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Amazon under fire for breaking delivery promise

Robin Bowman

Robin Bowman
Dec 18, 2017

Amazon under fire for late deliveries

Online retail giant Amazon may face a probe over its delivery claims in the run up to Christmas. 

The advertising watchdog has received complaints from customers angry that the one-day delivery promised to Amazon Prime members has not been complied with. 

The Advertising Standards Authority says it has received a ‘handful of complaints’ and looking into whether or not Amazon may have breached its advertised promise on deliveries.

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It ships around 140 million items in the UK each year. Anyone who pays the yearly £79 or £7.99 to be a Prime member is promised next day delivery on many items, although not all products sold on the Amazon site come under the Prime promise.

Some customers have complained that Amazon has failed to meet its target delivery times and that they had therefore been ‘duped’ into signing up for the service so they could get presents delivered before Christmas. 

Amazon also promises that this Saturday, December 23 is the final day before Christmas that it can take deliveries that it can fulfil before Christmas day, three days later than this Wednesday offered to non-Prime shoppers. 

The BBC is reporting it has been swamped with customers complaining about late deliveries.

Gary from Farnham in Surrey, said: "Our Amazon Prime deliveries often miss their 'next day' target. We always make a point of complaining, and are generally given a 30-day extension to our annual subscription."

Craig from Carluke in South Lanarkshire, said his Prime orders were rarely delivered within a day: "They offer next-day delivery but it actually takes two days to come, which also isn't part of the agreement which I pay for. Not acceptable."

What if your delivery is missed?

Amazon says customers should contact its customer services if they don’t receive a parcel by the estimated delivery date.

But, generally, a company that misses its delivery date is in breach of contract.

Consumers have the right to cancel the purchase and have a full refund.  

The first step, though, is always to contact the seller direct and make a complaint and ask them to put the situation right.

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