[Thad E Ginathom]

Originally Posted by Thad E Ginathom

At this minute, I am waiting for a 20k tablet, on same-day-Prime delivery with current status "out for delivery." We'll see: it's due by 8pm.

7.35 update: Delivered

[ram.iyer95]

Amazon delivery is becoming a big hassle these days. I order a lot of stuff from Amazon, and until 3-4 months ago, item deliveries were all smooth and prompt.

But the delivery experience has become a nightmare since the last 3-4 months. I live on the 3rd floor of an apartment building. Most of the time, the delivery agent doesn't even call me, and simply drops the parcel inside the apartment main gate and goes. Even though my building is a standalone apartment building and not a gated complex, it is equipped with a lift; the delivery guy doesn't have to deal with any security personnel either. Still I don't know why it is so difficult for them to atleast drop the item by the doorstep. Is it too much to expect? I only come to know about the delivery once I get the notification from the app or the delivery SMS. Recently an order even got delivered to the security guard of the nearby building, and became untraceable; the delivery agent did not even call me once. I had to fight it out with Amazon to get back the amount as the item could not be found anywhere. I don't know if this issue is happening only with me or others are facing this as well.

The sole responsibility of a delivery agent is to safely deliver the orders to the customers, and if these guys can't even do that job responsibly, I am at a loss for words. I always try to be empathetic to gig workers for the hard work that they do to make ends meet, and don't complain about them often. But this is just heights of irresponsibility. I would be really wary of ordering any high value items from Amazon if this trend continues.

[self_driven]

Originally Posted by ram.iyer95

I would be really wary of ordering any high value items from Amazon if this trend continues.

I am also facing this in Chandigarh. Amazon service is slowly becoming like Flipkart. Just yesterday the delivery agent marked my parcel as refused by customer. No calls nothing, and the Amazon app updated the order status as returning to seller. Thankfully I got a call from a suspicious number that turned out to be from the delivery partner's feedback team. It was an IVR call and I selected 'no delivery attempt made' option. The parcel was delivered today.

[Chetan_Rao]

Amazon have just become silly. I bought a low value item that has a material defect, that renders it unusable.

There's only a replacement option, that makes no sense as the product is unusable in its current form, and an identical replacement will have the same issue. I call customer service (far more difficult to find option these days) to request they approve a return instead, which they've done in the past if you provided a genuine reason.

The customer service chap says he understands my point, but the policy now is I have to get a replacement first, then file a return request for that.

A waste of resources, but whatever. I did as told, and got my refund. The whole thing probably cost Amazon more than the product itself.

[kavensri]

Originally Posted by Chetan_Rao

Amazon have just become silly. I bought a low value item that has a material defect, that renders it unusable.

There's only a replacement option, that makes no sense as the product is unusable in its current form, and an identical replacement will have the same issue. I call customer service (far more difficult to find option these days) to request they approve a return instead, which they've done in the past if you provided a genuine reason.

The customer service chap says he understands my point, but the policy now is I have to get a replacement first, then file a return request for that.

A waste of resources, but whatever. I did as told, and got my refund. The whole thing probably cost Amazon more than the product itself.

You are spot on with your experience and even I have faced exactly the same experience. I have been shopping for last 12+ years and even just an year back, I was able to return a 'replacement only' product with genuine reasons. But, these days, even to get connected with a customer service person takes lot of effort. Then, it takes even more effort to convince the person. Don't know what next!

[Thad E Ginathom]

Still recently, with my bottle of soy sauce which was actually a leaking jar of skin cream, I was told to just throw it away and given the choice between a refund or they'd send it again. And I did get it.

It's not all bad. But the trend is certainly negative.

[Prowler]

Originally Posted by ram.iyer95

Most of the time, the delivery agent doesn't even call me, and simply drops the parcel inside the apartment main gate and goes.

My servant maid has this story: Her brother got a job as a delivery agent for Amazon and he was happy for some time. Problem started when he had to climb several flight of stairs every day as many houses/flats didn't have lifts in the area he was assigned. He developed swollen knees within a few days and he had to quit.

I always cribbed that the delivery agents throw the packets into the drive way from the gate. Once I ran over a package. I complained to Amazon several times. Eventually they mended their ways.

[Thad E Ginathom]

Originally Posted by Prowler

Problem started when he had to climb several flight of stairs every day

That must be very tough. It would be very good if the customers were prepared to go the delivery guy, but I suspect they won't.

Here the guy has to take a step from his bike to our gate, which we keep locked, and I go to the gate. It's good to reminded that many drops are not so easy. I expect they are also up against time limits too.

[audioholic]

Originally Posted by Prowler

My servant maid has this story: Her brother got a job as a delivery agent for Amazon and he was happy for some time. Problem started when he had to climb several flight of stairs every day as many houses/flats didn't have lifts in the area he was assigned. He developed swollen knees within a few days and he had to quit.

I dont understand why Amazon parcels need to reach the doorstep of every apartment. Cant they be dropped into a mailbox or at the security? Food delivery might be something necessary in certain conditions. But cant we as customers be ok with couriers or parcels being dropped at security gates and we either collect it on the way back home or when we need?

[ram.iyer95]

Originally Posted by audioholic

I dont understand why Amazon parcels need to reach the doorstep of every apartment. Cant they be dropped into a mailbox or at the security? Food delivery might be something necessary in certain conditions. But cant we as customers be ok with couriers or parcels being dropped at security gates and we either collect it on the way back home or when we need?

It is absolutely fine if the parcel is handed over to the security or dropped in a safe mailbox, provided the apartment has one; mine has neither. So, if a parcel is dropped by the gate, it will freely lie there and anybody can pick it up.

My only expectation is that the agent atleast gives me a call when he's there, so that I can tell him where to keep the parcel in case I'm not available to collect it.

[Turbanator]

Originally Posted by audioholic

I dont understand why Amazon parcels need to reach the doorstep of every apartment. Cant they be dropped into a mailbox or at the security? Food delivery might be something necessary in certain conditions.

In the newer buildings lockers including refrigerated are being built. These are common boxes, when the carrier delivers the package they enter the unit number and select which locker size they need. Customer gets a message on the phone with a code and details of the locker.

https://snailelockers.com

Hope, such things will come up here soon.

[ToThePoint]

Originally Posted by audioholic

I dont understand why Amazon parcels need to reach the doorstep of every apartment. Cant they be dropped into a mailbox or at the security? Food delivery might be something necessary in certain conditions. But cant we as customers be ok with couriers or parcels being dropped at security gates and we either collect it on the way back home or when we need?

The issue is with accountability and blames the middle person has to deal with for any untoward incident. As such, my society guards do not entertain requests to keep parcels with them even during emergency situation at my end. I end up requesting parcel be dropped at neighbours.

Originally Posted by Turbanator

In the newer buildings lockers including refrigerated are being built. These are common boxes, when the carrier delivers the package they enter the unit number and select which locker size they need. Customer gets a message on the phone with a code and details of the locker.

https://snailelockers.com

Hope, such things will come up here soon.

These work best in certain countries/regions. We need a certain level of trust before we move to such automated things. Even then we will need full cctv coverage from multiple angles (may not be foolproof still) to ensure (say) another smallish parcel in the drawer isn't flicked by the delivery guy.

[splendor blende]

Originally Posted by Chetan_Rao

There's only a replacement option, that makes no sense as the product is unusable in its current form, and an identical replacement will have the same issue. I call customer service (far more difficult to find option these days) to request they approve a return instead, which they've done in the past if you provided a genuine reason.

The customer service chap says he understands my point, but the policy now is I have to get a replacement first, then file a return request for that.

A waste of resources, but whatever. I did as told, and got my refund. The whole thing probably cost Amazon more than the product itself.

Similar experience that took place with me about a week ago, ordered a Samsung charger and the delivery date kept getting pushed to the point where I got another charger from a local shop. Worth noting that at the time of placing the order the product was 10 days returnable.

Nearly 2 weeks after first ordering the charger, received a package but to my dismay found a completely different charger to the one I had ordered. Called up Amazon and explained the issue and that I wanted a return not a replacement. The customer service executive understood the issue and told me to request a replacement and then deny the reverse pickup and after the same they would have the option of providing a refund. Agreed to the same and waited for a week after that and asked for the status of the replacement as I hadn't received any updates, this time the executive told me they would be refunding the money and there would be no obligation to turn over the product and I could dispose of it however I saw fit.

Quite an unexpected ending to the near month long ordeal, thankfully Amazon customer care was quite understanding.

My personal suspect remains somewhere on the shipping personnel as the charger received in the box looked used as well but the packaging had no visible damage.

Cheers
SB

[livyodream]

So, it is not me alone who felt Amazon's delivery, customer service, ease of return and products have gone down considerably in the last few months.

Amazon used to be my go-to app for anything to everything. I even have a dedicated Amazon ICICI Credit card for reaping maximum benefit.

Looks like the good days has come to an end.

[Latheesh]

Amazon - Ordered an item as "Gift" option selected with a message but the item came just like any normal delivery.