What to Do If Your Amazon Prime Delivery Is Late

[Frisky_Dingo]

I ordered a hat on Monday. Well before noon. It was supposed to arrive yesterday, 10/24/18. First problem, I had it delivered to my job, and it was scheduled to arrive at 8PM. The mail room closes up shop at 5PM! Then, I get a notification at 3:00AM that my package has been delivered. When did USPS start delivering packages in the dead of night? I don't get it because I work in NYC. I can see if I was in North Dakota or something, but I'm a two minute walk from the post office. There's Amazon guys walking all over delivering stuff. There's an Amazon book store a two minute walk in the other direction from the post office. I would say that I would just use their lockers from now on, but you know how when you pre-order a game that you get it the day it's released? In my case, not so with the Amazon lockers. When you choose a locker as your delivery location with a pre-order, that option goes away.

 

[hapolloy]

Here is a conversation I had with an Amazon rep regarding my late package. They basically didn't even believe that the package was late. After it wasn't delivered the next day, I received another message stating that my package can't be found. All they offered was to refund my package. So I'm basically getting ripped off because I'm paying for Prime and the shipping is the only reason I do so.

Me: My package was expected to be here today. I have waited most of the day for it since it was out for delivery, and now I get a new arrival date this late at night. I go with Amazon instead of a brick and mortar store because their prime shipping second day delivery makes things convenient. However now I am being delayed once again by a failed shipment guarantee date.
You are now connected to HariPriya from Amazon.com

HariPriya: Hello, my name is HariPriya. I'm here to help you today.
I'm sorry to hear that there is a delay in order delivery.
https/www.amazon.com/gp/css/summary/e...(See full link)
Are you referring to this order?

Me: yes
This is stuff I could have picked up at a local store, but chose amazon due to their arrival date. Now I'm set back by another day for relying on Amazon.
HariPriya: I'm really sorry about the delay.
Could you please allow me 2 minutes so that I can check and get back to you?
Me: sure

HariPriya: Thank you for staying connected.
I have checked the details of the order and see that currently the order is out for delivery.
I could tell you that the order will be delivered within end of today.

Me: This is the message on the page:
Now expected October 23 - October 24
We're sorry your package is late
We're working to get your package back on track, and we'll let you know when your package is out for delivery.
Please come back Thursday if you still don't have it and we'll help you out.
Was expected today

HariPriya: No (My Name).
Me: ???

HariPriya: The order is out for delivery October 22, 2018 02:06:11 PM Atlanta US.
You should receive your order shortly within end of today.

Me: Thats what I saw all day. Now when I click on the order from my list, It clearly says the message I showed you earlier. One sec, let me show you a screenshot.

HariPriya: Sure.
I have already added the delivery instructions on your order so the carrier will make sure that the order is delivered today.
I don't mean to rush you, but we've been idle for 1 minute. I want to make sure our chat's still connected. If you aren't able to respond in 1 minute, this chat will close.

Me: (Link posted to screenshot of tracking information)
thats the screenshot of what i'm seeing
If my package arrives today, I'll be happy.

HariPriya: I'm sorry for the information in the screenshot However, the order is out for delivery and it will reach you within end of today.

Me: So its 9:51PM my time. You're telling me that they're going to deliver a package after 10PM today?
I find that a little hard to believe.

HariPriya: Please give me a moment so that I'll get in touch with the carrier and get back to you with an update.

Me: sure

HariPriya: Thank you for staying connected.
I have checked the details in the carrier end and see that they have marked as out for delivery However, they have mentioned that they were unable to deliver the package now.
But the carrier has given an update that they will attempt for delivery by tomorrow at the earliest.
I truly apologize for the inconvenience with this order delivery.

Me: Well this is unacceptable to me. This isn't the first time Amazon has guaranteed a delivery and failed to come through. Only difference is this time I bet on it. I'll find some other way to vent my frustration. Thanks for ou help.

HariPriya: I could understand that how this repeated inconvenience could color your expectations.
However, I have forwarded the issue to our concerned team and they will make sure such issues are not occurring in any of your future orders.
HariPriya is typing...

Me: Sure, good day.

 

[lccascio]

The problem with late deliveries from the consumer perspective is that they immediately go to a low priority status. I notice once my order is delayed, it will sit at my local amazon facility for days as "out for delivery". I think once the on-time delivery metric is blown, there is little incentive for them to get you your package in a timely manner. I am trying out a new approach which is to immediately cancel late orders and then re-order them, especially with items promised same or next day.

 

[perfectdude373]

I ordered a switch on black Friday and just thought that it was late in getting to me. It was actually lost in transit and all they gave me was a refund. If they used to give you free credit they don't anymore.

 

[roguemacks]

I just had this issue, and the Amazon representative I spoke with said they are no longer offering the free Prime extension on late deliveries. They offered me a $5 promotional certificate to my account as "good gesture."

 

[billzilla]

'Amazon is renowned' (adjective), not 'renown' (noun).

 

[willem_b]

I contacted Amazon customer service through their chat app due to a late Prime Delivery. I was informed that their Prime one-month extension offer had ended 5-6 months ago. They first offered me a 5 USD promo. I expressed my disappointment, and they then offered to refund the price of the item after it had been delivered as a "one time exception."

 

[willem_b]

My Prime order did not arrive on time. Contacted customer service via the chat app and was told the Prime Membership extension offer had ended 5-6 months ago. Was offered a USD 5 promo. Said I was disappointed. They then agreed to refund the cost of the item after it had been delivered on a "one-time basis," which I accepted as the value was greater (USD 13.95).

 

[golferpeb]

I'm adding my two cents here. The free extension to Amazon Prime was removed from six to nine months ago. It seems they are putting more barriers up. Used to be that I could email about the order and just inquire about a free month of Prime because my order was late.

Tonight, I discovered the email option was gone and I had to call them. My speculation is they do this because they know most people are afraid of asking for money (asking for a free month of Prime is like asking for money). My order did not arrive by 8 PM. It was supposed to be delivered from Dec 4 to 7th by 8 PM. Now, the scheduled delivery date is being pushed out to the 9th.

The rep did give me a $20 Amazon promo for my troubles. If he had low-balled me with an insulting $5 promo, I would have asked for the the price of my order to be free and escalated the matter up to their supervisor until I got what I wanted.

 

[fireman1000]

I just recently called about a very, very late prime package and was told they DO NOT offer free months of prime any longer. I did get a $5.00 credit on Amazon shipped items.

 

[sanjidude]

Amazon just ain't what she used to be. I have had Prime for several years; though I do get many of my items within the 2 day period, it should be ALWAYS, since I'm paying for it. Another pet peeve is that when I search for an item that says it's eligible for Prime and put it in my cart, when it's time to pay for it, lo and behold, it can't be shipped in two days. It might not even be in stock! This bait and switch really makes me crazy. And don't get me started on the prices for Prime items. I sometimes find better deals on the same items when they're NOT Prime.

Most annoying of all is that it's not easy for me to find non Amazon brand clothing items. I like real brand name items - I'm tall and not a waif - the sizes offered by the non American company vendors on the site don't usually fit me. So tired of sending things back! (Just a tip...if the face of the model isn't visible in the photo, it may not be a US manufacturer).

So I'm probably not going to continue my Prime membership since it's pretty expensive now and I'm not sure there's a benefit to it. Back in the day, I could find anything there quickly and for a great price. Now it's a chore.

 

[tbuchser]

New Amazon advertising suggestions:

Amazon, for when it's not really important that it arrives.
Amazon two day shipping, we hope.
Amazon when it absolutely must get there eventually.
Amazon, trying to be more like Wish.

And for this they are raising their price for Prime again.

 

[dalewillson]

I've ordered over 300 items this year with only 2 not being delivered in the one day and I received a free month both times.

 

[XMEN_2012]

I really find amazon prime is faster, better and consumer centric in india than any other eCommerce services. Delivery is always on time as we have 3-4 delivery agents assigned for my area and they always drop packages on time, also customer service is fair nothing to complain about but yeah they are trained Bots can't help you go out of the way.

Anyways I found this thread useful for future references but as of now it is the best in my country.

 

[turtleface28]

So yeah, this article is completely false now. Amazon doesn't give a * about upholding their shipping rates. Here's the exact convo I had:

<q>Initial Question: I just received an email saying that this order is delayed. I specifically bought a month of Amazon Prime and picked 2 day shipping because I needed this order by the end of today for my niece's birthday tomorrow. I will be really dissatisfied with my experience if I have to wait longer. Especially because the tracking details show that it was in Portland OR, but then it was shipped to Hillsboro? This makes no sense because the package is supposed to be delivered to Portland.

04:25 PM PST Venzon(Amazon): Hello, my name is Venzon. I'm here to help you today.

(Venzon literally left the convo and I had to wait for a new person?? So that's awesome!)

04:28 PM PST Krishnakanth(Amazon): Hello, my name is Krishnakanth. Please give me a moment to review the previous correspondence.

04:29 PM PST Krishnakanth: Hello Cassidy, I am really sorry for the inconvenience caused to you.
Please accept my sincere apologies in this concern.
I understand how important is this package to you.

04:30 PM PST Cassidy: I appreciate any help you can offer me, Krishnakanth.

04:31 PM PST Krishnakanth: Could you please confirm if the item is : New Nintendo 2DS XL - Orange + White With Mario Kart 7 Pre-installed - Nintendo 2DS

04:31 PM PST Cassidy: Yes, that's it.

04:35 PM PST Krishnakanth: Cassidy, as checked the package is still in transit to the station.

04:36 PM PST Krishnakanth: I will request the Logistics team for the delivery of the package at the earliest as soon as the package reaches the station.

04:37 PM PST Cassidy: Okay, thank you. So will delivery be tonight or tomorrow?

04:38 PM PST Krishnakanth: Cassidy, i cannot confirm you the exact time frame for the delivery of the package as the package is still in transit to the station, so once the item reaches the station, then the package will be out for delivery.

04:40 PM PST Cassidy: Ok

04:41 PM PST Krishnakanth: Cassidy, I'd request you to wait till tomorrow for the package.

04:42 PM PST Krishnakanth: I Don't intend to make you wait for a long time, but i request you to bear till tomorrow for the package.

04:44 PM PST Krishnakanth: If you are not receiving the package by tomorrow, please contact us back , so that we can assist you further and better in this concern.

04:44 PM PST Cassidy: Ok

04:45 PM PST Krishnakanth: Is there anything else may i help you with ?

04:45 PM PST Cassidy: No. Have a good day.</q>

You can tell how pissed off I am by the end of this conversation. Absolutely zero help. Zero consolation. They basically tell you "too bad so sad, wait until tomorrow." Which, OF COURSE, it will be here tomorrow but the point is, I paid for 2 day shipping!

It's truly ridiculous. At the very least, my shipping should have been refunded, but they just don't care.

 

[USAFRet]

So yeah, this article is completely false now. Amazon doesn't give a * about upholding their shipping rates. Here's the exact convo I had:

Well...this article is over 2 years old. Policies change.

 

[4675345]

I'm also having the same issues as other state here, at least 15% of my packages arrive late. Won't be renewing my Prime membership. Now days I find my self buying more from Ebay than Amazon, Most of the time the prices are lower and items get here about the same as Amazon.
BTW, this article was written/updated on 11/2018, not 2 years ago.

 

[USAFRet]

I'm also having the same issues as other state here, at least 15% of my packages arrive late. Won't be renewing my Prime membership. Now days I find my self buying more from Ebay than Amazon, Most of the time the prices are lower and items get here about the same as Amazon.
BTW, this article was written/updated on 11/2018, not 2 years ago.

I was just going by the original date. It has evidently been updated.

 

[sdajos]

Amazon has increasingly been later and later since it's inception of Amazon Delivery Services. USPS and UPS never have an issue getting the packages to me on time but whenever it tracks as Amazon Delivery I can expect at least a 2 day delay if not more (or often it shows delivered and the image of the delivery is NOT my home).

I was happy when they would give you a month extension of Prime but since it's gotten so bad, they no longer do this (or compensate for any late packages for that matter). I will be ending my Prime membership upon it's renewal this month. It's just not worth more money for so much less in services.

You had a great product and broke it. But I guess it was just a matter of time.

 

[mouseknuckles]

It's a situation of "if everything is an emergency, then nothing is an emergency, because the people handling the emergencies can only be in one place at a time."

Something like 50% of all Amazon customers are now Prime members, which means half of all orders are an "emergency" for them, so they have to scramble too much and their system can't handle it.

More and more two-day deliveries are taking longer than that. I live in a rural area about 45 minutes from the Twin Cities and Amazon usually sends things via the post office, with an occasional UPS delivery.

An item that says "Get it Tuesday if you order in the next 6 hours" on its product page, and "Guaranteed Delivery Tuesday" on your shopping cart page, suddenly becomes "Delivery Estimate - Tuesday" once you've made the purchase and they have your money.

I've been a Prime customer for several years, but I'm about 95% sure I won't be renewing when it comes up in July, especially since it's gone up to $119 per year now. We'll see if things improve at all over the next few months, but I'm not holding my breath.

The thing is, the free shipping is still worth the price for me. Given as many items as I order, I'm still saving a ton of money over ordering from other places where I'll have to pay $7 to $15 shipping for every item.

There are a lot of good things about Amazon and their website itself is about the best and most complete online ordering site there is as far as the control you have over your account, comparing items, selection, customer reviews, etc. There is a lot of bad too though, with product reviews not applicable to the product you're viewing because the product on the page has changed or is offered by another seller, counterfeit items not really being what is advertised, false or fraudulent customer reviews, and the increasing frequency of delivery time problems.

I guess I'll have to go with my gut feeling when Prime renewal time comes and decide what I want to do. It's too bad because Amazon used to work flawlessly from purchase to delivery to returns and customer service, but it doesn't anymore.