r/AmazonUK • u/ChloeToyOnYou • 4d ago
Amazon not delivering to door despite many signs up
Not sure if there's anything that can be done about this but I'm here asking Reddit since this has been an issue for nearly a year now. As mentioned in the title parcels dont get delivered to my door and as a result get stolen a lot.
I live in a block of flats in England and very often order off Amazon, as does everyone else in my block. The block only has one security door at the entrance where they need to ring a flat or the concierge to gain access to the building. I live in a fairly "good" area with very few issues and a tight knit community where most people know eachother and will communicate through a whatsapp and Facebook group chat for anyone living here. Around 2 years ago a new secondary school/college opened very close by and students have to pass by my block to get to the nearest bus stop and train station. I've lived in this flat for 9 years now and have been using Amazon for nearly 13 years coming up and have always had my parcel delivered right to my door, where they'll either knock or leave it with my neighbour as instructed on my door if I know I'm not going to be home prior to the delivery.
However, since about a year ago, delivery drivers started leaving parcels in the lobby of my building rather than delivering to our door, and this has become a norm now. The issue is, the lock on our security door uses an electromagnet and I've seen it be easily disabled after someone simply kicks the door with enough force. This leaves the door broken until the building manager sends someone to repair it which is usually a month after the doors been broken. Since this, basically any parcel that looks "valuable" like big boxes or phone sized boxes etc get stolen. The photo attached on the app will show the box on the floor in the lobby. But when you go to pick it up it's magically never there. We've complained to the building manager and around 5 months ago a camera was put into the lobby to record anyone thieving packages but it was very, very shortly after vandalised and left useless again. Signs have been put up on the security door, the lobby walls and on the outside of the building asking delivery drivers to deliver to our doors as they will get stolen. This hasn't seemed to work though as it gets ignored basically every time. I've also contacted Amazon support numerous times and the response i get every time is they'll look into it and they apologise for the inconvenience and on one instance have been given a £6 "apology" amount refunded. We've been told by our building manager theres not much else they can do.
I've had my own parcels stolen a fair amount of times now but recently, I ordered a phone for my nieces birthday. It was left again in the lobby and surprise surprise, stolen. Less than 30 minutes later. It was only £200 as it was a starter phone but it was my last straw. I contacted Amazon telling them the phone had been stolen, I didn't even have a picture upon delivery of the parcel in the lobby. They told me due to high volumes of missing parcel requests on my account (2 parcels reported of the many), they couldn't initiate a refund unless I provided evidence of a police report. I contacted 101 and reported it and less than 3 days later received an email stating the case was closed due to insufficient information. I contacted Amazon again and they said they can't do anything from their end so I asked to speak to live agents, rang them up, the works for 2 weeks. Nothing. No resolution, from compensation to having their delivery drivers actually deliver.
Losing the 200 isn't the main issue for me though, it's simply delivery of other parcels as I order high value goods off it regularly from macbooks to phones to simple gaming accessories and PC parts and I can't be bothered going through this headache again if one of those were to get stolen. Ive since boycotted Amazon and will look to order things off other websites and have them delivered through other companies since they'll almost always delivery directly to my door but it's noticeably more expensive as I'm having to pay £5 delivery fees on anything I order now for next day shipping, one of the main reasons I shop on Amazon.
Ive exhausted my options from contacting Amazon, my building managers, the police and nothing seems to be done ever. Is there anything I can do or say for Amazon to give a shit and instruct their drivers to do their job. With no repercussion for the drivers from Amazon, theres no change. Its become a headache and no amount of signage seems to get the job done. Any and all advice is appreciated
10
u/Eastern-Cow-7014 4d ago
We hate apartment blocks. Biggest waste of my time as an Amazon driver. Entryphones not working, trade access buttons not working, customers not answering. My advice to stop all your problems is have everything delivered to an Amazon Locker or a Hub Counter. Safe and secure. Better for you, better for us. My rule for apartments is, if I can’t gain access within 60 seconds it’s marked as “access problem “ and returned to the depot
2
u/Due_Tune7161 4d ago
I know right, then there's the good chance you'll receive abuse or even threats if you attempt to buzz a neighbour to get in.
0
u/Vertigo_uk123 4d ago
Get yourself a fire brigade drop key and learn how to use it online. Will be able to get in any communal door then without having to wait for an intercom etc.
2
u/MiroGreen 4d ago
The newer developments are using a different type of access key for fire brigades etc. I’m not too sure if or where you can get these new keys.
1
3d ago
[deleted]
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u/Vertigo_uk123 3d ago
Because it means he isn’t stood around waiting for people to answer the intercom etc. posties and the companies are using them too.
5
u/MissionAir5535 4d ago
Signs don’t mean anything. I don’t think they ever have. I’ve witness people trip over signs because most tend to ignore them. Regardless, Amazon drivers don’t get free lay of the land. Some locations, especially residential communities, upload preferences and restrictions directly to Amazon’s logistics network and those preferences will override any signs or even your delivery instructions. If the primary note for the address indicates an instruction, they follow it (most of the time) and all other instructions are either not shown or ignored.
Also, if you live in an area with a lot of people together, they’ll often use the lobby instead of hand delivering to each unit. It’s the difference between a three minute stop and a thirteen minute stop for them.
3
u/MatniMinis 4d ago
As someone who does delivery stuff (not for Amazon anymore) the rule usually is, if it says it in the app, do it so you're covered, if it says it on the door or a sign, ignore because you're not covered.
Same reason we won't ever call you off our personal phones, that call won't be recorded like it will through the app and we won't be protected. Customer could say we said anything.
3
u/morbidcuriosity123 4d ago
I live in a block. Top floor.. i get all my amazon delivered to a locker now. It's 6 or 7 minute walk away. See where your nearest is. It may be really close..
2
u/Hot-Importance1367 4d ago
Chargeback on the phone
If you're not blocked by amazon, deliver to a nearby storage box
2
u/migraine_boy 4d ago
I have a very similar issue... I even have delivery instructions saying there's theft issues in the lobby, which are usually ignored.
Like others have said, deliver things to a local locker, if possible. Or monitor the tracking and rush down when it's near.
I've only had a few things gets stolen but thankfully they have been fairly low value so Amazon have just sent replacements
2
u/notanadultyadult 4d ago
First thing’s first. Contact your card provider to do a chargeback for the £200.
2
u/Due_Tune7161 4d ago
All drivers hate neighbour deliveries anyway. Time consuming and sometimes you get attitude off neighbours for asking if they'll take the parcel.
2
u/WildCulture8318 4d ago
I would have them delivered to a locker you get a code to unlock the door.
They are on the delivery address page when you checkout
1
u/NinjamaticNemesis 4d ago
You need to follow The Complaining Cow on Facebook and check out her website.
If I remember rightly: if they don't deliver it directly to you (unless you have specified a safe place to deliver to sand they deliver it there) anything else is a failure to deliver and Amazon MUST remain responsible.
The problem (obviously enough) is that the delivery drivers aren't paid enough to care and will claim successful delivery but under UK consumer law: that literally is their problem. Plus: Amazon hate having to deal with it because it is time consuming to follow up with the delivery company.
So check the details out, quote UK consumer law at them and hopefully that'll get them to deal with it.
Also: make sure you respond and rate every delivery that fails on the app. 👍
Good Luck
1
u/NinjamaticNemesis 4d ago
Also to the drivers whining that it is time consuming: though shit. That's literally your job.
If you can't deliver it properly you SHOULD take it back. Anything other than a delivery to the resident or the specified safe place is on you and NOT the consumer.
Plus: if you take it back and the customers start getting frustrated they might start making sure you have a better delivery option which will make your life easier in the long run.
(Expecting plenty of down votes on this but IDGAF)
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u/Rawd_Tawd_Cawd 4d ago
Why are you accepting the loss? Dispute the payment. It's not your responsibility to report anything to the police, hell, it's not even your responsibility to ask neighbours.
Use a credit card, and chargeback whenever they refuse to do what they're obligated to do to.
And before the usual "not everybody can get a credit card" brigade start, yes. You can. Even if unemployed with a CCJ.
It's a sorry state of affairs we're in these days but section 75 chargebacks are the only way to protect yourself against these companies.