Conversation

between @eliz_beth and @AmazonHelp.

5 days ago

Elizabeth Davidson@eliz_beth

Anyone have experience with Amazon shipping pushing out delivery window to 10 pm, not showing up and not bothering to tell you it is not showing up?

Amazon Help@AmazonHelp

Hello. We're sorry there's a problem! For clarification, have we missed your delivery date? You can find that information by selecting "Track package" in the order details here:  http://amzn.to/NAYourOrders . Please let us know. We'd like to help as much as possible! -Ella

Elizabeth Davidson@eliz_beth

We need to have a serious talk about communication and expectation setting.

Elizabeth Davidson@eliz_beth

First there is the issue of my kindle which started this. Which I will skip for now, but let’s catch up to where I ended up agreeing to order a replacement.

Elizabeth Davidson@eliz_beth

To my shock and awe it said it would arrive today before 8pm. Well, hooray for living in the future. This is why I love Amazon, you take your jobs seriously and do great. However…. Not this time.

Elizabeth Davidson@eliz_beth

Checking the updates today, it had arrived and was on a local delivery truck before noon. Great!! Estimated window kept stretching to eventually between 6-8 pm. Okay, things happen, I understand, though I wouldn’t know this if i had not checked the status myself.

Elizabeth Davidson@eliz_beth

7, 8 pm and now it’s showing delivery between then and 10 pm but it was still coming today! Okay, now I’m a little concerned with expecting a delivery that late, but hey, it’s amazon and they’re telling me this, right? No, not quite—

Elizabeth Davidson@eliz_beth

The only place showing this is on the tracking screen. No text, email, notification etc independently from amazon. The app updated and started showing me the position of the driver around 9ish, and low and behold- it was mere blocks away!

Elizabeth Davidson@eliz_beth

I thought… wow they really are going to deliver it tonight! Everything still said delivery window before 10 PM. 8 stops. 6 stops but now the truck was quite far away… and then it STILL says we’re running late but it will be delivered today. But wait a second-

Elizabeth Davidson@eliz_beth

The map is gone. No stops are showing. No map. STILL says tonight. And it’s a school/work night, so I go sit out on my porch to wait so my family isn’t awakened and I start wondering if I am going to get this package or not.

Elizabeth Davidson@eliz_beth

So I start googling and the only thing I can find is unless it requires in person or signature delivery, there’s no information out there about deliveries. Now, it it past 10 PM, still says it is coming tonight, and nothing to contradict that anywhere or direct communicated.

Elizabeth Davidson@eliz_beth

Chat tells me it would be here by 9 PM. Again this was after 10 PM. But hey, time zones are a PITA to deal with so I’m willing to let that slide for now. I just want to know if I should still be sitting on my porch waiting or not. Few clicks and get connected to a person

Elizabeth Davidson@eliz_beth

Who goes and looks stuff up and while everything is still saying yeap, delivery today! The chat person is telling me Nope, it’s past 10, wait till tomorrow. This was at 10:45-11 PM. Do you see where I’m about to get really frustrated?

Elizabeth Davidson@eliz_beth

Everything on my end still says tonight and now I’m being told it will automatically be updated when the package is scanned back into the distribution center OR updated after midnight. He mentioned both. I have screenshots if you don’t have the chat record. Anyway

Elizabeth Davidson@eliz_beth

I am a bit frustrated because if it was not going to be delivered tonight, a notification or even an update on the app for me to check would have been nice! BUT THE APP STILL SAID TODAY AFTER A REFRESH.

Elizabeth Davidson@eliz_beth

So it’s after 11 and I refresh again and just after asking the chat when to expect the delivery- the screen shows May 4-5. So now we’ve gone from earlier today to tonight to in the next two days. Maybe? Probably? And still no email or text or any kind of communication!

Elizabeth Davidson@eliz_beth

And the details for the package still said it was out for delivery on the truck. *sigh*

Elizabeth Davidson@eliz_beth

so yeah I’m a bit frustrated that I didn’t get my new kindle because I’d just started @TheBloggess new book and I hate reading on screens and was looking forward to reading it tonight. I can deal with that not happening. Life, you know? —-

Elizabeth Davidson@eliz_beth

What has me tweeting you now is the fact that none of this has been communicated nor is it indicated anywhere on your site that if you miss the window of 10 PM, it’s going to try again tomorrow. I had no idea if someone was going to show up at my home—

Elizabeth Davidson@eliz_beth

In the middle of the night and leave the package on the porch or ring the doorbell (haha they never ring the doorbell but I digress) waking up my family… or to have the package sitting out all night in potential rain…

Elizabeth Davidson@eliz_beth

Which having deliveries after 8 pm is already kinda shady- but having it be a possibility until 10 but not bothering to tell the customer it’s not coming at all, is really really poor customer service. And it is not fair or safe for the customer OR your driver either!

Elizabeth Davidson@eliz_beth

What if someone had come to our door and I opened it expecting my delivery and it was someone with different purpose or intent? It’s dark, can’t see if there is a delivery truck with a sign or not at least, and I’m expecting this package.

Elizabeth Davidson@eliz_beth

What if I’d not looked into it, some driver did come to the door but was mistaken for someone else? There are a lot of gun owners in this country sadly. So I’m glad your driver was not expected to be walking up to strangers houses after 10 pm.

Elizabeth Davidson@eliz_beth

But I am disappointed that you never bother telling the customer until long after. Well, not tell as much as at least update the info on the tracking page. Which they have to go in via a few clicks to get to the information. If they’re savvy.

Elizabeth Davidson@eliz_beth

So I am disappointed in you Amazon. You all do great things and usually way ahead of the curve when it comes to communicating. But this is a huge oversight on your part in terms of communication or even providing information. Why not send out a notification when—

Elizabeth Davidson@eliz_beth

You know the package is not going to be delivered. Why not update the tracking in a timely manner? Why not have it noted on the site if it isn’t there before X time, then delivery will be rescheduled. Set expectations appropriately. Don’t basically gaslight delivery status.

Elizabeth Davidson@eliz_beth

So what now? It’s after midnight and the app still shows it on the truck but does say May 4-5 with vague note about contacting for a refund the next day if it still has not shown up. Do you mean the 4th? The 5th? Or the 6th at this rate? More importantly—

Elizabeth Davidson@eliz_beth

Will you update the tracking again tomorrow (or whenever) with a new window to expect it to be delivered in? See, clarity on what to expect from you would have gone a long way. I hope you take this feedback and update your processes to provide timely appropriate updates.

Elizabeth Davidson@eliz_beth

For the safety of everyone involved and just out of respect for your customers. You’re better than this and I know you have the technology to facilitate it. If not, I can direct you to options. I’d love a follow up- my DMs are open. Let’s make sure this doesn’t happen again!




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