View Full Version : Amazon Prime Delivery Question/Problem
GilpinGuy
08-26-2016, 00:31
We got into Prime in January, and I like it. We order a ton of stuff from Amazon, being in the hills and all, and for $100, free delivery on a lot of stuff plus 2 day delivery is awesome. The other benefits are cool too, but the delivery is what I was most interested in. The less time in Denver or Boulder (or any city/mall/store for that matter) the better.
Before we got Prime, every single item we ever ordered came to our doorstep. After going to Prime, about half of our orders come to the house and half go to the post office for pick up. Hmmm.
For those items that go to the PO I get this message via email: "Sorry we missed you. We tried, but we weren't able to deliver your package today. You can reschedule the delivery by visiting USPS Redelivery or you can pick up your package from the post office listed on the notice of attempted delivery". (underline is mine)
1) I have never once come home to a "notice of attempted delivery" hanging on my door. I just get a thing in my mailbox from the post office that I have something waiting for me. The notice comes the day after the PO receives it, so that adds a day. Then the PO up here is only open until 2PM. We get mail between 2pm and 3pm at our mailbox. Add another day. If you get the notice on a Friday...sorry, the PO is only open a couple of hours on Saturday, otherwise wait till Monday.
2) There have been several times, like more than a dozen, that my wife or I or both were home ALL DAY and we get this same bogus "attempted delivery" email.
3) Many of the items are pretty small and can easily fit into a standard mailbox. WTF?
I have attempted a few email inquiries about this and 2 live chat sessions and all have ended with me frustrated. I keep getting the question "What is your order number for the package you had a problem with - we'll look into it." I tell them that it happened with many orders. "Well, give me one to look into and we'll go from there". OK, here's an order #. I never hear anything back and the same shit happens again and again.
Yeah, we live in a rural location, but I am paying for a Premium service here. And when I just paid for standard shipping it all came right to my door.
I really do like Prime. But man, has anyone had the same problem? If so, PLEASE let me know how you got it resolved.
Oh yeah, FWIW, my neighbor has a special needs kid that gets meds delivered DAILY by UPS. We see the brown santa truck drive by every single day, so it's not like a delivery truck isn't coming to the area very often.
Contact the shipping company and deal with a supervisor. Sounds like their people aren't doing their job. Explain that you have had people at home and the driver hasn't even attempted to deliver the packages.
DenverGP
08-26-2016, 00:54
I suspect the change isn't because you signed up with prime, but rather that amazon is using USPS more for deliveries, and post office is failing to actually attempt to deliver your packages.
Circuits
08-26-2016, 00:57
It's called SmartPost. If the package won't fit in your mailbox, it gets held at the post office, regardless of who was home when the delivery came.
Fedex delivers the package(s) to the USPS for last-mile. If it won't fit, they often tag you and move on.
I happen to have a large rural-format mailbox. My carrier would never tag and forget a package, but I've had it happen with a temp carrier when he was on vacation or leave of some sort, even though the package would have fit into my mailbox.
The weird ones are the sunday deliveries that wind up in my mailbox - guess their contract carriers are authorized to, or don't care about, putting non-USPS deliveries into street mailboxes.
GilpinGuy
08-26-2016, 01:06
Holy shit...I just hung up with with a Customer Service Rep. who I could barely understand (standard). Same routine. "What is your order number". I sorta freaked on the chick and said "Look, I'm not calling about ONE order. I'm calling about several orders over the last 6 or 7 months. I have explained this EXACT THING to a few other folks and I have seen no results or any attempt to contact me for a resolution. I'm kinda pissed off here."
Her, "I will forward this concern to our shipping department and you should receive a confirmation email shortly."
[facepalm]
Pretty much the same shit.
GilpinGuy
08-26-2016, 01:08
It's called SmartPost. If the package won't fit in your mailbox, it gets held at the post office, regardless of who was home when the delivery came.
Fedex delivers the package(s) to the USPS for last-mile. If it won't fit, they often tag you and move on.
I happen to have a large rural-format mailbox. My carrier would never tag and forget a package, but I've had it happen with a temp carrier when he was on vacation or leave of some sort, even though the package would have fit into my mailbox.
The weird ones are the sunday deliveries that wind up in my mailbox - guess their contract carriers are authorized to, or don't care about, putting non-USPS deliveries into street mailboxes.
3) Many of the items are pretty small and can easily fit into a standard mailbox. WTF?
Also, why do I get full exhaust pipes delivered? They don't fit any mailbox. I'm not bitchin at you, just frustrated with this.
I ordered an air vent for the Jeep that is about the size of donut.....had to go to the post office. Ordered manifold to tail pipe exhaust sysem for the Jeep that came in 4'+ long boxes...came to the door. What?
Circuits
08-26-2016, 01:17
Also, why do I get full exhaust pipes delivered? They don't fit any mailbox. I'm not bitchin at you, just frustrated with this.
I ordered an air vent for the Jeep that is about the size of donut.....had to go to the post office. Ordered manifold to tail pipe exhaust sysem for the Jeep that came in 4'+ long boxes...came to the door. What?
So much of smartpost depends on your mail carrier. Many of them are willing to just tag all deliveries as "no one was home" and put a notice in your mailbox, because USPS policy allows them to do that, under the terms of service. If you can't prove they didn't try, it works out better for them to claim they tried and just leave it at the office. Even if you could prove they didn't try, they don't care - smartpost is a secondary service to them.
GilpinGuy
08-26-2016, 01:24
OK, this "Smart Post" thing. Is it new for Amazon as far as you know? At least new since January? Because I had every single thing brought right to my door before that.
Circuits
08-26-2016, 01:33
Smartpost is last year to two years. What they use it for depends on channels available to meet the 2-day shipping guarantee. If they smartpost it, and it gets to the post office day-of, they're covered on that front.
Just wait until you get packages delivered by amazons sub contractor couriers. The tracking number doesn't show anything and it takes at least 3 days to get it. They have also lost 2 of my packages.
Bailey Guns
08-26-2016, 06:14
SmartPost should be called Pain in the AssPost. We're fortunate that our mail carrier delivers right to our door with anything that won't fit in the box. But the issue you're having isn't really with Amazon. I guess it is in the sense they're shipping the item. But they're delivering on time...you just can't pick it up because of where you live and how the PO operates there.
SmartPost has been around for a long time. May have been called something else before but I've been getting stuff for 6 - 8 years via that method where the item starts with UPS or FedEx and ends with the PO.
The Sunday delivery is nice... But I agree on the SmartPost. I was out working on the truck, saw the carrier throw some mail in the box and found a notice. Intercepted the gal the next block over and all she could say was sorry... SmartPost my ass...
This has everything to do with your letter carrier and very little to do with Amazon. USPS is still run like a government organization. I can tell when my regular carrier is sick or on vacation based on the level of service I get.
Sent from my Galaxy S7 Edge using Tapatalk.
Grant H.
08-26-2016, 06:53
The smartpost crap is annoying. Amazon uses it because it is cheap. Seriously, I ship a lot of stuff, and when I quote Smartpost vs normal UPS/Fedex delivery, it's routinely 50% or more cheaper.
Fedex/UPS get the package to the right town in 1-2 days and then hand it to the fawkshow that is the USPS, so they can fawk it up.
USPS has a .gov allowed monopoly, and yet they are a private company, and they can't be profitable? Gross inefficiency and retardation.
I had this problem years ago, and talked to the actual delivery guy. He had me tape a letter inside my mailbox giving him permission to sign for the delivery, and leave it on my doorstep. worked for me.
Great-Kazoo
08-26-2016, 07:33
Holy shit...I just hung up with with a Customer Service Rep. who I could barely understand (standard). Same routine. "What is your order number". I sorta freaked on the chick and said "Look, I'm not calling about ONE order. I'm calling about several orders over the last 6 or 7 months. I have explained this EXACT THING to a few other folks and I have seen no results or any attempt to contact me for a resolution. I'm kinda pissed off here."
Her, "I will forward this concern to our shipping department and you should receive a confirmation email shortly."
[facepalm]
Pretty much the same shit.
Your 1st mistake was calling.
Log in to Amazon , then contact by scrolling down to HELP.
BROWSE HELP TOPICS . NEED MORE HELP............
Then CONTACT US.
This gives you instant access to help line BUT.......... you're typing the issue you have instead of trying to explain to a 3d world CSR who has little grasp of English, what your problem is.
Plus when finished they send a copy of your interaction to your e-mail addy. This gives you documentation to go back on IF the issue continues.
Believe me it's way better than ONE MOMENT SIR while i look at your account.
ACE2GOOD
08-26-2016, 07:56
A few others have mentioned it already. I think your issue is with USPS or whoever is trying to deliver. Amazon did their part and got the package out of their warehouse to a mail company. It is not their fault the mail driver in your area is being lazy and not delivering the packages they are supposed to. I started Prime in January as well and a lot more packages were delivered by UPS before Prime. Now that we have Prime we get a mixed bag of UPS or USPS depending on what it is and where it came from.
Good luck on your hunt!
Smartpost is used by many vendors. Midway included. I absolutely hate Smartpost because USPS chugs goat caulk.
Agree that this is a carrier problem. I'd be firing up the PO.
My last prime order, that had quite a few items, was delivered by all three carriers in five different boxes, on the same day, and all left on my porch - but we're not exactly rural.
Of course, one of the UPS boxes looked like it had been stepped on, but contents were OK.
I just got an offer from UPS to upgrade to their "My Choice" premium for $30. One of the things it gives is unlimited upgrade to UPS for the "last mile" instead of USPS one SurePost.
i agree this sounds like USPS screwing it up. Dunno if a visit to the PO and talking with a Supervisor would help?
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cableguy11
08-26-2016, 08:33
Not rural, and I think I had one problem with a package from Amazon...that USPS messed up on. Never got to my door/mailbox...Amazon just sent another one. I just went through a similar experience with best buy. Tracking said it was delivered to the mailbox, but when I checked there was nothing in there. Gave them a call and they said call USPS not our problem. Luckily it was only a 8 dollar item so I re-ordered and had no problems the 2nd time. I do like the USPS delivery on Saturday and Sunday. Thought you are are paying for 2 day delivery, once it leaves Amazon's warehouse they no longer control the package. It's not like they can refund "free". I would definitely go and talk to the post office and see if you can get it straightened out with them. Sounds like a small shop and should be easily remedied.
How is amazon NOT responsible for the shipping methods they use now? Because up until recently their shipping was handled by FedEx and UPS almost exclusively until they decided to save their shareholders a buck by using usps or 2nd rate couriers like ontrac or dhl.
My wife went to work for Amazon in June at their new sort center. If you live in the Metro area, you have or will soon see white vans with the Amazon logo on the side. They are rapidly ramping up their own delivery system to take UPS/USPS/FedUp out of the equation.
Smartpost is very cheap. Its the way Amazon can afford to give you prime shipping while still making money.
Edit... thanks for the tip on getting help from Amazon customer service without calling them.
Same thing happened to me, I thought it was because i moved into the boonies and the driver was too lazy to drive to the front door.
Martinjmpr
08-26-2016, 11:18
I wonder if Amazon might be a little more receptive if instead of calling to complain about the order, you called to cancel your Amazon Prime membership since you're not getting the value you paid for?
Amazon has their own delivery service in the Denver area now, and we nearly fell victim to their ineptitude the other week. I had ordered some stuff, not very sensitive or expensive, off of Amazon, and the lazy delivery guy just dropped about 6 packages for people in our complex next to the mail boxes. Mind you, the mail boxes are 3 buildings over from ours. My wife was able to see him driving away and a neighbor was gathering up the boxes to go place at the actual doors for the recipients instead of just letting them sit out in the open. Long story short, my wife made a phone call to Amazon to state that this was not how you deliver stuff. I understand what the good neighbor was doing wasn't exactly legal, but I also don't think what Amazon was doing was either.
spqrzilla
08-26-2016, 11:47
I don't understand why you are not complaining to the USPS Post Master since it is his employees conduct that is upsetting you.
You need to contact usps.. Not Amazon.
Smart post has been around for many years. I could get into a long drawn out explanation but let's just say the big carriers figured out they save money by not going to every location that gets a package.
It started in severely rural areas and is becoming more prevalent in the city
Sent by a free-range electronic weasel, with no sense of personal space.
My wife went to work for Amazon in June at their new sort center. If you live in the Metro area, you have or will soon see white vans with the Amazon logo on the side. They are rapidly ramping up their own delivery system to take UPS/USPS/FedUp out of the equation.
Hmmmm..... I'm sure that cost will reflect in their goods and services..
Just wait until those crazy gun nuts start shooting their drones out of the sky, THEN you'll see some complaining about delivery delays.
Great-Kazoo
08-26-2016, 14:19
I don't understand why you are not complaining to the USPS Post Master since it is his employees conduct that is upsetting you.
Cause USPS Post master at local offices could care less. They will yes sir/ missus i understand and will look in to it. If you don't stay on their ass like a proctologist, they'll ignore you. As a generalization. Some actually do their job, the others are this > < close to retirement.
Even better, leave a crappy review of Amazon. I did and they called me at home to see if they could straighten it out. They did.
Your 1st mistake was calling.
Log in to Amazon , then contact by scrolling down to HELP.
BROWSE HELP TOPICS . NEED MORE HELP............
Then CONTACT US.
This gives you instant access to help line BUT.......... you're typing the issue you have instead of trying to explain to a 3d world CSR who has little grasp of English, what your problem is.
Plus when finished they send a copy of your interaction to your e-mail addy. This gives you documentation to go back on IF the issue continues.
Believe me it's way better than ONE MOMENT SIR while i look at your account.
I don't have the time to read the entire thread so forgive me if this has been covered but you can get UPS My Choice or whatever they call their pay service for $10 right now if you Google. Then, in your UPS account, simply check the box to have all SurePost deliveries stay in the hands of UPS. Usually this would cost you like $3.50 per package but with UPS's premium service it's included and you can check one box in your account to have it apply to ALL SurePost packages. This will save you a day or two in most cases as they will come to your door like any other UPS package and not deal with the delays and bullcrap of the USPS in some areas. You get other benefits too but that alone will probably make it worth the $10. I hate paying for something that should just be free but in this day and age you can waste a LOT of energy trying to swim upstream sometimes.
Hmmmm..... I'm sure that cost will reflect in their goods and services..
Right now, with them leasing the vans, paying drivers, and such, it's almost a push with using UPS cost wise, with dramatically better results meeting their service commitments. This program is a pilot, so they're still working out the kinks. Assuming they get it figured out and scale up with buying the vans and such, I'd guess the economies of scale will more than make up for it.
UPS has been setting themselves up to be taken down by a leaner, more efficient competitor for a very long time...
Aloha_Shooter
08-28-2016, 15:53
As has been stated earlier, this is USPS. I had a similar issue where I ordered something from overseas and they sent it express but neglected to tell me. In the meantime, I got busy with work and wasn't worried about an overseas package taking its time to get here. Package slips are usually left in my mail box but I never see one ... until a month later when I open the little-used front door to find one stuck between the front door and the storm door (not visible when the storm door is closed, of course). I head over the post office to pick it up and find it was returned to the sender because it was "express".
I can't count the number of times I've gotten the "you weren't home" slips in the mailbox ... even when I was home all day. It almost makes you want to laugh when watching TV shows or movies from the 50s or 60s when USPS lived up to their motto.
GilpinGuy
08-28-2016, 22:56
I wonder if Amazon might be a little more receptive if instead of calling to complain about the order, you called to cancel your Amazon Prime membership since you're not getting the value you paid for?
This is the way I'm leaning. Orders of more than $50 usually have free shipping anyway, so plan ahead and wait until you have a bigger order.
I don't understand why you are not complaining to the USPS Post Master since it is his employees conduct that is upsetting you.
I'm complaining to Amazon because I pay Amazon a fee for "2 day shipping". I don't give a shit if some transgender camel delivers it, but I paid to have it here in 2 days, so get it here however you have to like I paid you to do. If YOUR SHIPPING COMPANY sucks, YOU fix it. I shouldn't have to address it. Other shipping options are available.
I just think that advertising "2 day shipping" that isn't 2 day shipping is wrong.
Meh, America these days. In decline faster than most realise.
Why honor your pledge? Blame someone else.
Why be upstanding and do what you say? As long as you make enough money, who cares.
/rant
GilpinGuy
08-28-2016, 23:00
BTW, no contact from Amazon regarding my last concern. [facepalm]
crashdown
08-29-2016, 01:09
Didn't read all the responses, but...
I just called Amazon about similar problems.
Before I enrolled in Prime things were pretty smooth, so I figured for 100 bucks they would be even better.
After Prime, they started taking a week just to get stuff out of the warehouse, they also shipped slower than before.
I contacted them just last week.
Amazon was able to see the same trend I had been seeing looking back at my last half dozen orders.
They refunded my 100 bucks immediately even though I had been on prime for about 4 months. They also allowed me to stay a Prime member and said I could call in anytime I saw something taking longer than needed, and they would overnight or 2 day it manually.
I was happy with them taking care of it the best they could.
mtnrider
08-29-2016, 08:31
I have been a Prime member for many many years and it is my go-to for most online orders. Have always had great service and fast delivery and if I didn't they were quick to sort it out and compensate me for the mistake.
With that said I have noticed in the past year that more and more packages are not being delivered within the promised 2 days (but nothing longer then 3-4 at most and 95% of my orders still come in 2 days and we order a Lot of stuff)). Like others have mentioned they seem to be using USPS more and more which is notorious for "you'll get it when you get it" delivery. Not sure who is at fault here but ultimately Amazon is the prime contractor so they need to kick their subs (USPS) at tell them to get on the ball or we go elsewhere. What I don't know is if it is Amazon or UPS that is actually subing out to USPS? Either way like I said it is Amazon's job to lay down the law with their subs if they are not meeting promised dead lines.
I would also caution people to make sure you read the small print on Prime items. There are some that you can order under prime but may not be in stock at the time. There will be a little blurb about "will ship when available" so you may see a delay in shipping from the warehouse.
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Double00
08-29-2016, 20:56
Amazon and UPS both sub to USPS. UPS Del. to local post office and USPS del. to your address. The 2 day product is del. my who ever Amazon decides to use (UPS,FedEx, Ontrac). I del. about 120 pkgs. to the post office every day. Amazon does now have distribution in Colorado so some stuff goes strait to USPS.
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