I just canceled an order due to CitySprint's inability to deliver on Prime's "Guaranteed" delivery date. It would have been better to have used super saver! At least with super saver, you know and are prepared for the unpredictable nature of the delivery date, and often using this method, Amazon under promise and over deliver.
When you have a Prime account, or have specifically requested next day, and have therefore paid for the privilege of a guaranteed delivery date, it is quite unacceptable when the courier fails.
At this point, customer service is crucial. CitySprint don't seem to have any. We are talking about next day or same day delivery here, so it would be reasonable to expect a quick response from CitySprint via email, or for them to at least pick up the phones when called. As it happens, the 0845 is a looped recording advising the listener to use email, giving the customer no confidence that they will ever answer.
I hope that this discussion doesn't represent a small enough percentage of overall orders for the issues to not be flagged up with Amazon's internal processes. Presumably, they would be alerted if a courier had an abnormally high failure rate.
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