Watchdog launches probe into Amazon Prime delivery claims

22 December 2017
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A formal investigation into Amazon Prime’s one-day delivery claims has been launched by the Advertising Standards Authority (ASA).

The advertising watchdog has received around 200 complaints from consumers about Amazon Prime’s one-day delivery claims, prompting it to start a formal investigation into the firm.

Complainants say that the company is misleading customers as items are not delivered within the one-day timeframe.

Amazon Prime is a monthly subscription service which offers unlimited one-day deliveries to customers, as well as inclusive music, film, and television streaming. It currently costs £7.99 month or £79 a year.

A statement released by the ASA says: “The ASA has now launched a formal investigation into complaints about Amazon Prime’s “one-day delivery” claim.

“The general nature of complaints is that the claim is misleading because, in the complainant’s experience, deliveries have taken longer than one day.”

In response to the investigation, Amazon issued the following statement: “We clearly communicate the benefits millions of UK Prime members enjoy for £79 annually including unlimited one-day delivery on millions of eligible items fulfilled by Amazon, thousands of Prime Video films and shows, millions of tracks through Prime Music and other benefits.

“We invest in our fulfilment operations and work with our delivery partners to deliver parcels on time, and take seriously any instance where a customer doesn’t receive an item on time and work with them to make it right.”

Comments

In reply to by paul (not verified)

The carriers that work on behalf of Amazon are self employed drivers working directly for Amazon. Royal Mail lost the co tract last year over prices and Amazon created their own logistics company called Amazon Flex. Flex drivers collect parcels at a set time from depot and have between 2 and 8 hours to clear them so cannot hold them to the next day. Prior to Xmas it was manic, from Black Friday week until Xmas Eve it was extremely busy plus we had bad weather with lots of snow and Ice so some parcels did get delayed but the biggest issue to parcel delay is the customer. Customers order age restriction products (booze, 18 rated DVD, Condoms etc) and wonder why they don't get it next day. These need signing for by someone in the household over 18, they can not be left in a safe place or with a neighbour. Also sometimes we take a prime parcel to an address and no-one is in, we try neighbours and they too are out and the customer has not assigned a safe place to leave the parcel so it has to be returned to depot and come out the next day. I have had people say "Why didn't you leave it in ...", well the answer is because you didn't put anything on the email on the day of delivery when Amazon wrote to say it's in the way. It gives the option where to leave it if you are out. This Xmas was the first with Amazon Flex and lessons have been learnt to make it better next year.On the positive side I also get people day I didn't expect that until xyz and they are getting it a day or more early. Not everything on prime is next day delivery and when ordering it gives you a clear idea of when to expect the psrcel.

In reply to by anonymous_stub (not verified)

It seems very rare things are next day now. i just ordered a fishing net that actually says next day prime delivery and then once ordered it changed to three days delivery!! This is happening more and more and i will no longer be renewing. Also the fact prime now has now doubled it's minimum spend for 'free' prime delivery and the two hour window times start from over two hours after you order so ends up being 4 hours. When comparing the same products prime vs none prime they work out to be the same price on many items as amazon put the price of the product up to cover the cost of free delivery. As for the music, my echo dot constantly says certain songs are not in my membership, so i have had to pay for amazon music unlimited on top of prime. It used to be brilliant, it is now one massive con.

In reply to by anonymous_stub (not verified)

Amazon are just getting worst both on deliveries by their couriers and Royal Mail had over a dozen items missing one day delivery currently one item due by post still has reached the Royal Mail 2 days after getting notification from Amazon . They claim it might be being sent from overseas. Douglas Gurr CEO. Does nothing .ASA should. Finethem heavily

In reply to by anonymous_stub (not verified)

Amazon Prime Delivery: Over the past year Amazon has consistently lost parcels delivered to me through Prime Delivery. The latest incident arose because the carrier was unable to locate the delivery address. This is rather surprising because it is an Amazon Collection Point (ie a local News Agent). After contacting Amazon Support (a definite misnomer if ever there was one) I was promised redelivery within 24 hours. Once this time had passed I checked on my orders online to discover that again the carrier could not locate the delivery address (this is not a new collection point and has been in operation for several years) and had been instructed to return the item to the seller. I received no notification of this. I would not be refunded until the item had been received by the seller. My only option a week after failed delivery is to reorder (at which point the carrier will doubtless not be able to find the Collection Point again). I order a lot of secondhand books through Amazon third-party sellers and those deliveries are more speedily and efficiently received than any order I place for Amazon Prime delivery. Amazon support in India is useless at sorting out problems but if you are lucky enough to get Amazon Support in Jamaica (does not often happen) they are able to rectify the situation immediately without me having to hold onto the telephone call for hours. I have lost countless hours on the telephone to Amazon. If I charged them for my time spent it would probably be the equivalent to the items I have purchased. My real complaint is that when deliveries go wrong Amazon Support does nothing to sort the problem out. Rather than cutting down on foreign workers in the UK, surely we would be better off bringing back telephone support to these shores or placing more support centres in Jamaica.

In reply to by anonymous_stub (not verified)

I have suffered theft and fraud by Amazon Prime, I have cancelled my account, they have still taken 3 x payments of 7.99 per month. I have been charged around £6.00 in phone calls to cancel the payment they are illegally taking from my account despite me clicking no to amazon prime trial, . Now that I have cancelled my account as I reported it was unsafe to Amazon Prime and payments still were being taken without my permission I am now unable to contact Amazon Prime as they require a login to access your account to be able to contact them to put in a complaint. I have told them that as far as I am concerned this is theft and fraud as they are using my card this is not a direct debit that I can cancel. I am not even able to contact them to produce a false document I may have clicked to agree to pay for a trial of Amazon Prime. I have had to go into by bank today , had to report fraud and theft had to cancel my card, with all the inconvenience this causes to be told by my bank that despite all my efforts Amazon could still take future payments from my account. How can this be, please help. Barclays are challenging the payments and will refund me if I sign a letter they will post me but I am concerned that despite my efforts Amazon Prime have the power to take money from my account without my permission . THIS MUST BE ILLEGAL.PLEASE HELP URGENT IF AMAZON ARE ALLOWED TO DO THIS THERE MUST BE A LOOP HOLE TO ALLOW OTHERS TO DO THIS . HELP HELP HELP

In reply to by anonymous_stub (not verified)

Yep. It’s very rarely a one day service these days. In my experience anyhow. I started to check to see if somehow or other my Amazon Prime membership had self-cancelled. It hadn’t. Hmmm ...

In reply to by anonymous_stub (not verified)

I ordered quite a few parcels from Amazon using my Prime Membership and they never let me down once. Always on time and ahead of time and always with a smile and courtesy. My latest order was Saturday 23rd December, delivered lunchtime on Christmas Eve. I have no complaints of the service. However, Amazon Marketplace is not as good but this is not Amazon's fault but the sellers advertising on there. Some are good and it arrives in a couple of days but some can take a couple of weeks. Perhaps Amazon could create a better situation with stricter terms and conditions for advertisers with sanctions built in. I don't blame Amazon for these sellers deficiencies just suggesting perhaps they could force improvements upon sellers.

In reply to by anonymous_stub (not verified)

As a regular user of Amazon Prime I haver noticed a significant deterioration in the timeliness of Amazon deliveries in recent months to the extent that I no longer can rely on their one day prime delivery claims. Usually it is only a delay of a day but has been far longer.

In reply to by anonymous_stub (not verified)

I've noticed it's only recently started taking slightly longer than one day; partly due to Christmas & other people have started cottoning on to the benefits of Amazon Prime.

In reply to by anonymous_stub (not verified)

Earlier this year I was charged for a subscription to Amazon prime that I had never signed up for. Today, I saw that my credit card had been charged for a subscription to Amazon kindle unlimited, which I also never signed up for. Both occasions they refunded my money and apologised for the "errors". Seems that Amazon operate some dubious business practices.

In reply to by anonymous_stub (not verified)

Don't believe their claim of unlimited one day delivery. Order too many items and suddenly the things you are trying to order will be out of stock. Try ordering them as a different account user and miraculously they come back into stock. Nothing but an outright con of which Amazon should be ashamed of.

In reply to by anonymous_stub (not verified)

I was an Amazon Prime Member for a year, up until last week, when my renewal came around and I made an easy decision NOT to renew it, the reason being their so called next day delivery promise.I buy a far bit on Amazon over a yearly period and thought becoming an Amazon Prime member would save me money in postal charges and a lot of time in getting my purchases to me, how wrong was I? Not only were the items I bought 95% of the time more expensive than other sellers, but the one day delivery promise turned into 2 or 3 day and in some cases even a weeks delivery service and it was such a regular occurence that I decided it was not worth renewing my membership! As a loyal Amazon customer for many years I expected more from them and the promises they were and still are making to their Prime customers!Kind regards,Jane Ruutel

In reply to by anonymous_stub (not verified)

I have been using Amazon Prime for a number of years and have no complaints.Purchases made through Amazon Market Place and NOT fullfilled by Amazon are not covered by Prime, then delivery is dependent on the seller.Considering the vast amount of deliveries made by Amazon, 200 complaints is a drop in the ocean.

In reply to by anonymous_stub (not verified)

This service used to be good but lately if I place an order before the cut of time for prime - a delivery date is shown two days ahead. Either it's a one day service or not and I don't think it is right for them to cover themselves by increasing the projected date. If they cannot deliver within one day then the item should not have the prime badge against it. By all means give free delivery to prime members on such items but just do not advertise them as prime in the first place. Incidentally it is worth complaining to the chat line or email support if a prime item fails to arrive on time ans they will usually offer you compensation of another 30 days membership of the prime service (which includeds other services too) I think we have so far been given an extra three months this year by doing this

In reply to by anonymous_stub (not verified)

I am an Amazon Flex driver in The Midlands and I can tell you that their systems are rubbish. You scan parcels by the bag and often whilst they are on the itinerary you get approx 15% of all deliveries missing. So as the itinery loads the end customer gets an email saying their purchase is on its way but then we find it missing and mark it as so but the customer doesn't get an update. I also have found extra parcels not on the itinerary which then go back to the depot and go out the next day.No wonder customers complain. Amazon Flex drivers are self employed and use their own car filling them with fuel at their own cost which comes out of the payment of £52 for 4 hours work. The block comes out with approx 48 parcels to be delivered in the 4 hours. Sometimes you are lucky and only drive about 30 miles for the block but I also had one this week where I did 126 miles. Yet when we deliver a parcel, the customer deems late, we as drivers get their angry tyrade, one guy went to hit me last week because his parcel was 2 days late but then spotted I wear a camera. It is not the drivers fault but the Amazon system. We have lost a lot of drivers this Xmas because the abuse has been exceptional. Name calling, spitting in our face and physical abuse just because their parcel is "late". Though many are nice and understandable. I went out to a farm the day after WE had heavy snow. I struggled up their drive but the customer said it was late and should have been there the day before. The driver had tried but his Saxo just could not get up a drive with a 10 inch cover of snow, the customer said that wasn't his fault but the fault of "c**ts like you". Reported him to Amazon along with footage and they refused to do anything about it.

In reply to by anonymous_stub (not verified)

Always had mine on time and even before stated delivery time.So cant fault it.Well done Amazon.

In reply to by anonymous_stub (not verified)

I ordered cumin oil capsules at cost of £23,I ordered on 1click,I was charged £23 50p for delivery.i called amazon,not very happy with result,they told me that is what the charge of delivery is, so total cost of £46 50p for about 4 Oz weight.told them I will not be ordering from them again

In reply to by anonymous_stub (not verified)

This will be a very small number, that does not get delivered next day.I am sure Amazon honour most of the time.It will be the carriers that let them down.My experience with Amazon is outstanding! They always put things right that go wrong.As far as I am concerned AMAZON is the best company on the planet ! and I am hard to please !!!Even if you do not have prime Amazon delivery is very quick anyway !

In reply to by Jo Clayton-Paveley (not verified)

I don't have a problem with items arriving late on prime ,I have a problem with the arrogant idiot who delivered my parcels the last two times on hot days so my front door was open he came half way up my path then launched it through my door both times same delivery person and on this time he nearly ran over a ten year old boy speeding round the corner and then launched the package through my door which it hit the side of my sofa with a loud bang when it bounced of the side of the sofa and hit the tiled concrete floor he did not care what was in the box nor did he care about speeding off what he does not expect is I have his number plate and I complained to amazon and they have 24 hours left to ring me if they don't since they didn't the last time this time police get involved

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