Amazon poor superdelivery on larger or high value goods

[tft5015]

Delivery from Amazon is usually great, coming early in the morning or even Saturday's via Parcelforce. However, for large items or high value items they use DHL. The website makes no distinction in the T&Cs for Super Delivery using Parcel Force or DHL but to my fury I found this was not the case. The following facts may be useful to others ordring electronics or the like:

1- DHL do not put a card through or contact you if you live in a block of flats and fail to make delivery.

2- Amazon will not reschedule your delivery but get you to call the DHL warehouse (not DHL customer service).

3- The DHL warehouse may let the phone ring out and then take it off the hook if they do not fancy talking to you. Repeatedly.

4- DHL will only deliver in an unspecified slot between 9-5 Monday to Friday. Despite not publishing this fact Amazon will not alter this. This may be Misleading Advertising.

5- In the event that you ordered something two weeks in advance when dispatch was advertised as 24 hours and it has not arrived two days before the event it was ordered for they will not contact DHL and arrange a last thing or Saturday delivery.

6 - Any e-mail to customer services will be answered by a different person each time who will simply ignore your previous e-mails and repeat the same line, "our customers are happy with this arrangement". This will continue until you ask for a refund when they switch to, "once we have confirmed failed delivery."

Motto - free delivery is not always free:oh-hum:

[target]

yeah? What do you want for free? I just go to the local dhl depot and pick my parcels up. Saves a lot of hassle :)
Mind you, I had to drive home from work in record time to get there before they closed!

[tft5015]

Fine if you have a car.

I just want Amazon to be up front about what they are offering in their advertsing and t&cs and for them to answer queries put to them rather than shelter behind an e-mail address. I was quite happy to pay for delivery if they had told me they a- could not get it there in less than two weeks, b- told me they had attempted to deliver c- answered my questions about what I was supposed to do. Seem like pretty basic customer service to me, "sorry we have had a stcok delay", "sorry you were not in" " call Roger and he will deliver it on X or pay £Y and he can do it tomorrow on Saturday."

[caygs]

Looks to me like points 1-5 are problems that you have with DHL, not Amazon.

[Alan. b]

And for point 6 why not phone them on 0800 2796620 (Mon - Fri 9 - 6) and speak to somebody instead.

[target]

Originally posted by tft5015
Fine if you have a car.


Fair point :)

[keeperbear]

>DHL do not put a card through or contact you if you live in a >block of flats and fail to make delivery

Yes they do, or at least in my area. Never had a problem with DHL deliveries. Always put a card through and always answer the phone, but my local depot is Heathrow.

[tft5015]

Alan, Thanks for that, I can use it if I ever let DHL carry anything for me again. However, in this case I can only call that number if I know it and Amazon never gave it to me, just kept sending me the same standard e-mail about DHL being preferred for high value products. The contact number the gave me was the warehouse. On which point, Keeper, glad to here Heathrow is more profesional than the one in my area.

Paul, points 1-5 are with DHL but as they would not answer the phone and as the contract (and the buyer power) is with Amazon they should sort the problem out not simply pass you a useless number and then refuse to respond to any of the requests that they do something about it because you cannot raise DHL.

The point of the post was to make people aware that if they do order from Amazon there are these potential pitfalls, although from the responses so far it looks like I was an issolated case of DHL being deaf and dumb and Amazon being on auto-pilot.

[pototea]

Originally posted by paul_caygill
Looks to me like points 1-5 are problems that you have with DHL, not Amazon.

he placed the order with amazon, not dhl. the responsibility should lie with the supplier, not the customer, to make sure their goods are delivered.

i am having amazon/parcelforce problems right now. if it's not resolved by next week i'm getting a refund from amazon for non delivery of goods. i have contacted parcelforce 5 times now to get them to re-arrange delivery. each time no-one turns up so i am left like a muppet in the house all day. the call centre staff also hang up or respond with comments like "i just work in the call centre, i can't guarantee they will deliver when we say we will" :brickwall

[tft5015]

Sorry to hear my problem is shared.

I had a similar farce with Richer Sounds and Intial last week - not saying when they are coming, attampting to deliver someone elses parcel, not turning up on the rearranged date despite my checking dispatch and then Richer Sounds asking for the box back on teh day they were supposed to deliver. No resolution yet but I am beginning to think there is somekind of poor delivery cratel for online electronics dealers!:brickwall

[caygs]

Originally posted by pototea
he placed the order with amazon, not dhl. the responsibility should lie with the supplier, not the customer, to make sure their goods are delivered. I am not disputing that, but did you read any of the points? How can Amazon be to blame for DHL not answering the phone at their warehouse? :nuts:

As I say, I have no dispute that you purchase from Amazon, it is up to them to get the goods to you. My point was a lot of the criticisms being levelled at Amazon were actually an issue with the courier, and Amazon should have more leverage at getting the courier to provide a proper service. As for Parcelfarce, I always collect my goods from them as in over 3 years they have never once managed to deliver when I am at home, even when committing to a date and time :brickwall :brickwall :brickwall

[bollecks]

Originally posted by tft5015

1- DHL do not put a card through or contact you if you live in a block of flats and fail to make delivery.


You have my sympathy, this is exactly what happend on my last (By this I mean last ever) Amazon order.

No card through door. Contact Amazon, 1 week after dispatch and get package number. Arrange redelivery day with DHL. Arrange for neighbour to wait in all day. Ring DHL when it doesn't turn up that evening

"Oh, we automatcially send everything back to Amazon after 5 days whether redelivery has been rearranged or not.'

Cue loud swearing...

[pototea]

<b>As for Parcelfarce, I always collect my goods from them as in over 3 years they have never once managed to deliver when I am at home</b>

easy as long as their "local" sorting office is not 30 miles away from you :(

[fransome]

The problem I have with amazon and their superdelivery is that they don't actually tell you which delivery method is going to be used. I've ordered things a few days before I have some annual leave booked from work, so that I'll be at home to take delivery of the goods when they turn up. Of course amazon then sends it via courier/parcelforce next day delivery and there's nobody in to accept it:mad: The information regarding their superdelivery is that it takes 3-5 days to deliver, which is fine and what I expect, but to then attempt to deliver it next day is ridiculous:brickwall Of course you then get the joy of trying to rearrange delivery from Securicor Omega Express or Parcelforce or nice little trips to their delivery centres, which are alway conveniently located for those relying on public transport.

I've used amazon's customer feedback email system and got a reply that didn't answer any of the points that I raised. I've even phoned them and nobody seems to give a stuff. It seemed to be a case of well you got the stuff and we sent it next day delivery, we did you a favour.

The point I was trying to make was that if you tell the customer how its going to be delivered we could then choose a delivery address that's suitable, after all what's the point in getting a large item delivered to work only to have to lug it home yourself, kind of defeats the object of ordering on-line.