Courier Wars : Amazon Logistics Strike Back

Amazon Logistic's Mission Statement?
I shouldn't be surprised but Amazon Logistics have once again failed to locate a large office in a large, visible shopping centre.

I've lost count of the number of times that this supposed delivery company has failed to perform its sole reason for existing.

Instead of a long slow chain of support emails I opted for live-chat this time.

I don't expect that anything will change. Either Amazon implement my tweeted suggestion, or I just have to stop shopping with them.


Here's today's chat transcript. It's a real exercise in getting nowhere fast.
I'll try to add better formatting and some extra commentary later.

12:53 PM GMT Amazon(Amazon): Hello. I'm Geena. I'll be glad to help you today.
12:53 PM GMT Chisel Wright: I just received an SMS for an order I'm expecting today;
"Hello. Your parcel with [[things]]... cannot be delivered to the address provided. Please contact the carrier."
This happens *every time* Amazon Logistics try to deliver to my office address
12:53 PM GMT Amazon(Amazon): Oh. I am sorry to hear about that one Chisel. May I have the order number please? So I can check on it.
12:53 PM GMT Chisel Wright: 203-1110545-0130724
12:54 PM GMT Amazon(Amazon): Thanks.
I can see here that they attempted to deliver your parcel but was not successful for they were unable to locate your address.
Please accept my sincere apologies.
12:55 PM GMT Chisel Wright: I'm sorry but I don't believe that they are telling the truth
This is a regular problem, delivering to a well marked Service Bay next to Westfield Shopping Centre
12:56 PM GMT Amazon(Amazon): I am sorry about this one Chisel. As of the moment, we are unsure of what happened during the delivery attempt as no further information was provided by the carrier. Rest assured however, that I will send a message to the carrier to have this investigated on their end.
12:56 PM GMT Chisel Wright: That makes no difference
12:57 PM GMT Chisel Wright: I already have outstanding complaints about Amazon Logistics
12:58 PM GMT Chisel Wright: I don't think I've ever had a delivery fulfilled by Amazon Logistics without multiple claims that they can't find the office, or that it's mysteriously unmanned during the working day.
12:59 PM GMT Amazon(Amazon): I really apologise for the inconvenience this has caused you, Chisel. I do understand your concerns. I'll send a message to the carrier now for this. I'll advise them that this had been done repeatedly and had caused great inconvenience on your part. I'll advise them as well to ensure that correct actions be taken towards this matter. I really am sorry about this one.
01:00 PM GMT Chisel Wright: Thank you. Is there any way that I can also escalate a complaint about Amazon Logistics?
01:02 PM GMT Amazon(Amazon): I'll pass on your message to the relevant department for this one Chisel.
01:03 PM GMT Chisel Wright: OK, they may wish to cross-reference with: #203-2317118-0906728 and #203-2317118-0906728. I can't find a ticket reference but I had contact with John Benneth about the same problem.
01:04 PM GMT Chisel Wright: Can you please ask the relevant department to contact me with their findings?
01:04 PM GMT Amazon(Amazon): Oh. Okay. I will check on this one for you. I'll include this in my message as well to the carrier so they can have this one investigated on their end.
01:05 PM GMT Chisel Wright: .. and if there's any way to contact the courier to attempt redelivery before 5pm today ... I'd be grateful
01:05 PM GMT Amazon(Amazon): Oh. I understand Chisel. For account privacy reasons, we are however, unable to disclose the outcome of any investigation. We'll need to deal with this matter internally.
01:05 PM GMT Chisel Wright: Oh, an email just arrived - they also failed to deliver # 204-4018759-6357165
01:06 PM GMT Chisel Wright: That makes no sense; I'm not asking the drivers to be named. I'm asking for an explanation of why this keeps happening and what steps are being taken to prevent it from happening in the future.
01:06 PM GMT Amazon(Amazon): Oh. I am so sorry about this one Chisel. I'll add this one to the list of orders.
01:06 PM GMT Chisel Wright: Do the drivers not have phones? "Hey, sorry, I'm having trouble finding your address". That would prevent frustration and wasted trips.
01:08 PM GMT Amazon(Amazon): I am really sorry about this one Chisel. I do understand your frustration about this and rest assured that we'll take the necessary actions needed for this matter. I will send a message to the carrier now to have this one escalated on their end for investigation.
01:09 PM GMT Chisel Wright: OK. Thanks.
I guess I just have to wait for them to use the one driver that seems capable of finding the address.
Maybe they could tail-gate a different courier into the building....
01:09 PM GMT Amazon(Amazon): As for the delivery of your orders, the carrier however is unable to attempt another delivery on the same day. I'll have this one rescheduled for delivery tomorrow then.
01:10 PM GMT Chisel Wright: No point tomorrow; it's a business address.
Also, I'm certain they've failed *and* delivered in the same day previously.
01:11 PM GMT Amazon(Amazon): Oh. I see. Sorry about this one. I'll have this arranged by Monday then. Would that be okay with you?
01:11 PM GMT Chisel Wright: Yes, that will be acceptable.
01:12 PM GMT Chisel Wright: Thanks for your help, and patience. Let the relevant people know that Amazon Logistics are muddying the 'Amazon' reputation ... not just with myself.
01:12 PM GMT Amazon(Amazon):
Thank you for your patience and understanding regarding this matter. Rest assured that I'll pass on your message to them. I really apologise for the inconvenience this has caused you.
01:12 PM GMT Chisel Wright: Cheers. Hope the rest of your day goes well.

Update:

A short while ago I received an email from Amazon's Customer Service team:

Hello Chisel,

This is a follow up email to the conversation we had on Amazon.co.uk Chat.

As of the moment, we are unsure of what happened during the delivery attempt as no further information was provided by the carrier.

To find out what happened, I've sent an enquiry to the carrier, Amazon Logistics. I've asked them to interview the driver and to confirm what happened during the delivery attempt or if they had encountered any issues during the delivery.

As an online retailer, we rely heavily on the carriers to deliver our orders to our customers and sometimes, despite all our efforts, there can really be unforeseen incidents such as this that are beyond our control.

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.

As for the delivery of your order, I have advised the carrier to redeliver your parcel on Monday. 8 December 2014 before 21:00. If your delivery address is a business, they’ll deliver before 18:00.

To view your tracking details at any time, please visit Your Account:

http://www.amazon.co.uk/youraccount

I hope this helps. Please do not hesitate to contact us again should you need further assistance.

Once again, please accept our sincere apologies for the inconvenience caused. Allow us to serve you better in the future.

We value your business and we look forward to seeing you again soon at Amazon.co.uk.

Warmest regards,
Geena