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WTF has happened to Amazon?

10,117 3,512 October 1, 2017 at 08:12 AM in Flights (3) Get Amazon Coupons
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Is it just me, or has the quality of service from Amazon gone tremendously downhill over the past few months?

I remember back in the day when Amazon was ridiculously awesome in terms of getting items to me on time. Even when it looked like it was impossible (e.g. dispatched late, etc.), they always met their two-day shipping window. On the very rare occasion where something didn't arrive on time (disappeared) or there was some other minor issue, I could call in and get a US based rep to help me out.

Then they started using USPS and the quality deteriorated a little. Occasional late packages, but at least they started offering Sunday delivery which helped cancel out the grief.

But now, with Amazon Logistics, it has become a crap-shoot where at least half of our packages arrive late. And when I say late, I mean REALLY late.

The most aggravating and noticeable issue was recently with Hurricane Irma. Living in FL, there were obvious concerns early on. So we bought some extra batteries and a tarp on Sunday (storm didn't come near us until the following Thursday) with an ETA of Tuesday. They didn't ship them out until Monday night, via Amazon Logistics, and it sat in a warehouse 60 miles North of us for over a week. Meanwhile, USPS/UPS/Fedex were all delivering items up until Friday. The now non-US reps couldn't do anything to help get this fixed and didn't seem to care either way.

But there are at least 5 other examples in the past two months where items either get sent out late or get delayed along transit (AMZL) adding days to the delivery time. It seems like in their quest to save money on shipping costs, they are doing whatever it takes to cut down on service quality without providing a comparative level of customer service.

I know this might come across as first world problems, but it is getting annoying. It seems like they've done such a good job of cornering the market that lately they just don't give a shit anymore. I'm tired of complaining since they don't seem to care and I don't want to get our account blacklisted (which I read can happen if you complain too much). If this was a one-off issue, I wouldn't care. But in the end, I pay for 2-day shipping and expect it. If they want to make improvements on their back end to save money, that shouldn't impact us negatively. Or is it just me?

The recent screw-up with SNES pre-orders also seems to show that they are having supply chain issues, again at the expense of paying customers. And because of their spat with Google, my Echo Show no longer supports YouTube, which was a big selling point of it.

</rant>
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#2
Been thinking the same thing. Customer service is not what it used to be.
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#3
Just got off the phone with these morons who wasted 55 minutes of my time. I have an Amazon store credit card which was declined but yet has over $1800 of available credit. The supervisor on the Amazon store side refused to be on a 3 way call with the Amazon credit card side but after convincing her stood on the call. The woman from the bank said there is available credit and I'm in good standing and the woman from the store said I will have to call you back with more info. I had the amazon credit card on the account for over a year and no one can figure out the problem. I bought the snes from the treasure truck on Friday which was my first time buying from the truck. Every person I spoke with this morning on the phone was Indian why no American agents?
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#4
Been thinking the same thing. Used to be that if there was a delay i get free next day shipping to meet or come close to the two day window. Now prime is just a realtive term, if it comes in late it's going out late, tuff luck buddy.
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#5
Anything with USPS will usually suck. Priority mail use to be 2-3.. now its almost always 3 days.
Same with prime use to be 2-3 and now its usually 3 days if your lucky.
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#6
Yes they have. They're also trying to sell you Prime. They've on numerous occasions left a package for over 2 weeks. I always call in and complaint respectfully. They usually offer some form of credit and they apologize for the delays.
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#7
If you really need things in a hurry you might want to try, you know, walmart, target, etc
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#8
If you have Prime, and the delivery promise date is missed, get a hold of Amazon CS and they will extend your membership by one month, never had a problem with this as they usually even offer to do this. I am up to 8 months extending my Prime membership.

Also, I usually do the chat function almost all the time. The conversation transcript is emailed to you so you have things that were promised or due to you, you have written evidence.
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#9
Been an Amazon customer since 2000. I've had 3 Amazon.com shipping/product disasters in the past week:

1. Ordered chocolates for 2-day shipment. Amazon uses poor packaging and brain dead OnTrac shipper. They pick up chocolates in 85+ deg CA weather and by the time they arrive they've melted in CA and frozen in my city, with Chocolate leaking from packaging.

2. Ordered a bunch of name brand cosmetics ... The 3-rd party sends like a excess stale/remarked inventory with cracked cosmetics without any quality control.

3. Finally, a USPS truck breaks down in freezing weather, wonder what would be happening to our shipments on that truck.

What I also fail to understand is why Amazon has started using USPS for 2-day deliveries when most of the time our packages are boiling or freezing in hot USPS trucks. I would have expected 2-day UPS air deliveries. UPS/FedEx appear to take better care of our packages. Very rarely does my package arrive in 2-day air service.

Extremely unhappy with Amazon.com's deceptive practices. Won't be long before they fall to the ground with a massive thud!

I don't care about refunds, or extra months of Prime ... that's not even on my mind. We want exceptional service, or I'll just go buy stuff locally. I already have started doing that.
Anything that is likely to be damaged in shipping, I don't think twice - I buy it locally instead of looking for Amazon - it's creating reliability doubts in my mind these days.
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Last edited by anonymouse99 November 21, 2017 at 11:37 PM.
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#10
I have always used slow shipping for the no rush credits but lately every time I need something in two days, like diapers they either don't offer two days, say it is two days when it's clearly not or it arrives late. It's frustrating, last time on the arrival date it hadn't been shipped yet. I called and received next day shipping but it was already too late.
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#11
Ugh right it's crazy. It's not really 2 day shipping because for some reason they don't deliver on Saturday or Sunday in my area so if I order something on Wednesday and even sometimes on Tuesday I don't get it till the following Monday.
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Quote from Dealsnacha
:
Just got off the phone with these morons who wasted 55 minutes of my time. I have an Amazon store credit card which was declined but yet has over $1800 of available credit. The supervisor on the Amazon store side refused to be on a 3 way call with the Amazon credit card side but after convincing her stood on the call. The woman from the bank said there is available credit and I'm in good standing and the woman from the store said I will have to call you back with more info. I had the amazon credit card on the account for over a year and no one can figure out the problem. I bought the snes from the treasure truck on Friday which was my first time buying from the truck. Every person I spoke with this morning on the phone was Indian why no American agents?
Because like everyone else they think outsourcing call center jobs is a good idea.
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#13
Quote from anonymouse99
:
..............
What I also fail to understand is why Amazon has started using USPS for 2-day deliveries when most of the time our packages are boiling or freezing in hot USPS trucks. I would have expected 2-day UPS air deliveries. UPS/FedEx appear to take better care of our packages. Very rarely does my package arrive in 2-day air ......
YES! And my mail person has delivered my package to the wrong house, two streets over, on two separate occasions. Luckily the person was honest, wrote wrong address on the package both times. I get a notification that the package was delivered, I was home see nothing, wait 4 days (instructions say wait 36 hours), complain to Amazon and the package shows up later that day.
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#14

Quote from tnbk
:
If you have Prime, and the delivery promise date is missed, get a hold of Amazon CS and they will extend your membership by one month, never had a problem with this as they usually even offer to do this.
This has happened to me a few times now, maybe it's the area I live in but I can confirm that Amazon does indeed credit you typically with extended prime membership. The first time it happened my Prime membership was extended, the next time it was extended and they credited me the difference in the expedited shipping costs. It's very hit and miss it seems though, I've definitely heard horror stories of Amazon just sitting on their hands instead of helping the customer.
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#15
I have had similar issues over the past few years. Amazon used to meet the two-day shipping window on everything, but there's been a few times that projected windows were 3-4 days for in-stock items sold by Amazon. When I've called to understand "what gives", the explanation I've always been given is that two days it the guaranteed time to ship, not to arrive. Prices are not what they used to be either. I never used to price shop when using Amazon, now I find that you have to time it just right in their cycles to get the best price. And I'm confident that the more searches, adds to cart/wish list affect the price as well, though I don't know how to work their algorithm to my advantage.

Agree with the statement that it seems they just don't care. Used to be that they would try to take care of you when you were frustrated with one of these matters, now they send you on your way with some half-baked explanation.
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