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[DJ Lushious]

As others have said a "late" delivery is an absolute bullshit thing to get worked up about. The way I see it, I am guaranteed delivery on a day, not a time. That should be common sense for so many different reasons.

Amazon flubbed the Gears 4 Ultimate Edition release and they compensated with a digital code for the game, while still delivering the game (3 days later). That's pretty fantastic!

I've since moved to Gamers Club Unlocked for my game deliveries, though. In the long-run, it's the better plan, especially if a Best Buy Rewards Elite member coupled with BB's credit card.

I digress, though.

 

[kmfdmpig]

As others have said a "late" delivery is an absolute bullshit thing to get worked up about. The way I see it, I am guaranteed delivery on a day, not a time. That should be common sense for so many different reasons.

Amazon flubbed the Gears 4 Ultimate Edition release and they compensated with a digital code for the game, while still delivering the game (3 days later). That's pretty fantastic!

I've since moved to Gamers Club Unlocked for my game deliveries, though. In the long-run, it's the better plan, especially if a Best Buy Rewards Elite member coupled with BB's credit card.

I digress, though.

Personally, I'd rather that a package be a day late than delivered at 10PM which will cause my dog to bark, my child to wake up and mean that I get less sleep than I want. There's a reason why it's considered rude to call strangers very late at night. Ringing a doorbell to deliver a package at 10PM is not cool. If it's something that is just left outside without making noise or needing a signature then that'd be fine with me.

 

[Skellig Gra]

As others have said a "late" delivery is an absolute bullshit thing to get worked up about. The way I see it, I am guaranteed delivery on a day, not a time. That should be common sense for so many different reasons.

Amazon flubbed the Gears 4 Ultimate Edition release and they compensated with a digital code for the game, while still delivering the game (3 days later). That's pretty fantastic!

I've since moved to Gamers Club Unlocked for my game deliveries, though. In the long-run, it's the better plan, especially if a Best Buy Rewards Elite member coupled with BB's credit card.

I digress, though.

That doesn't work for all scenarios. There are early morning delivery options that shipping companies provide for people who need stuff ASAP like for a business presentation or something. It's the shipping companies who are setting the delivery time frame guidelines.

Another example, what if you wanted something for your son's birthday? If there is a guaranteed delivery time of before 4PM then that works. Would it be ok if it showed up at 11 PM on his birthday? If you were told "it'll be there sometime on the day" then you probably would refrain from buying it to begin with.

 

[Stormhammer]

does it specifically say "guarantee" anywhere for their delivery times?

 

[Steve Youngblood]

does it specifically say "guarantee" anywhere for their delivery times?

Hmm... I'm wondering if they removed that language now for the holiday shopping season. I can't prove it, but I'm reasonably certain that before when I would check on order statuses, as soon as something shipped there would often be language like "Guaranteed Delivery by (Current Date + 2 days) at 8PM." But I have a couple of orders out now that just say "Arriving tomorrow by 8PM" with no mention of a guarantee in sight.

 

[Stormhammer]

I'm looking at their "guaranteed accelerated delivery" page and it doesn't mention anything about time, just the date of delivery itself. Does this accelerated delivery count as like the free two day shipping you get with prime? I'm a prime member myself

 

[Zaraki_Kenpachi]

Hmm... I'm wondering if they removed that language now for the holiday shopping season. I can't prove it, but I'm reasonably certain that before when I would check on order statuses, as soon as something shipped there would often be language like "Guaranteed Delivery by (Current Date + 2 days) at 8PM." But I have a couple of orders out now that just say "Arriving tomorrow by 8PM" with no mention of a guarantee in sight.

I don't remember it ever saying guarantee in the email. It always just said what you were saying of "arriving tomorrow by 8pm". Not sure if it was somewhere on their website.

 

[HammerOfThor]

I disagree. I was raised to always applaud people who go out of their way to help me or add to whatever experience I have. When I go down to Disney and I meet a castmember who did something special, even if not directly towards me I go Guest Services and tell them how good a person did.

Then thats awesome! I'm glad you do, I do it too. But there are still very many who don't and the squeaky wheel always makes the most noise, sadly.

 

[SURGEdude]

You would be shocked at how few people realize this. Long long ago, when I was in customer service, every once in a while I would get someone who was actually pleasant. I had the power to change their bills and would often give them a hundred dollars in credits (I was given a budget and was able to use it at my discretion)

It's kind of depressing that people don't realize this. It also speaks to the lack of decency in much of society.

I've never worked a customer service job per se, but I've worked retail as a younger man and it was hell.

The occasional kind person kept me from becoming bitter is a sea of misery. I try and remember that feeling every time I deal with a person working CS no matter how annoyed or angry I might be. The job is hard enough without people willfully being assholes.

Be kind folks, it pays in dividends.

 

[Steve Youngblood]

I don't remember it ever saying guarantee in the email. It always just said what you were saying of "arriving tomorrow by 8pm". Not sure if it was somewhere on their website.

OK. I wasn't insane, but my memory was definitely hazier than I thought. Or maybe I had just deleted more recent emails. But last year I had a product with an email confirmation that used this language:

Guaranteed delivery date:
Monday, November 9, 2015

No mention of time, mind you. Any more recent confirmations all just say "Arriving By: (Insert Date Here)."

 

[The M.O.B]

ahhh reminds me of that time I saw this pregnant lady rushing around the warehouse to fulfill those holiday orders at the tail end of a 60 hr work week.

 

[Akim]

 

[PanicFreak]

I bought a Sonos Play:1 and hit the slow delivery method to get the $5 pantry credit. It came the next day.

I love Amazon.

 

[Stormhammer]

So as a test, I put an item in my cart and went to shipping options. I picked 2 day shipping and it just says "Guaranteed delivery date: Dec. 5th". I clicked on the details of the 2 day shipping and that falls under the guaranteed accelerated delivery terms. No where does it say a guaranteed time, just a date.

Also, the release date delivery doesn't guarantee a time either, though I'd agree some form of compensation is fine if it isn't delivered on said release date.

 

[peteykirch]

Just had great customer service with Threadless.

Ordered 2 shirts one for me, one for my GF for Christmas. They sent the right shirts but got the sizes flip flopped.

Sent an email last night, got a response in less than 12 hours telling me they are re-sending the order again at no charge, and to just keep/donate/gift the shirts in the wrong sizes.

 

[Stormhammer]

Just had great customer service with Threadless.

Ordered 2 shirts one for me, one for my GF for Christmas. They sent the right shirts but got the sizes flip flopped.

Sent an email last night, got a response in less than 12 hours telling me they are re-sending the order again at no charge, and to just keep/donate/gift the shirts in the wrong sizes.

You should probably let Amazon know

 

[andythinkpad]

Amazon is sending me 7 gift cards with free teddy bears attach to them. Amazon is still taking the W for me.

 

[superdeluxe]

Ask for a lead the next time because of we are only allowed to do just so much.

What ARE you allowed to do?

 

[DJ Lushious]

Personally, I'd rather that a package be a day late than delivered at 10PM which will cause my dog to bark, my child to wake up and mean that I get less sleep than I want. There's a reason why it's considered rude to call strangers very late at night. Ringing a doorbell to deliver a package at 10PM is not cool. If it's something that is just left outside without making noise or needing a signature then that'd be fine with me.

Does FedEx/UPS/DHL do this where you're from? I mean, deliver at 10:00 PM? It absolutely isn't where I live. If they don't get a delivery by XX time (normally way before 10:00 PM, maybe 6-7 in my experience), they keep it on the truck and deliver it the next day.

That doesn't work for all scenarios. There are early morning delivery options that shipping companies provide for people who need stuff ASAP like for a business presentation or something. It's the shipping companies who are setting the delivery time frame guidelines.

That's not what is being discussed here. Early morning delivery is a premium service and, as you've mentioned, it's primarily used by businesses. It is emphatically not what the OP purchased.

Another example, what if you wanted something for your son's birthday? If there is a guaranteed delivery time of before 4PM then that works. Would it be ok if it showed up at 11 PM on his birthday? If you were told "it'll be there sometime on the day" then you probably would refrain from buying it to begin with.

See my first paragraph above. I am highly skeptical that any delivery service isn't just going delay the package until the next delivery day, where it can be delivered at a normal time.

 

[kmfdmpig]

Does FedEx/UPS/DHL do this where you're from? I mean, deliver at 10:00 PM? It absolutely is.

One of their other carriers does. Ontrac, is their name, I think, and they are not good at all.

 

[LuffyZoro]

I dunno, I have a package that's a couple days late, and they instantly refunded me the money, extended my Prime for a month, and offered to pay for the shipping on a way to get it to me faster.

 

[NateDrake]

The package is in the hands of USPS. If it doesn't arrive by 8pm tomorrow night, should I blame Amazon for the failures of my local post office?

 

[peteykirch]

The package is in the hands of USPS. If it doesn't arrive by 8pm tomorrow night, should I blame Amazon for the failures of my local post office?

Amazon absolutely should take responsibility.

Only because if you complain to whomever ships the item, they'll tell you to contact the store you ordered it from. The shipper will feign no fault, and tell you to go after the company you bought from.

 

[evil solrac v3.0]

So back in March I placed an order that had 3 games in it, all coming out at different times, all with release day delivery.

First part of the shipment arrived on time, no problem.

Second part didn't show up until 10PM on release day missing the 8PM guaranteed delivery. Contact Amazon they offer me a 5$ credit, tell them I want a month of Prime, no issue they give me a month of prime.

Yesterday, FFXV came out, that was the third part of the order. Well it didn't show up, contact Amazon, they tell me since I was already credited with a free month of prime for a prior late shipment on the order I am ineligible to receive any compensation on a later portion of the order.

Now I know not to make an order with multiple parts delivered on different dates if one screw up on their part cancels out any other delay or issues down the line.

you should learn to relax. it's the holidays and things are backed up. you already got a free month, what more do you want?

 

[peteykirch]

you should learn to relax. it's the holidays and things are backed up. you already got a free month, what more do you want?

For Amazon to not fall back on technicalities.

If someone places a large order that gets delivered over multiple dates, if something goes wrong once, it shouldn't invalidate the entire order. Each piece should be looked at separately.

 

[Zaraki_Kenpachi]

OK. I wasn't insane, but my memory was definitely hazier than I thought. Or maybe I had just deleted more recent emails. But last year I had a product with an email confirmation that used this language:

Guaranteed delivery date:
Monday, November 9, 2015

No mention of time, mind you. Any more recent confirmations all just say "Arriving By: (Insert Date Here)."

Yeah or it was on the order details page if not the email. I only remember it doing that for games when it was promoting "release day delivery" but it never said guarantee from what I can remember just arriving tomorrow by 8pm

 

[The One Who Knocks]

For Amazon to not fall back on technicalities.

If someone places a large order that gets delivered over multiple dates, if something goes wrong once, it shouldn't invalidate the entire order. Each piece should be looked at separately.

Where does Amazon guarantee you'll receive it by 8pm? They guarantee Release Date Delivery, and you got it on the release date. Everything in their Help and Support section, unless I'm missing something, states the date is guaranteed and makes no mention of any time delivery (which is understandable since they obviously can't guarantee a specific time because that will vary considerably based upon where you are on the UPS/FedEx/Courier's route).

Their Guaranteed Accelerated Delivery Fine Print Article also states this:
(https://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=201910260):

The following requirements must be met to qualify for Guaranteed Accelerated Delivery:

Shipping method selected is shipping option advertised on a product detail page.
Order is shipping to Eligible Address.
Order is placed before deadline listed on product detail page.
Shipping preference "Ship my items as they become available" is selected if your order contains other items that aren't eligible for Guaranteed Accelerated Delivery.
Your credit or debit card must be successfully charged before the deadline displayed on the product detail page.
An attempted delivery on or before the guaranteed delivery date meets our delivery guarantee.
An offer by the carrier of a delivery appointment on or before the guaranteed delivery date meets our delivery guarantee.

Note: If you received free shipping through Amazon Prime, you may be eligible for a free one-month extension when the promised delivery date isn't met. Prime Extensions are limited to one per free trial and 12 for an annual membership. Free Amazon Student Memberships do not qualify for this extension.

You had a delivery attempt (and a successful delivery) on the date they guaranteed. I'm failing to see how you were entitled to the compensation you got in the first place unless it specifically says, anywhere, it specifically guarantees that time (and no, the 'arriving by' page isn't a guarantee).

EDIT: And about Amazon having to take responsibility, if you didn't contact UPS specifically it seems assumptive to claim that's the response you'd receive, particularly when the package has been shipped and the courier has it, but all of this is ignoring that you received it on the date you were guaranteed to receive it.

 

[peteykirch]

Where does Amazon guarantee you'll receive it by 8pm? They guarantee Release Date Delivery, and you got it on the release date. Everything in their Help and Support section, unless I'm missing something, states the date is guaranteed and makes no mention of any time delivery (which is understandable since they obviously can't guarantee a specific time because that will vary considerably based upon where you are on the UPS/FedEx/Courier's route).

Their Guaranteed Accelerated Delivery Fine Print Article also states this:
(https://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=201910260):


You had a delivery attempt (and a successful delivery) on the date they guaranteed. I'm failing to see how you were entitled to the compensation you got in the first place unless it specifically says, anywhere, it specifically guarantees that time (and no, the 'arriving by' page isn't a guarantee).

EDIT: And about Amazon having to take responsibility, if you didn't contact UPS specifically it seems assumptive to claim that's the response you'd receive.

Well it may not say guaranteed before 8PM, but it's kind of crappy to do a residential delivery 9PM going on 10PM at night.

If you want to be a stickler then I would've been compensated for the third and final part of the shipment which didn't show up until a day afterwards the "guarantee" and at 9PM.

 

[The One Who Knocks]

Well it may not say guaranteed before 8PM, but it's kind of crappy to do a residential delivery 9PM going on 10PM at night.

If you want to be a stickler then I would've been compensated for the third and final part of the shipment which didn't show up until a day afterwards the "guarantee" and at 9PM.

That's not an Amazon issue though, your issue here is with the courier, and the time of delivery is going to be dependant on the route the courier has to take, traffic conditions, and any delays which may occur.

And yes, you absolutely should be, but you were already compensated for them missing the guarantee on the second order, when they didn't miss the guarantee, so I don't really feel you've any grounds for a complaint about the level of service you received since you were compensated for a late delivery and you only had a single delivery meet the grounds for this compensation.

 

[peteykirch]

That's not an Amazon issue though, your issue here is with the courier, and the time of delivery is going to be dependant on the route the courier has to take, traffic conditions, and any delays which may occur.

And yes, you absolutely should be, but you were already compensated for them missing the guarantee on the second order, when they didn't miss the guarantee, so I don't really feel you've any grounds for a complaint about the level of service you received since you were compensated for a late delivery and you only had a single delivery meet the grounds for this compensation.

This argument is turning cylindrical. I complain at UPS they tell me to complain at Amazon because they claim Amazon didn't get into UPS' hands fast enough. I tell Amazon and they have to bite the bullet because they are relying on an independent third party to do their shipping.

 

[Bluekaveli]

What ARE you allowed to do?

It depends, give refunds, do basic stuff. Change shipment speeds, addresses, payment methods

Most importantly, listen to people blame stuff on us lol.

 

[Kintaco]

On a brighter note, I bought season 1 of Pokemon for my son for $35, only to have it drop to $15 a few days. Tried to initiate a return and couldn't so Amazon just refunded me the whole amount and said to keep the DVDs. I didn't ask for anything by the way, just wanted to return the unopened item in order to get the same item for the lower price.

 

[Ampersands]

Hope Amazon customer service will pull through for me. Was waiting on headphones that were supposed to be delivered today but were nowhere to be found. The carrier was Amazon so I'm holding them fully accountable if the package doesn't come in the next few days. They've come through for me before but this product is a bit more expensive than what I usually order.

On a side note: anyone have any recommendations for cheap but decent headphones? It'll take another week at best to get the order resent if necessary and I can't go another second listening with only my earbuds.

 

[cress2000]

Fuck all this noise saying to just accept it when paid service guarantees aren't met. You can and should complain. That being said, it's completely stupid that they won't compensate for separate shipments within the same order having delivery commitment issues. Not consumer friendly.

But if you're in contact with a CSR, be nice about it. It is virtually never their fault for what happened. Treat them with respect and you might just make their day, and they might even be compelled to go the extra mile for you for being so awesome and understanding.

I had my own issue with Amazon policy recently. About two weeks after I bought an expensive monitor, it went on sale for over $100 less and they refused to credit me the difference. They wouldn't even budge after I tried the Jeff Bezos email which seemed to produce results for others. They only do it for TVs, they said. Complete fucking bullshit when monitors are the same technology, and dishonest people could just use the rebuy and return loophole to have the difference credited. They still didn't care to do anything when I pointed those things out.

 

[Zaraki_Kenpachi]

This argument is turning cylindrical. I complain at UPS they tell me to complain at Amazon because they claim Amazon didn't get into UPS' hands fast enough. I tell Amazon and they have to bite the bullet because they are relying on an independent third party to do their shipping.

They don't have to bite the bullet on anything though, that's what you seem not to get. They might think it's worth it to appear the customer whether they're right or not but you're not guaranteed free stuff everytime something isn't perfect.

 

[peteykirch]

They don't have to bite the bullet on anything though, that's what you seem not to get. They might think it's worth it to appear the customer whether they're right or not but you're not guaranteed free stuff everytime something isn't perfect.

Then what is the point of a guarantee if it doesn't arrive on the agreed upon date?

 

[Ampersands]

Okay, I've been dealing with a customer service rep for 2 hours now about my address. The guy just can't get it right.

 

[MC Safety]

Just as an aside, if you hate your life and want to be punished, call the cable company.

 

[Community Forum]

It surprises me that Amazon isn't more proactive on their guarantee for Prime customers. They know when things were delivered, and if a date was missed (especially guaranteed release date delivery), they should automatically make amends to their customers, not wait for a complaint to come in.

 

[NoblesseOblige]

Amazon went weird with my most recent order. When I placed my order it said it would be delivered by December 6th because they were out of stock. I was fine with that. But then a day later they updated it and said it'd arrive by today (2nd). I thought cool, they must have got early stock in. Well it didn't get delivered today and is now saying it should be here Monday (5th). Had they stuck with the original date they could have prevented me from requesting a free month of Prime for them being late.

 

[KO Traveling Hobo]

I'll be honest. I work in logistics kid. This sort of shit triggers me.

I have to deal with this sort of bs day in and day out. And it's exhausting. And in all honesty I'm probably goin to end up killing myself because I hate my career so mich because I Have to deal with shit like the op all day every day without any sort of God damn thanks. Just whiney ingrateful bastards that call me a fucking retard and throw around how money they make day in and day out.

I wish I had worked harder in college. I wish I hadn't settled for less.

Hold strong, my dude. We're all gonna make it.

 

[Steve Youngblood]

It surprises me that Amazon isn't more proactive on their guarantee for Prime customers. They know when things were delivered, and if a date was missed (especially guaranteed release date delivery), they should automatically make amends to their customers, not wait for a complaint to come in.

There's a lot of people out there that aren't really going to bat that much of an eyelash when the occasional package runs a tad late. Automatically comping them for something that they may not have noticed to begin with or cared if they did would be a huge waste of money. I mean, I guess you could argue that it might result in slightly less volume in terms of customer service inquiries and you might be able to lay off a few CS reps, but that's probably not going to cover the cost of all these free months of service you're handing out.

 

[Freshmaker]

There's a lot of people out there that aren't really going to bat that much of an eyelash when the occasional package runs a tad late. Automatically comping them for something that they may not have noticed to begin with or cared if they did would be a huge waste of money. I mean, I guess you could argue that it might result in slightly less volume in terms of customer service inquiries and you might be able to lay off a few CS reps, but that's probably not going to cover the cost of all these free months of service you're handing out.

Well, $8.25 worth of Prime... I wonder how much that actually costs them.

 

[Steve Youngblood]

Well, $8.25 worth of Prime... I wonder how much that actually costs them.

Well, whatever it costs them times how many times a package they ship doesn't meet the given estimate. Given the logistics involved I don't think it's a rare occurrence when stuff doesn't get there on time.

 

[hollomat]

It used to be amazing when the slow delivery got you the digital credit instead of the pantry credit.

 

[Stormwatch]

Amazon went weird with my most recent order. When I placed my order it said it would be delivered by December 6th because they were out of stock. I was fine with that. But then a day later they updated it and said it'd arrive by today (2nd). I thought cool, they must have got early stock in. Well it didn't get delivered today and is now saying it should be here Monday (5th). Had they stuck with the original date they could have prevented me from requesting a free month of Prime for them being late.

This is another example of what I mentioned earlier. They are listing things as "out of stock" when they are in stock so they don't have to hit their 2 day promise.

 

[Auron_Kale]

Well right now, I'm having the opposite: placed an order for the FFXV CE guide and had it estimated that it would be arriving on the 5th (I have Prime). Got an email today notifying me that I'll be getting the guide on Sunday, which is a pleasant surprise.

Tbh, I only chat with Amazon CS when my game is like a week overdue - as was the case with Zero Time Dilemma earlier this year. Even then, I rarely blame Amazon or the carrier unless there is a major clusterfuck. So long as I have an estimated time, I'm good.

Also, since it's the holidays, I was actually expecting shipping delays anyways.

 

[blame space]

you guys could always go to the store for ten minutes and buy the thing

 

[Wolfe]

If it's estimated instead of guaranteed by 8PM , then I don't see a problem.

This is the main point for me, you (OP) keep going on about "promises" and "guarantees" but in the end it's just a service and their only guarantee is that they'll refund the shipping if it's delayed and it's their fault. Although in your case you already got a kickback for one part of your order so I'm well aware they won't compensate you further for the same order.

"In the event of a missed delivery, we'll refund the shipping charge. This doesn't apply if a delivery is attempted but no one is available to accept the package. A signature isn't required for most Release-Date Delivery items, but we can't guarantee whether our carrier will leave a package if no one is available to accept it. If the package isn't left on your doorstep on the release date, your mail carrier should leave a note explaining your options for re-delivery or picking up the package at your local Post Office.

If a service interruption or failure outside of Amazon.com's control occurs, including interruptions to our transportation systems or the services provided by our carriers, the Release-Date Delivery shipping charge refund doesn't apply."

It sucks that you feel slighted or whatever, but try looking at the situation from an outside perspective, cause from mine your argument seems a bit ridiculous given the circumstances.

 

[jongkookie]

Maybe don't pre-order shit from Amazon?

I didn't have a pre-order for FFXV since I wanted to read reviews and impressions first, but come release day Tuesday morning as I'm sitting in my office I decided to bite the bullet. Pulled up the Amazon app on my phone and bought the game with the Prime discount and same day delivery.

Come 5PM I get a notification that it's been delivered.

I bought a camera worth $1K last month that USPS "lost in their system" and for 2 fncking weeks I didn't have any clue where my $1K went, out of the blue their tracking updated and I got the camera safe and sound, albeit 2 weeks after the supposed delivery date. If you get pissed off coz your $50 bucks got delayed for a day, then I dunno... maybe you shouldn't be spending that money in the first place?

More importantly it's the holidays... shit will get delayed whether you like it or not.