Basically I had a parcel months ago that I received a notification for on my phone and by e-mail telling me you'd tried to deliver but couldn't. I'd arranged to work from home and I knew you definitely hadn't tried to deliver. A few hours on the phone to you and you'd finally contacted the courier and the traffic manager contacted the driver, and he came and delivered that day. Even then he had to phone me and I had to guide him to my address. He apologised to me and said he couldn't find my address, and was a new driver to the route, didn't know his way around, had too much to deliver and so had just decided not to.

There has been one other delivery that I haven't been in for since then, and a piece of paper was put through my door to tell me you'd tried to deliver.

Today however, I received a message on my phone, through the Amazon app, saying that you'd tried to deliver my parcels but couldn't. I was working from home again, I jumped up and checked outside, no van, nothing. I checked the front door - no piece of paper / card. Again the driver hasn't even bothered to try and deliver.

I spent over an hour on the phone, having to insist that you escalate to the courier again, and up several levels from the person that answered the call. Most people I spoke to seemingly weren't bothered - tough luck seemed to be the general gist of the calls. Eventually someone phoned the courier and came back and I was told that it wouldn't be today. When I insisted on speaking to that person's manager, I was put on hold again, come back to and told that their manager wasn't available but another escalation number for Amazon Logistics had been found, and that they were trying to get through to the driver but the agent had to phone back to Amazon Logistics in 30 minutes and they would then call me back.

We agreed that the agent would call me back 40 minutes later. I was nervous about a call back after being let down on promises of calls back in the past by Amazon. I explicitly asked for a promise that I would be called back 40 minutes later, and the promise was made.

Guess what? That 40 minutes has long since come and gone.

Amazon - I like you as a company. I've spent a lot of money with you. But you keep letting me down. Why? :(

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By Mr B, 11-Jun-2014 17:17 BST Permalink Report abuse

In reply to Mr B

11-Jun-2014 16:47 BST

I am a Prime customer, and have been for years. I am because of next day delivery - I find it extremely useful... When you actually deliver next day!

For several years I had problems not getting next day deliveries due to poor courier service - but at least their tracking services showed that the items weren't going to be delivered on time (or in the case of Royal Mail, that no tracking info was available at all - then I'd know for definite that the delivery wouldn't be made on time).

Then you start sending parcels via Amazon Logistics... And well, they're even worse.

Basically I had a parcel months ago that I received a notification for on my phone and by e-mail telling me you'd tried to deliver but couldn't. I'd arranged to work from home and I knew you definitely hadn't tried to deliver. A few hours on the phone to you and you'd finally contacted the courier and the traffic manager contacted the driver, and he came and delivered that day. Even then he had to phone me and I had to guide him to my address. He apologised to me and said he couldn't find my address, and was a new driver to the route, didn't know his way around, had too much to deliver and so had just decided not to.

There has been one other delivery that I haven't been in for since then, and a piece of paper was put through my door to tell me you'd tried to deliver.

Today however, I received a message on my phone, through the Amazon app, saying that you'd tried to deliver my parcels but couldn't. I was working from home again, I jumped up and checked outside, no van, nothing. I checked the front door - no piece of paper / card. Again the driver hasn't even bothered to try and deliver.

I spent over an hour on the phone, having to insist that you escalate to the courier again, and up several levels from the person that answered the call. Most people I spoke to seemingly weren't bothered - tough luck seemed to be the general gist of the calls. Eventually someone phoned the courier and came back and I was told that it wouldn't be today. When I insisted on speaking to that person's manager, I was put on hold again, come back to and told that their manager wasn't available but another escalation number for Amazon Logistics had been found, and that they were trying to get through to the driver but the agent had to phone back to Amazon Logistics in 30 minutes and they would then call me back.

We agreed that the agent would call me back 40 minutes later. I was nervous about a call back after being let down on promises of calls back in the past by Amazon. I explicitly asked for a promise that I would be called back 40 minutes later, and the promise was made.

Guess what? That 40 minutes has long since come and gone.

Amazon - I like you as a company. I've spent a lot of money with you. But you keep letting me down. Why? :(

Just had a phone call back... (I wonder, was this message seen, did that prompt it?)

Your courier - Amazon Logistics - refused to deliver today. Charming.

Amazon have once again FAILED to live up to the GUARANTEED delivery dates you give to me as a Prime customer. This time you can't even blame an external courier.

I've cancelled the orders and will go elsewhere for these items, and you won't be my first choice of shopping site in the future.

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By Bob, 11-Jun-2014 17:23 BST Permalink Report abuse

In reply to Mr B

11-Jun-2014 17:17 BST

Just had a phone call back... (I wonder, was this message seen, did that prompt it?)

Your courier - Amazon Logistics - refused to deliver today. Charming.

Amazon have once again FAILED to live up to the GUARANTEED delivery dates you give to me as a Prime customer. This time you can't even blame an external courier.

I've cancelled the orders and will go elsewhere for these items, and you won't be my first choice of shopping site in the future.

You are unfortunately posting on a public forum and Amazon often do not read these posts.

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Initial question 11-Jun-2014 16:47 BST
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