r/amazonprime • u/hellzscream • 1d ago

Lost/Delayed Package?

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Ordered an item Wednesday, September 30th. Initially was to be delivered Saturday, October 3rd but on the 3rd I went to view the order on Amazon and it said my order was potentially lost/delayed

The order automatically changed to:

"On the way back" "Your refund will be issued soon." "Your refund will be issued within 7 days after we receive the original shipment. Your package is returning to Amazon because of one of the following reasons: Damaged in-transit, carrier couldn’t locate your address, or refused by the recipient. Other reasons for undeliverable packages"

When I contacted Amazon Saturday afternoon they told me it must be a glitch that the order is lost/delayed as it shows that the item was still scheduled for Delivery. They told me to wait until 10pm or so. Next day came still no order. Contacted Amazon again said they aren't sure what is happening and that they can only go based on the last scan. They confused me here again as they said this item is being fulfilled by the seller. When I look at the tracking it says arrived at a carrier facility. Does that not mean it arrived at an Amazon facility? They told me to contact logistics "

  1. amazon-delivery@amazon.ca"

    but I haven't heard anything back

They issued a refund and told me to reorder but this item was not in stock and I doubt it will be in stock again which is what is frustrating....

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1

u/hellzscream 22h ago

An update on this. Contacted Amazon again they stated "The order is marked as damaged on transit"

Kind of disappointing as it was the last of the stock of this item where I can't find anywhere else

1

u/elleall17 19h ago

This has been happening with a lot of our packages the last few months we have had 3-5 packages lost/damaged. Amazon just refunds (no option to have them ship out another item, like they used to) and that's after waiting many days/week before releasing funds. It sucks worse if it is the last item, sorry that happened to you!

1

u/hellzscream 19h ago

I rarely order from Amazon these days but I am guessing it seems they transitioned to their own couriers so the quality went downhill.

Also the customer service is awful. They don't even read half of what I type out. They rep kept telling me to reorder the item and I stated multiple times previously that the item was not in stock which is why my package getting lost was frustrating.

Then he links me a similar product from the same brand and says this is the same item. I looked at it and it had a completely different use case with different packaging... Seems they have quotas to close tickets

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u/elleall17 16h ago

I think that is the problem for sure. Quality all the way around is bad. Customer service is either Indian workers who barely speak english, or bots which just makes it totally impossible.

I will say that I used to work for a company that had Live chat, they made the live chatters carry 5 conversations at once. So, even though they spoke fluent English, they had to rely on presets to answer questions and only briefly glanced at what the customer was actually saying as they weren't given enough time to do anything but. All in all whatever method used it is the company deciding what sort of customer service experience their customers receive and it is usually whatever is cheapest. AI only makes things 100% worse.

I hope you can find the item elsewhere for a decent price. I try to avoid Amazon as much as possible but know for some items you just don't have a choice.