Over 5 – 7 days ago my wife and I have bought several items via Amazon. We learnt they had been all grouped together, despite being bought over 3 days. The good news was that the combined parcel was now trackable, with Hermes UK being the selected courier.

Delivery was due on Thursday and the goods haven’t arrived. On Friday, my iPhone notified me of a delay warning. I have an app installed called Deliveries, and when the notification popped up I simply couldn’t believe what I was reason. “Delay possible and parcel routed to Tyneside facility” This is practically the opposite end of the UK to where I live.

So a quick chat with Amazon online customer service, which I will add was totally useless. Below is part of the transcript from Friday (yesterday 6th Dec)

10:08 AM(GMT) Yuen(CSA): I’ve checked the latest tracking info and it says that there’s a possible delay in delivery due to arrival at incorrect carrier facility.
10:09 AM(GMT) Yuen(CSA): To help you with this, I’ll be happy to contact the carrier and ask them if they can still deliver the order on the estimated delivery date that is tomorrow.

For the record the estimated delivery date was the 5th. Only the last item bought on the 3rd day had today as the estimated day. So the customer service agent carries on.

10:13 AM(GMT) Yuen(CSA): I have now sent the query to the carrier.
As soon as we get an update from them, we will email you right away.

All seems positive until I ask how long this takes.

10:14 AM(GMT) Mr Gavin Fabiani Laymond: Ok, how long does it normally take to get a response back
10:14 AM(GMT) Yuen(CSA): It will take within 48 hours.

10:14 AM(GMT) Mr Gavin Fabiani Laymond: That is no good then is it???? I need to know sooner what is happening
10:15 AM(GMT) Yuen(CSA): Yes we will email you right away.
10:16 AM(GMT) Yuen(CSA): I can indeed understand that it is frustrating to wait for an update, however, it’s the best thing we can do right now.

The dialogue continued with Amazon passing the blame to the delivery companies and not accepting any blame whatsoever. So after an exchange, it ends with flowery language.

10:27 AM(GMT) Yuen(CSA): Please accept my heartfelt apologies for all the trouble you’ve had to go through. I realise that this has caused utter disappointment on your part.
10:28 AM(GMT) Mr Gavin Fabiani Laymond: I am basking in the warmth of your sympathies but I have waited long enough for my goods and would like them tomorrow.
10:29 AM(GMT) Yuen(CSA): Please be assured that I will pass your message on to the appropriate department so that problems like this will be avoided – if not totally eradicated. Strong customer feedback such as yours plays an integral part in our quest to provide the best possible service.

So have you ever had delivery problems with Amazon?

Updated – the new delivery estimate is 12th Dec. I have been promised a phone call within an hour from Amazon. Useless service.