Dear Amazon Logistics, Why Do You Suck So Much?

As suggested by Amazon on Twitter recently, I've sent them messages for each of the problem orders mentioned in my previous post.

I don't expect it to make any difference but at least I'll be able to say I tried.



Here's my message to them:
I'd like to know why Amazon Logistics **consistently** fail to deliver to a manned office.

I don't understand why it takes DAYS for the driver to work out how to drive along Ariel Way, turn into the clearly signed 'Loading Bay C', ask the loading bay staff how to get to Net-A-Porter, go up in a lift, and hand over a package to the staffed post-room.

I know it's not impossible because:
 1. there are a large number of other courier firms that deliver here regularly with no problem
 2. sometimes, after many 'failed attempts' Amazon Logistics even manage to find their way up to the post-room.

I would like to know the problems that the drivers are having finding the address.
It feels like they don't even bother trying.

If there are access issues, I would like to know what they are so that I can help resolve them from my end.
I am on the cusp of boycotting Amazon purely on the basis that I daren't risk you choosing to use Amazon Logistics to deliver (ha ha!) my orders.

You can read more details about my recent frustration here: http://blog.chisel.pm/2014/11/amazon-logistics-one-of-worst.html


[Update 2014-11-06, 11:50]


Here's the response. Not sure what to make of it really. Other than 'Roberg' is actually 'Robert' and I'm sure he's no more a receptionist than I am,

Hello Chisel,

Please be assured that I understand your concern today and I'll do my very best to accurately assist you.

I'm sorry to hear that you haven't received your order #203-2317118-0906728. We appreciate your honesty in expressing your feedback regarding the delivery issue.

Rest assured, I have already reported this issue to the appropriate department and your feedback in relation to the level of service and reliability of the carrier to deliver your parcel has been forwarded to our relevant department and an investigation will be done accordingly to make sure that proper corrective actions will be taken.

I've checked and can see that the tracking information for your order #203-2317118-0906728 shows that Amazon Logistics delivered your parcel on 29 October 2014 04:12:22 PM.

After further investigating for you, I was able to confirm that your parcel has been delivered to the receptionist in your building whose name is "Roberg".

We kindly as you to please check with this receptionist in your building to locate your parcel.

If you still can't locate your parcel, please let us know by replying to this e-mail and we'll do everything we can to help.

If you need to call us, we can be reached on Freephone (within the UK) 0800 496 1081. International customers can reach us on +44 207 084 7911.

If you have other queries or concerns, please feel free to reply on this message. We will be more than happy to assist you.

We will do our best to assist you until the delivery of your Order No: 203-2317118-0906728 is completed.

We do value your business with us and we look forward to seeing you again soon.

Warmest regards, ...

[Update 2014-11-06, 16:45]


I'm so surprised that they failed to deliver. Again. Oh, wait. No, I'm just pi$$ed-off.

Time to send Amazon another email:
I've just received this update:

"The carrier is unable to gain access to the front door to deliver the parcel. Please contact Amazon to provide additional delivery instructions - 6 November 2014 16:29:31"

This makes no sense!!!!

Please find out what is stopping the driver from "gaining access to the front door".
Maybe put the driver in touch with one of the previous drivers that (finally) managed to work out how to deliver here.

It's utterly ridiculous.

[Update 2014-11-06, 17:05]


Well, Amazon are sorry that I'm not satisfied. Whoop-fe-frakking-do.
They're very good at talking-the-talk, but the never-ending ineptitude displayed by Amazon Logistics eclipses someone writing fluffy replies.

Hello Chisel,

I'm sorry to hear that you're not satisfied with the service from Amazon Logistics.

We take full responsibility for the delivery of our goods from start to finish and take complaints of this nature very seriously. We’ll replace any items lost or damaged during delivery at no extra charge and monitor our carriers very closely.

We realise this incident reflects negatively upon Amazon.co.uk and the feedback you've provided will be used in reviewing the service provided by Amazon Logistics.

I’ve contacted the carrier for you and asked them to investigate why the delivery was failed continuously for this parcel and asked them to reschedule your delivery for November 07, 2014 up until 21:00. If your delivery address is a business, they’ll deliver until 18:00.

Should you need further assistance, please don't hesitate to contact us back and we'll be glad to resolve your issues as soon as possible.

We look forward to seeing you again soon.

[Update 2014-11-07, 15:43]


It looks like the fourth time's the charm ...



Posted by on

No comments:

Post a Comment

Subscribe to: Post Comments (Atom)