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Amazon Prime - Has the level of service intentionally dropped ?


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Showing 1-25 of 498 posts in this discussion
Initial post: 3 Jan 2011 19:07:15 GMT
Ian Wantling says:
Hi guys. I renewed by Prime membership for the third consecutive year on 17th Dec. I order lots of things from Amazon and I'd never suffered a late or lost delivery in the previous three years. However, from the start of December I noticed Amazon were using Royal Mail for the majority of my orders (previously it was a 70/30 split in favor of City Link). Also, Amazon, whilst dispatching the same day, weren't using special delivery (as they had over the previous three years), and my orders were taking between three and five days to reach me.

I've contacted Amazon who have extended my current Prime membership by a month - so my next renewal is mid January 2012. I feel I've been tolerant; giving them allowance for the adverse weather but the drop in service level happened well before the snow came. I'm still thinking of asking for a refund on the Prime membership as it's pointless paying for next day delivery if I'm not getting it......

Your thoughts and comments will be appreciated....! !

Posted on 3 Jan 2011 19:24:30 GMT
Jason says:
Completely agree, noticed the exact same issue with deliveries in December. The email responses from Amazon to my queries just say that prime is one day delivery and not guaranteed - seems to me that Amazon now seem to think that first class post is acceptable for this although they keep avoiding answering the specific question I've asked as to whether first class is now the default delivery method for prime orders. I will definitely not be renewing when all they are doing is using first class and charging £49 a year for the privilege, especially when they have not let customers know in advance that they intend to make this change. I know it has never been a guaranteed service but there is significantly less chance of items now arriving next day than there ever was before. A trawl of other sites on the web shows results of many customers having the same complaint.

In reply to an earlier post on 3 Jan 2011 19:38:32 GMT
navigator says:
I've had similar problems. Like you I've been a Prime member for about 2 and a half years and the service is not a patch on what it has been. I'm still waiting for a package that Citylink tracking says should have been delivered on 23 Dec. Still waiting! Another package has been sent via Royal Mail and I'm still waiting. I've made reasonable allowance for the long Christmas bank holidays but I'm still not satisfied. I have had one response so far from customer services promising delivery in 48 hours - and that was 4 days ago. I think they should have said 7 days! I will be monitoring Amazon's performance with subsequent orders and will reluctantly move my business elsewhere if there are further problems.

In reply to an earlier post on 3 Jan 2011 21:34:58 GMT
tinker says:
Could never see the point in Prime, if I want it fast I'd pay for it or go to a bricks and mortar retailer. Amazon has always been for me, get it in a week. Long may supersaver continue. Frequently supersaver is despatched quickly and is delivered within 2 working days, exceeding my expectations.

Posted on 3 Jan 2011 21:38:28 GMT
Mummy2Pickle says:
I've had the same problem ... some parcels taking up to 3 weeks to be delivered! I won't be renewing my membership if they use Royal Mail as default as I can use supersaver for free!

Posted on 3 Jan 2011 21:39:02 GMT
I have a friend who orders loads more from Amazon than I do and has used both free supersaver delivery and first class. She says not only do the supersaver deliveries always arrive first, they have a sooner delivery estimate!
How does that work??

In reply to an earlier post on 3 Jan 2011 22:46:44 GMT
tinker says:
C. Rucroft

I suspect that Supersaver puts you to the back of the picking queue, a way to spread the load in the warehouse, therefore you take your luck when you place the order. Prime/ expedited delivery puts you at the front of the picking queue.

However different products, different warehouses might also be an answer as well as size/ product availabilty.

MHO FWIW

Posted on 3 Jan 2011 22:53:01 GMT
A reader says:
I pay for Prime. I ordered a few Christmas things well in advance, which were dispatched on 14th December. My friends and family ordered stuff for me - non-prime on about the 19th. Their stuff for me all arrived; my "prime despatched" stuff failed. Booo! Although in Amazon's defence I have had problems with my lovefilm discs also, post generally superslow.... Strange though, we had very little snow in our area but I am starting to wonder what the point of prime is when non-prime gets there first!! Hating Royal Mail too... When stuff did arrive postie left it sticking out of letterbox in the rain, didn't ring bell (I was in) so amazon parcel acted as a nice wick directing all the rain inside the letterbox. Mmmmm, nice soggy replacement parcel 2 weeks late, so worth the £49 a year!!!

Posted on 3 Jan 2011 23:16:46 GMT
I've been absolutely thrilled with the level of service my prime membership has given me in the past. I've ordered lots of things and got them the next day and have always said that it has been well worth the money.

That is until recently. If I wanted to wait for deliveries, well to be frank I'd go into to town at the weekend. My husband hasn't had his Christmas presents from his brother and I'm missing half a dozen parcels, all of which are "one day delivery". Well it's a blinking long one day.

I've had the membership since it was first introduced, if it continues this way then I certainly won't be renewing mine later this year.

Posted on 3 Jan 2011 23:56:26 GMT
M. Conlon says:
Every item i've had dispatched via city link has been late, items sent by Royal Mail have always arrived on time.

Posted on 4 Jan 2011 09:13:52 GMT
Talk Tonic says:
Prime seems to be no better than the rest these days. I've been a prime member for over two years, I pay the extra to know exactly when I can expext my parcel, our local Royal Mail sorting office has short opening hours and the City Link depot is over 30 milles away, I really don't need to go through the whole "Depot card" fiasco. City Link have been the most reliable, Royal Mail have been a lost cause on the month prior to Christmas, although I've received delayed packages from both. Packages from the home delivery network have arrived opened! Amazon themselves have sent items out much later than the One-Day Prime suggests. Amazon are never helpful in addressing this issue, it certainly isn't the first time I've had this problem. Worth the premium, I really don't think so anymore, perhaps the time for the high street shopper has returned or at the least some patience and a financial saving to boot!

Posted on 4 Jan 2011 09:25:10 GMT
jenchris40 says:
I'm very disappointed too. I thought the delays were all down to the bad weather and usual Christmas postal carnage, but apparently not. I'll be asking for a refund of my Prime money because as others have said, why pay and still wait 5 days when Supersaver does that for free?

Posted on 4 Jan 2011 10:22:30 GMT
Ian Wantling says:
Thanks for all your contributions folks. I'm still waiting for a bog standard £1.95 HDMI lead I ordered on 29th Dec - sent via Royal Mail. By rights, I should have received it on the 30th; 31st at the latest. The post had been today and still no delivery.....!

I've gone through my account and since the beginning of Dec only 2 of 17 orders arrived when expected......

Refund of Prime membership has now been requested.

Posted on 4 Jan 2011 10:46:50 GMT
G. Young says:
i have been a prime member for 2 years now and thought long and hard about wether to pay £49.00 to receive my items within 1 day, i was really please with this service up until about the end of november 2011 and then amazon started sending out all my smaller orders via standard royal mail and not special delivery. i have waited for up to 7 days for my items to arrive and i am not happy about this . why charge customers for Prime and then just send items normal first class which most regular online purchasers know is more like a 3 day service and thats in good weather conditions. amazon still put "Prime" on the address labels - maybe they are hoping that the royal mail will treat them with priority if Prime is on the label. i doubt it. amazon please provide the next day service that we all loved or stop charging £49 for so called Prime delivery.

Posted on 4 Jan 2011 11:00:09 GMT
J. Clay says:
I'm waiting for two items ordered 27th December, with an estimated delivery of 30th December. Amazon just say wait until 7th January. Why are they offering Prime if they can't deliver? I agree that the Prime service is getting slower, and wonder if a 'Superprime' is in the offing?

Posted on 4 Jan 2011 11:12:38 GMT
J. Calvert says:
Until recently I noticed that Amazon would use Royal Mail 1st class Special Delivery for light weight low value items and City Link for the rest but then Amazon switched to Royal Mail 1st class rather than special delivery a few weeks before Christmas. Around this time I read in the paper that Royal Mail were sometimes leaving behind some special delivery/signed for items for the next day if they had too many for a particular postman as they add too much time to the delivery rounds so I assumed that was why Amazon had stopped the signed for service. Another recent exception I've noticed is that since I reported to Amazon a few days ago that City Link "lost" a Wii Console they'd sent to me at their local depot 2 weeks before Christmas they've since sent a high value item to me by Royal Mail standard 1st class.
I'm hoping all will return to normal soon...

Posted on 4 Jan 2011 11:59:38 GMT
Richard says:
I too have been a Prime member for some years and have noticed exactly the same degradation in service in recent months. I too think that Amazon are taking a different view of Prime than at first - quite possibly because it is costing them more money than they are generating from the price charged and need to find a way of balancing their books on dispatch costs. I have recently complained and received the previously mentioned extension of my existing Prime membership for a month as an apology - and whilst recognizing that Amazon do not control the courier/post services, their entire business model is predicated on ensuring their customers receive their goods promptly and in good order. I'm prepared to give them another chance but, being a high user of their service, will be monitoring their progress in the next quarter and exploring other avenues - as the increasing number of "order on-line and collect in store" retailers who are offering competitively priced products grows in number.

Posted on 4 Jan 2011 13:27:52 GMT
tinkerbell says:
Amazon have been trying to blame RM, this is however at Amazon's door. They say one day delivery as that is in theory what it should be. They are now phasing out SD and using one day tracked, it's bascially 1st class. It should be next day in reality it's not. SO there is nothing gt'ed about it.

Amazon are definately relying more and more on 1st class tracked not SD, you can no longer say you will get your parcel next day. As for $hitty link, don't get me started, I have cancelled prime.

Posted on 4 Jan 2011 13:34:25 GMT
Ian Wantling says:
I've just received a reply to my request for a refund on my Prime membership (from one of their automatrons from the look of it)....
Basically they're saying a big 'NO...." Comments please folks....! (Bearing in mind since renewing my membership on Dec. 17th not a single item has arrived next day; in fact not a single item has arrived inside four days....). Here's the response -

Regarding the Prime,

I have received your request to cancel your Amazon Prime membership.

After reviewing your order history, I have discovered that you have used your Amazon Prime benefits prior to requesting cancellation and are not eligible for a refund of your membership benefits.

According to the Terms & Conditions of Amazon Prime, you can cancel your Amazon Prime membership and receive a refund of the membership fee only if you or your registered guests have not made any eligible purchases. You can review the Amazon Prime Terms & Conditions here:

http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=200198240

Because you are not eligible for a refund of your Amazon Prime membership fee, I have made sure that your membership will remain active so you can take advantage of the membership benefits you purchased. You may continue to receive your delivery benefits until your membership expires on January 17, 2012.

If you wish to end your membership when it expires, please visit Your Account on Amazon.co.uk, click on "Manage your Amazon Prime membership" under Subscriptions Management, then click the "Do not renew" button in the Amazon Prime membership window. Setting your membership to "Do not renew" will ensure that you are not charged for a new membership when your benefits expire. Their response is -

have received your request to cancel your Amazon Prime membership.

After reviewing your order history, I have discovered that you have used your Amazon Prime benefits prior to requesting cancellation and are not eligible for a refund of your membership benefits.

According to the Terms & Conditions of Amazon Prime, you can cancel your Amazon Prime membership and receive a refund of the membership fee only if you or your registered guests have not made any eligible purchases. You can review the Amazon Prime Terms & Conditions here:

http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=200198240

Because you are not eligible for a refund of your Amazon Prime membership fee, I have made sure that your membership will remain active so you can take advantage of the membership benefits you purchased. You may continue to receive your delivery benefits until your membership expires on January 17, 2012.

If you wish to end your membership when it expires, please visit Your Account on Amazon.co.uk, click on "Manage your Amazon Prime membership" under Subscriptions Management, then click the "Do not renew" button in the Amazon Prime membership window. Setting your membership to "Do not renew" will ensure that you are not charged for a new membership when your benefits expire.

Thank you for trying Amazon Prime and shopping at Amazon.co.uk.

Did I solve your problem?

Posted on 4 Jan 2011 13:40:19 GMT
tinkerbell says:
I'd pull them up on their own breach of contract and get TS involved if they don't budge.

Sure they have all these disclaimers but the terms have to be fair. If they are stating one-day delivery and consistently fail on this promise, you are not getting what you have paid them for and what they have promised, regardless of carrier.

Posted on 4 Jan 2011 13:46:43 GMT
Problem being that even the Royal Mail did away with Special Delivery in the lead up to Christmas, not even they could offer a guarantee so Amazon couldn't either! The weather in various parts of the country also prevented couriers getting orders out.....a no win situation which ever way you look at, I choose Super Saver every time!! :-)

Posted on 4 Jan 2011 13:56:04 GMT
Ian Wantling says:
Just spoke to a genuinely nice chap from Amazon, who although completely understanding was unable to budge on the refund situation. He told me Prime was for next day delivery - but it wasn't for GUARANTEED next day delivery as it was in the hands of the carriers.....??

I told him that's like me paying Amazon for a 32" tv, but there was a possibility I'd end up with a 23" instead......???

He told me the standard blurb that normal service would be resumed asap. From his answers it looks as though they've been well scripted in what they are to say to us disgruntled Prime customers....!

In reply to an earlier post on 4 Jan 2011 16:37:22 GMT
Nippy _noo says:
Hi I have had the same problem during December, while allowing for the bad weather it is not good enough when we pay once a year to have next day delivery. I ordered something for Christmas and it went missing, by the time another was sent out it was too late had already bought something else. Next day delivery should mean exactly that when you paying for it and not 2 days when the weathers fine.

Posted on 4 Jan 2011 23:42:31 GMT
I'm not thrilled with my kindle being sent out via bog standard untracked royal mail over a week ago. God knows where it is at this moment in time.

I'm also sick of staying in on all of the delivery days as I don't want to have to go down to the depot to go and collect it. I just wish they'd hurry up and deliver already - I mean it's not like prime is advertised as being next day delivery or something...... errrrr!

Posted on 5 Jan 2011 11:45:06 GMT
Indra says:
i signed up for prime deliver in november 2010 - this is a free trial period. But i have been let down. Next day delivery was not next day but the day after or more. So, I got mine cancelled before they charged me. I am led to believe that prime delivery means next day recorded delivery but some of the items that i got was standard delivery or not delivered at all. i was dissappointed with the service. Not sure if £49 is worth for the service.
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Discussion in:  deals discussion forum
Participants:  267
Total posts:  498
Initial post:  3 Jan 2011
Latest post:  15 May 2016

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