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Amazon delivery not made when promised

Posted Thu January 7, 2010 12:00 pm, by Connie V. written to Amazon.com, Inc.

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I decided to order a few last minute gifts for my son for Christmas on December 22. Although standard shipping was free, I opted to pay extra to assure my gifts would arrive on time. The site promised delivery no later than December 24, so I paid the extra even though the free shipping would have arrived a day or so later.

My gifts didn't arrive until December 26th, which made my child question why Santa didn't bring them in his sled. I wrote two complaints to the Amazon site and never even received a reply.

Reply to complaints. I don't do business with companies who can't be bothered answering complaints. I also feel I should be reimbursed shipping charges, as these items were not delivered as promised.

If this isn't done, this will be my last order with Amazon, which would be a shame because I was really starting to like ordering from Amazon.


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by burst1pain Posted Wed November 6, 2013 @ 6:35 AM

must have been holidays?

Reply
by Pat R. Posted Thu November 25, 2010 @ 6:09 PM

We ordered on 11/19 and it was scheduled to ship the same day (and
upgraded to 2 day shipping at extra cost). UPS tracking shows it
shipped on 11/22 via ground (which has no delivery guarantee at all).

Amazon apologized for it leaving the warehouse late, however they
basically told me that they send it ground if they feel like and I'll
get it when I get it (and the UPS mis-routed the item on top of
that).

Honestly, Amazon 2 day shipping is just a scam to get you to pay more
and they'll refund your shipping if it doesn't happen to get there in
time. They're gambling that regular UPS ground will get it to you.

Based upon our experience, order on 11/19 via 2 day means we get it on
11/29 according to UPS' current delivery estimate.

This sounds like a class action suit or some attorney general's chance
to make a name for him or herself.

Reply

shipping method by Pat R. Fri November 26, 2010 @ 8:37 AM

by Just Jeffrey Posted Fri January 8, 2010 @ 4:34 PM

I had the opposite issue with another company. They said an item
(perishable) would arrive on Wednesday. It arrived Tuesday. I wasn't
home. It, well, perished.

The vendor said that the shipping company did better than originally
promised. Had it been late (as was Connie's), they would have given a
refund. But because it arrived early and because it was my fault for
not being home on Tuesday, no refunds or replacements.

Reply

by KJCat Posted Fri January 8, 2010 @ 2:19 PM

Call Amazon (or the vendor who's items you purchased on Amazon)
directly, and tell them the situation. Since you paid for expedited
shipping, and did not receive your packages by the guaranteed delivery
date, they should refund your shipping costs with little or no hassle.
I just did that very thing, and the company was more than willing to
refund the shipping charges. Godd luck!

Reply

Correct! by Applejacker Fri January 8, 2010 @ 11:19 PM

Called Amazon, they were good about the refund by quintus Mon February 25, 2013 @ 11:38 PM
by Courtney G. Posted Fri January 8, 2010 @ 9:03 AM

I agree you should be refunded the shipping charges.

However, it sounds like you already bought gifts for your son. Good,
he had presents to open on Christmas day! But I would have been wary
ordering "a few last minute gifts" on December 22 to arrive December
24, even if the company "promises" to do so.

Reply

by jillybug by jillybug Tue December 27, 2011 @ 8:50 AM
by dottiejean28 Posted Fri January 8, 2010 @ 7:28 AM

I called their cust. service number and they refunded the shipping 2
times.

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by RowdyRetailer Posted Fri January 8, 2010 @ 12:29 AM

And people were telling me how great it is to order online....pffft,
yah



Good Day

Reply

It's like anything else by Lisa H. Fri January 8, 2010 @ 9:51 AM

yeah... by jeishere Fri January 8, 2010 @ 11:08 AM


Ask yourself by Donno Fri January 8, 2010 @ 12:00 PM


vacuum cleaner bags, wheels and tires by Donno Fri January 8, 2010 @ 1:29 PM
by Nicole F. Posted Thu January 7, 2010 @ 11:00 PM

That's really weird that they haven't responded to your e-mails.

I've e-mailed them at least five times over the years and they have
responded promptly (within 48 hours, as promised).

I love amazon.com and I wonder what happened in this case.

Reply

by Just Simply Bella Sera Posted Thu January 7, 2010 @ 9:59 PM

As soon as I saw the title of this letter, I knew what it would be
about. I had my response all ready, but PFB beat me to it.

I agree ordering gifts on December 22 is probably cutting it too
close, and I'm sure there are a host of reasons why Amazon couldn't
fulfill the delivery. But the simple fact of this situation is that
Amazon promised the LW something they didn't live up to. Not only
that, but the LW paid extra to **ensure** the gifts would be
delivered. If ordering gifts on December IS cutting it too close for a
Dec 24 delivery, then Amazon shouldn't say they can do it.

And to just leave the LW hanging with no response is ridiculous.

Reply


P.S. by Just Simply Bella Sera Thu January 7, 2010 @ 10:02 PM


You're right by RedheadwGlasses Fri January 8, 2010 @ 7:57 PM


by Nate. Posted Thu January 7, 2010 @ 8:05 PM

You yourself said it was last minute.
That is what happens when you cut it close. Also, there was the major
storms that hit an severely affected delivery times. Amazon cannot
predict acts of god when publishing shipping estimates.

That being said, I think it is poor that they did not have the
courtesy to reply.


Reply

So a company fails if they don't WOW you when you don't deserve it, by Steve OH (IO) Thu January 7, 2010 @ 8:26 PM


I no longer agree by Nate. Thu January 7, 2010 @ 9:37 PM

by Donno Posted Thu January 7, 2010 @ 5:43 PM

I found several sites that listed Dec 20th as the planned last day for
standard shipping, and a couple listing Dec 21st as an extention of
the standard shipping deadline. I couldn't find any that mentioned
Dec 22nd for standard shipping.

Here is an AP story dated Dec 21, that mentions the deadline for
standard shipping was extended to that night:

http://tinyurl.com/ye4rake

My memory is also that on Monday I heard press reports that standard
shipping had been extended to that night.

While the Amazon site said standard shipping was free, it should not
have said the package would arrive by the 24th. However, if the OP
shipped using an expedited method, I can't say what the deadline was
supposed to be. I couldn't find that. It is possible the 2-day
shipping deadline was 4pm, and not midnight, like the standard
delivery, isn't it?

If Amazon would get off their duff and respond to the OP about the
2-day delivery, the mystery might be resolved. I'm wondering if they
missed a 24-hour cutoff.

Reply


I meant 48-hour cutoff by Donno Thu January 7, 2010 @ 5:44 PM


I think she paid to upgrade to 2-day shipping. n/t by calm Fri January 8, 2010 @ 1:04 AM

by The PlanetFeedback Team Posted Thu January 7, 2010 @ 4:18 PM

We'd like to point out a couple of things about this letter. While we
agree that paying for quicker shipping doesn't always guarantee
quicker delivery, there is no excuse for Amazon's lack of reply.

Even more to the point, during the Christmas season, Amazon makes a
big deal about posting shipping dates and guarantees of delivery by
December 24th. In fact, they are very clear that as long as you order
by a certain date, you will get your package by December 24th. They
do this in order not to miss out on last minute sales from people who
are afraid to order online for fear their order wont arrive in time.

The letter writer makes it very clear such a guarantee was in effect
at the time she placed her order and she was charged extra as a
result. She had every right to expect the order to arrive by December
24th and shame on Amazon for not only missing the delivery date but
also for not responding.

Reply


doesn't that also depend on which merchant you pick? by PepperElf Thu January 7, 2010 @ 4:51 PM


That may very well be by The PlanetFeedback Team Thu January 7, 2010 @ 5:32 PM


i guess the OP could try the call back option by PepperElf Thu January 7, 2010 @ 5:46 PM


Yes, we agree by The PlanetFeedback Team Thu January 7, 2010 @ 6:00 PM


ack we agreed! by PepperElf Thu January 7, 2010 @ 6:43 PM


Call back by Donno Thu January 7, 2010 @ 6:31 PM

This is right. I also bought some things a couple of days before Christmas, by Steve OH (IO) Thu January 7, 2010 @ 7:30 PM


by ST Posted Thu January 7, 2010 @ 2:58 PM

Did you purchase the items from Amazon.com, or another retailer that
offers products on Amazon's website. I've purchased from Amazon's
website, but the actual store is a separate entity. If that's the
case, you really should be addressing the store.

That said, I agree with the others that ordering 2 days before
Christmas is pressing your luck to guarantee they are there in time.
The East Coast has been hit with some very severe weather, which can
impact package shipping. That's not anything that a retailer can
guarantee against.

Reply
by Mundo Cani D. Posted Thu January 7, 2010 @ 1:24 PM

I agree that Amazon should reply to your complaint, and certainly
enough time has passed for them to have done so. Not doing so is a
sign of a company that really does not care or thinks they are big
enough to not need to care. Bad form, Amazon.

That aside, does your child think every single solitary gift to him is
from Santa? Couldn't you have said these were special gifts from you -
or even from Amazon - so special it took an extra day to get them to
him?

Reply

by Lisa H. Posted Thu January 7, 2010 @ 1:21 PM

I agree with you, any extra you paid for priority shipping should be
refunded. I think you have a valid case, even without the comments
about the effect on your child. You paid for something the website
promised, and didn't get it.


Reply


Not True by NathanG Thu January 7, 2010 @ 3:00 PM

But Amazon by Lisa H. Thu January 7, 2010 @ 4:57 PM


But by NathanG Fri January 8, 2010 @ 2:30 PM

by RedheadwGlasses Posted Thu January 7, 2010 @ 1:11 PM

Sorry, but when you order gifts FROM SANTA CLAUS so close to
Christmas, I think you're shopping on thin ice.

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by NathanG Posted Thu January 7, 2010 @ 12:08 PM

Just let your son know that while expediated shipping means when it
eventually ships it will come faster it doesnt speed up the
processing. Which of course 2 days prior to the holiday is going to
be the busiest it even is.

Depending on when it was ordered on the 22nd it needs to process first
then ship. That doesnt give them alot of time, and if you ordered it
late on the 22nd there is no way it would process til at least on the
23rd.

Reply


Santa by PepperElf Thu January 7, 2010 @ 4:52 PM


No Clue, Never Believed in Santa by NathanG Fri January 8, 2010 @ 2:34 PM


by Harleycat Posted Thu January 7, 2010 @ 11:48 AM

Although I agree that they should not have promised delivery if they
couldn't guarantee it, you took a big gamble ordering two days before
the holiday. I ordered something on the 18th and the site said
delivery by the 24th but I opted to pick it up in the store rather
than gamble on delivery.

Yes, they should respond to your complaint and you should be
reimbursed the expedited shipping charges. I would give them a little
time, they might be dealing with a multitude of these issues.

Reply




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