Amazon Prime Getting Stingy?

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kjvmartin
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Amazon Prime Getting Stingy?

Post by kjvmartin »

Anyone else experiencing some trouble from Amazon?

I'm used to the occasional late package, but I'm also used to a quick chat with a rep who gives me a free month of Amazon Prime benefits for my trouble.

I ordered an in stock, Prime, computer accessory for $14.99 on 11/28. It did not ship until 11/30 via USPS and it returned to the shipper the same day and now says it has been forwarded to a new address. The tracking is bizarre. It's 12/3 and still not even in my state per tracking. Last night, I contacted Amazon. Their advice was to wait until 12/6 and then call back, as it was considered late but not "lost" until then. No ownership of the problem, compensation, or other solutions were offered. I had to argue in the chat for about an hour until she finally caved and offered me a $5 credit. This is not as generous as the last few times this has happened where my Prime benefits were extended 1 month.

Is this an isolated incident or have others noticed similar situations? I'm considering dropping Prime altogether.

kjvm
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Tycoon
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Re: Amazon Prime Getting Stingy?

Post by Tycoon »

Yes, I noticed a few years ago. I can't remember when I last bought from Amazon.
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thegoogly
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Re: Amazon Prime Getting Stingy?

Post by thegoogly »

I had the same issue on 3 orders recently. Went ahead and cancelled prime. You are totally right about zero ownership by the reps on theses issues.
TravelGeek
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Re: Amazon Prime Getting Stingy?

Post by TravelGeek »

Most of my Prime packages arrive on time. Recently I ordered a new (cheap, maybe $8) case for my new cell phone. I actually wanted that quickly because I wanted the protection for my new phone. Amazon chose to combine it with a subscription order (coffee) and ship it via my least preferred carrier (OnTrac). It didn't arrive as scheduled and after two days of waiting I submitted an online complaint about the missing delivery. The Amazon guy immediately declared the shipment "lost" and refunded the smartphone case. But he didn't seem to notice the rest of the shipment hadn't arrived either. Long story short, the box arrive during the next day and I basically got the case for free.
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prudent
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Re: Amazon Prime Getting Stingy?

Post by prudent »

Topic moved to Personal Consumer Issues.
jane1
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Re: Amazon Prime Getting Stingy?

Post by jane1 »

I ordered somethings from Amazon on 26th (1 week ago) that has not yet been shipped (says preparing for shipment for several days now). It is supposed to arrive Dec 1-6. I am not a Prime member. At this stage I am not confident if it will arrive by 6th.
I also ordered from multiple other stores even after the 26th. They shipped/arrived soon after. Target orders arrived much ahead of schedule!
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Re: Amazon Prime Getting Stingy?

Post by jebmke »

We don't order a lot. Their pricing isn't anything special and we don't buy much "stuff" to begin with. Most orders arrive in one day -- but we live about 1.5 hours from a major Amazon distribution center. I suspect a lot depends on what you order and where you live.
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heartwood
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Re: Amazon Prime Getting Stingy?

Post by heartwood »

kjvmartin wrote: It did not ship until 11/30 via USPS and it returned to the shipper the same day and now says it has been forwarded to a new address. The tracking is bizarre. It's 12/3 and still not even in my state per tracking.

Is this an isolated incident or have others noticed similar situations? I'm considering dropping Prime altogether.

kjvm
It may not be entirely Amazon at fault. I think its also a USPS problem. We've had two items shipped to our home that were flagged as "incorrect address" in the logs, then sent on a round robin tour of several NE states before being returned to the shipper a week later. They reshipped to us and we received them just fine. We spoke to our postmaster. He sent us the tracking on the packages a few days later, confirmed it was the right address and had no explanation of what happened.

I agree it ain't what it used to be. But do most online sites that ship do any better? We've ordered from Bed Bath Beyond recently on Monday. Online delivery was estimated as Friday. Didn't ship via Fedex until Friday; now estimated for Tuesday.
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roflwaffle
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Re: Amazon Prime Getting Stingy?

Post by roflwaffle »

We've had similar issues with Amazon shipments through UPS. My guess is that there simply isn't enough capacity and/or experienced employees for everything to operate as smoothly as it did in the past. My wife and I have noticed the same thing at a local McDs (all new employees), which is to be expected assuming we're more or less at full employment.
MindBogler
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Re: Amazon Prime Getting Stingy?

Post by MindBogler »

I notice that sometimes prime shipments start to be delayed. As in they still appear to ship in 2 days once tracking is received, but they take 1-2 days to actually ship. I suspect shenanigans on the back end, as in they ship the packages via cheaper freight to a destination and then use 2 day shipping from there. I've noticed this happening way too often for it to be a one-off occurrence.
beezquimby
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Re: Amazon Prime Getting Stingy?

Post by beezquimby »

I agree it's a USPS issue. Amazon has never failed to please me, the customer service is the best.
Spending a hour of time "fishing" for a free month of prime doesn't seem worth it.
mwm158
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Re: Amazon Prime Getting Stingy?

Post by mwm158 »

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steadyeddy
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Re: Amazon Prime Getting Stingy?

Post by steadyeddy »

I haven't yet had issues with delayed prime shipments, but I do remember when Amazon began putting non-prime fulfillment at the back of the line several years ago. What used to take three days to receive began taking three weeks because Amazon would not pack it until two weeks after the order was placed, and Amazon customer would only say that ground shipping was not time guaranteed and I should choose two day shipping if I wanted it sooner.

The worst part is that their game worked and I signed up for prime to avoid the hassle. Between shipping and streaming shows, I've never regretted it. Prime Now offering free liquor delivery is just icing on the cake. :beer
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runner9
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Re: Amazon Prime Getting Stingy?

Post by runner9 »

Last week or so I've had items listed as taking longer than the usual 2 days with shipping the same or next day.

For instance, last 3 items:
ordered November 30, shipped Dec 2, arriving Dec 5.
ordered December 1, shipping soon, arriving Dec 6.
ordered December 1, shipped Dec 2, arriving Dec 4.

I spent about 5 minutes last night trying to find the cheapest item that would ship with Prime as a weird experiment and to get them to spend for postage on a cheap item by itself. Ended up with this for 49 cents and my son will enjoy it, but why it takes 1-3 months to ship is beyond me. Currently says will arrive January 25-February 10. https://www.amazon.com/gp/product/0394894812/
BlueCable
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Re: Amazon Prime Getting Stingy?

Post by BlueCable »

I've been a Prime customer for around 3 years. I purchase several items a month.

I'd have to check to be certain, but I think 90%+ of orders have arrived within 2 days. The rest all were delayed 1 day.

There have been several times were the estimated arrival was late, but the item ended up being deliver on the correct day.
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Re: Amazon Prime Getting Stingy?

Post by athan »

I think one of the major air carrier companies is having an issue with pilots on strike. Saw something about it last week. This could be a reason for recent delays.
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Toons
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Re: Amazon Prime Getting Stingy?

Post by Toons »

No problems whatsoever since I started purchasing around 2000.
No plans to relinquish Prime :happy
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Nate79
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Re: Amazon Prime Getting Stingy?

Post by Nate79 »

We have been a prime member for years and their have been almost 100% on time as expected. Spectacular service, prices have always been great without needing to shop around, etc. Absolutely love Amazon and they get all my online business.
Nova1967
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Re: Amazon Prime Getting Stingy?

Post by Nova1967 »

If it's a low cost item like $15 computer accessories you might be better off going to the store and purchasing it, I don't believe the savings are that much plus why wait a few days or a week when you can get the product instantly.
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CaliJim
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Re: Amazon Prime Getting Stingy?

Post by CaliJim »

I have noticed erratic slow shipping too.

I ordered 2 boxes on Monday the 28th.
It did not leave Amazon warehouse until the 30th.
I expected them the 30th!
I received one on Thursday the 1st.
This second box sat UPS Phoenix warehouse for 2 and a half days.
The second box has still not arrived has not arrived yet as of Saturday the 3rd.
I too called yesterday and got the extra month of Prime for my trouble

Last weeks order came quickly
The week before that, an order was 2 days late.

The rep said "I can't speculate on what the problem is."

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littlebird
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Re: Amazon Prime Getting Stingy?

Post by littlebird »

I don't find them stingy at all. Of course, it never crossed my mind to expect a free month of Prime if something goes awry.

Generally as soon as I tap the return link and start to type in in the problem, they offer me a pre-paid return or another shipment if a sufficient number of days have elapsed. I consider that excellent service.

I have been, in the recent past, a 370 order a year customer, with possibly 3 returns a year.
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The529guy
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Re: Amazon Prime Getting Stingy?

Post by The529guy »

I'm a Prime member and I love the chat support.

Never wait for them to offer you compensation for a problem. Tell them what you want. We received a ~$60 children's item that was scratched up. Shipping package was ok, product package was torn. We didn't want to return it, but didn't want to pay full price was a damaged item.

I asked for a 40% refund, expecting maybe a 20-30% counteroffer from the chat guy. He got my 40% request approved.
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JamesSFO
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Re: Amazon Prime Getting Stingy?

Post by JamesSFO »

I've found they are often 1 day even on things where I pay for value shipping (SF Bay Area); however, I also have found they are tetchier/stingier if things go wrong. So for example I had something show delivered that didn't show up for another 2 days (thanks postal service for nothing) and Amazon did nothing whereas ~5 years ago another item would have been en route already.

Similarly, I had an Amazon Basics extra battery pack go bad and while they sent the new one they were a pain about the return of the old one.

So my general sense is: yes somewhat stingier BUT also more efficient shipping machine in general.
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kjvmartin
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Re: Amazon Prime Getting Stingy?

Post by kjvmartin »

beezquimby wrote:I agree it's a USPS issue. Amazon has never failed to please me, the customer service is the best.
Spending a hour of time "fishing" for a free month of prime doesn't seem worth it.
OP here -

The difference is when prior incidents occurred, I would open a chat and they would offer me either a free month of Prime OR a free month + $5 Amazon.com credit. This time, the package is what I'd call egregiously late by the time I even followed up. I usually give them some cushion before I seek a remedy. They not only offered no remedy, but also they suggested that I contact the United States Postal service and inquire about my package. So, in addition to spending a great deal of time in contact with Amazon, they expected their paying customer to contact their shipping vendor of choice to try and rectify their issues.

I have 95 orders in the past 6 months. 3 times, things were late to the point where I had to contact them and I was given a month of prime. This is the 4th time and I was fought tooth & nail about it and they were extremely reluctant to help at all. Each time these items had issues was due to some sort of hybrid or USPS shipping method. I have gone so far as to upgrade to a premium UPS account, which automatically upgrades all SurePost packages to standard ground. This, I thought, would alleviate these issues, but it did not. Amazon has switched to USPS for the entire journey of some packages, and it seems USPS is not equipped to handle the increased business.

kjvm
stoptothink
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Re: Amazon Prime Getting Stingy?

Post by stoptothink »

I've chimed in with our experience on pretty much every Prime thread. We have never received a single package within 2 days. In fact, we did a ton of Christmas shopping on Black Friday, several of the supposed 2-day shipping items we still have not received 8 days later. Seems like Prime shipping to us is usually 4-6 business days. It's pretty frustrating, but I am almost certain it has more to do with our terrible post office than Amazon. With a combination of the 5% back Prime card, ebates, and camelcamelcamel, it is next to impossible to match the overall cost on most of the items we are buying so I deal with it.

I really loath dealing with anybody's customer service, but it is to the point where I'll probably hit up their chat to ask what they'll do next time we receive something egregiously late...which should be today.
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Re: Amazon Prime Getting Stingy?

Post by Barefootgirl »

I recently had a problem with a return that did not receive the proper credit amount.

After twice trying to explain the issue, I got an email "sorry, we cannot help you any further"....which I translate as an inability or unwillingness to solve the problem.

The chat feature works more favorably as I believe the English language skills there are more advanced which enhances communication.
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happyisland
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Re: Amazon Prime Getting Stingy?

Post by happyisland »

One issue is that Amazon has started moving into delivery service too, and they are NOT good at it. If I have something arrive late it is invariably due to Amazon's own logistics messing it up.
So yes, I guess I kind of agree with the OP that Amazon is slipping a bit.
student5
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Re: Amazon Prime Getting Stingy?

Post by student5 »

I've been a Prime member for several years. They are getting stingier with compensation for late delivery. You have to ask for it and it's often reduced to $5 instead of $10 as before. Telephone conversations with customer service have been very civilized however. Don't forget that you can write directlty to the CEO, Jeff Bezos if an occurrence is truly egregious. I suspect that he likes to keep an eye on these sort of things.
sambb
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Re: Amazon Prime Getting Stingy?

Post by sambb »

rarely if ever have a problem with prime. quick service and great timing. no wonder it is so popular. i wish vanguard had as good service in their IT
cholan
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Re: Amazon Prime Getting Stingy?

Post by cholan »

I have been buying things from Amazon from it's garage days. They have been and are still very good. I have probably contacted them about half a dozen times over all these years. I agree returns can be a problem, but that is an online store issue. My experience has been very positive.
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Broken Man 1999
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Re: Amazon Prime Getting Stingy?

Post by Broken Man 1999 »

Lately I have traded my Prime delivery for credits for Amazon Video and such.

If I don't trade my Prime delivery, I receive my goods rapidly as I am within 30 miles of two Amazon fulfillment centers.

So, other than receiving the wrong pond pump last week (rapidly replaced with no hassle) I continue to have good service.

Still, I doubt I will be ordering anything for Christmas after December 10 or so. USPS, UPS and FedEx are all making multiple stops in our neighborhood, so it seems no carrier is letting things back up, they are sacrificing efficiency for better service.

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Re: Amazon Prime Getting Stingy?

Post by LadyGeek »

I removed an off-topic post and several replies. As a reminder, see: General Etiquette
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Ninnie
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Re: Amazon Prime Getting Stingy?

Post by Ninnie »

As long as Amazon continues to use USPS for last mile delivery, we will not re-join Prime and we use Amazon sparingly. Just today, a package that our post office has absconded with was marked as "delivered" by them. Now I have to go chasing after it. Never had any problems when it was UPS delivery.
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blaugranamd
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Re: Amazon Prime Getting Stingy?

Post by blaugranamd »

Yes. Amazon is clearly working to shift Prime from the free shipping it started out as towards a media service. Half the items on Amazon aren't Prime Eligible, some of those that are aren't eligible for 2 day shipping, "2-day" shipping often seems to mean 3-4 day shipping. Getting a bit disappointing. But at least prime music and prime video are slick.
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Re: Amazon Prime Getting Stingy?

Post by Mudpuppy »

If it ships from the local warehouse, I've received the items within 2 days most of the time, including Sunday delivery of some Black Friday gift purchases. This is with USPS doing the end-point delivery. I've had a few items delayed an extra day with USPS, but that was the previous carrier.

My only recent issue with a Prime item was a third-party fulfilled by Amazon order of a food product. The third-party vendor used a marker to alter the expiration date on the outside of the package. The date on the inside of the package was six months prior to Amazon shipping the item, but the altered date was in the future. Now, Amazon probably should have rejected the product with the altered date, but the third party seller was the one doing the alteration. Amazon refunded the purchase price immediately after being notified of the issue.

And for those wondering about the "ships in 1 month" or such messages, that means the warehouse doesn't currently have the item but expects to receive the item in that time frame. This might pan out, or you might get a later email saying the purchase is delayed (Amazon is being told they'll get it date x instead of date y) or canceled (Amazon's supplier can't restock the item).
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siamond
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Re: Amazon Prime Getting Stingy?

Post by siamond »

They operate on really thin margins. Which is all the better for our pockets. It's a bit like the Vanguard Web site, can't expect it to be super-glitzy while expecting their ERs to be as low as possible. So I would never expect a free month offer or something like that. I wouldn't want them to even think about it.

We have been an Amazon Prime customer for years. We order multiple items every month. I can't even remember the last time we had a glitch. There has to be extraordinary feats of logistics to make it work that well. Personally, I find it very impressive.
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Doom&Gloom
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Re: Amazon Prime Getting Stingy?

Post by Doom&Gloom »

I can't recall the last issue I've had with Prime shipping other than 2-day delivery routinely taking 3 days (undoubtedly due to my not so conveniently reached location.) That was a little disappointing at first, but really no big deal. Prime's service and value will have to decline dramatically for me not to renew.
bhtomj
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Re: Amazon Prime Getting Stingy?

Post by bhtomj »

Yesterday we experienced nearly the exact same issue as the OP. The shipper was USPS and the tracking info was not consistent with Amazon. Even the Amazon support associate could not figure it out after she put us on hold twice. They ask we give them until Monday to figure it out which was not an issue with us.
The package showed up this afternoon. :D
denovo
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Re: Amazon Prime Getting Stingy?

Post by denovo »

I think this may be regional/local depending on the capacity of the delivery networks and what warehouses are nearby. But yes Amazon Prime is getting stingier. The whole selling point with Prime originally was that you didn't need to get up to X dollars to get free shipping, but a lot of items are add-on items which won't ship on its own.
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Wolkenspiel
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Re: Amazon Prime Getting Stingy?

Post by Wolkenspiel »

I apparently placed 59 orders with Amazon this year. I recall one instance where the original shipment didn't make it and Amazon sent a replacement, which arrived a week after the originally promised date. It didn't occur to me to ask for any additional compensation... Overall, still very satisfied.
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Re: Amazon Prime Getting Stingy?

Post by Ervin »

If you don't like Amazon Prime, try the Walmart program for a month (I did). You'll get a whole new appreciation for Amazon. A+ in my book, despite the occasional USPS late delivery. Last year I lived in a rural area, and they used mostly UPS.

I also tend to use no-rush shipping for most of my orders. I guess I make back about $30+/year.
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Rupert
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Re: Amazon Prime Getting Stingy?

Post by Rupert »

Ninnie wrote:As long as Amazon continues to use USPS for last mile delivery, we will not re-join Prime and we use Amazon sparingly. Just today, a package that our post office has absconded with was marked as "delivered" by them. Now I have to go chasing after it. Never had any problems when it was UPS delivery.

I've discovered that my local USPS marks items as "delivered" when they've reached my local post office branch, as opposed to my house. Countless times I've had to track down a "delivered" package at the post office. It's infuriating.
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Re: Amazon Prime Getting Stingy?

Post by danaht »

I agree that Amazon Prime service is not as good as it used to be. However, Amazon has added a lot of features to make up for this. Features like same day delivery, and weekend delivery for items over $35 are just amazing. Having said that - I don't always automatically renew my Prime membership since Amazon raised the price to $99. I now let my membership expire - and purchase the membership when Amazon offers a sale (a discount on Prime membership "for new members" has happened twice this year that I know of).
stoptothink
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Re: Amazon Prime Getting Stingy?

Post by stoptothink »

Rupert wrote:
Ninnie wrote:As long as Amazon continues to use USPS for last mile delivery, we will not re-join Prime and we use Amazon sparingly. Just today, a package that our post office has absconded with was marked as "delivered" by them. Now I have to go chasing after it. Never had any problems when it was UPS delivery.

I've discovered that my local USPS marks items as "delivered" when they've reached my local post office branch, as opposed to my house. Countless times I've had to track down a "delivered" package at the post office. It's infuriating.
As does ours. There has got to be some legal recourse for this.
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blaugranamd
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Re: Amazon Prime Getting Stingy?

Post by blaugranamd »

They have also started to offer more deals for Prime+Alexa members, which I think is getting stingy too.
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pindevil
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Re: Amazon Prime Getting Stingy?

Post by pindevil »

I'd say we are heavy users of prime (5-10 orders per week). We've had only two real issues this past year and both occasions the item was sold by a third party. If given the choice, always select sold by Amazon and fulfilled by Amazon.

We love prime!
arsenalfan
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Re: Amazon Prime Getting Stingy?

Post by arsenalfan »

Love Prime, get on average 1-2 packages per week.
Can't beat it for lightbulbs, misc things for the home/car/work that otherwise would be more $$ at Home Depot/etc. Nevermind convenience factor.
Have had delivery problems:
1. 50" TV shipped to urban rental property went MIA x 24 hrs - they were going to ship another for free, but it turned up (UPS error)
2. Kid toy - shipped from China, ended up in different state after waiting 3 weeks. I ordered another that was at fulfillment center and got next day. Took 2-4 weeks for refund since they had to go through their 3rd party vendor refund protocol.
3. Once a year we get Broken stuff - they ship replacements no problem and no cost.

#2 was annoying, I no longer purchase items from 3rd party Amazon vendors.

Other than that, two thumbs up for Prime
killjoy2012
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Re: Amazon Prime Getting Stingy?

Post by killjoy2012 »

Not sure about stingy, but their package delivery on-time metrics are falling off in my book. I'm a Prime member and I paid an extra $20 on top of Prime for 1 day delivery of an auto part I needed. Since it was not delivered on the day promised, a Friday, I lost the entire weekend to use that item (car repair). I could not source the item locally. I called and they credited me for the 1 day shipping charges plus extended my Prime membership a month, and while that's appreciated, it doesn't make up for my schedule inconveniences... and I'm starting to no longer trust their promises and follow thru.
island
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Re: Amazon Prime Getting Stingy?

Post by island »

jane1 wrote:I ordered somethings from Amazon on 26th (1 week ago) that has not yet been shipped (says preparing for shipment for several days now). It is supposed to arrive Dec 1-6. I am not a Prime member. At this stage I am not confident if it will arrive by 6th.
I also ordered from multiple other stores even after the 26th. They shipped/arrived soon after. Target orders arrived much ahead of schedule!
Same here.
3 orders from Amazon placed 12/27 within the same hour. Mostly books, all in stock, ordered on 3 family member accounts to take advantage of a book discount special and all qualified for free shipping. One was processed lickety-split and recieved within a couple of days, faster than expected because not Prime, and the other 2 still say preparing for shipment. Why still preparing? Granted I didn't pay Prime and technically not late, but at this point I doubt they'll arrive within the time window given.

Ordered products from 4 other vendors 12/28, Cyber Monday, and 2 arrived a few days ago and other 2 due tomorrow. All with standard free shipping.

Makes me wonder if Amazon randomly sits on orders to encourage people to spring for Prime.

Regarding UPS. Our packages were left at the front door as usual and so far someone was home for all deliveries, but not once did the delivery person even bother to ring the doorbell! Including when packages were left after dark and lights on inside. We just randomly checked the door.
Is that typical these days or is our carrier just super lazy? Seems pretty lax these days when people think nothing of stealing packages and mail.
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Dogbreath650
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Re: Amazon Prime Getting Stingy?

Post by Dogbreath650 »

siamond wrote:They operate on really thin margins. Which is all the better for our pockets. It's a bit like the Vanguard Web site, can't expect it to be super-glitzy while expecting their ERs to be as low as possible. So I would never expect a free month offer or something like that. I wouldn't want them to even think about it.

We have been an Amazon Prime customer for years. We order multiple items every month. I can't even remember the last time we had a glitch. There has to be extraordinary feats of logistics to make it work that well. Personally, I find it very impressive.

My thoughts and experience also, I think they do a fine job. Also, they seem to do a fairly good job of securing account info so far. This gives me some peace of mind as opposed to shopping with other retailers that I don't have experience with.
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