Amazon investigated by advertising watchdog

Amazon is being investigated by the advertising watchdog over complaints it is failing to deliver on time in the run-up to Christmas.

Customers say they have been “duped” into signing up to its premium service in order to get their presents before the 25th.

Amazon Prime, which costs £79 a year, promises delivery within two days, but many customers have found this target is not met, with some packages taking twice as long to arrive.

The Advertising Standards Authority has opened an investigation into Amazon, which ships 140 million items each year in the UK.

It says the complaints relate to the firm’s delivery service failing to meet the dates it has given customers.

Alison Dodds, from north London, said: “I joined Prime so I could get next day delivery. I ordered a CD and a calendar on Wednesday and they still have not arrived.”

Linzi Mackie, from Salford, is still waiting for a parcel that was expected to arrive on Thursday.

“I received an email saying it would be another day or two. This isn’t good enough. This isn’t next day,” she said.

Chris Styles, from the West Midlands, ordered a Linkin Park album and a memorial plaque for his niece after her grandfather passed away and was expecting delivery within a day.

He said: “I spent all day on the phone with Amazon. My orders were due on Friday and were guaranteed for 8pm and have still not arrived. I pay about £80 a year for Prime and this is about the third or fourth time it has happened.”

Amazon’s help desk apologised, saying: “This is a busy time of year and due to high order volumes, estimated delivery dates can vary.”

Amazon, which recorded huge sales worth £1.4 billion in 2016, declined to comment on the delays or the ASA investigation and told customers to read delivery terms on its webpage.

Tom Parker, from Amazon, added: “As it says there we’d ask any customers with questions about their deliveries to contact us.”

The firm has been offering swifter delivery if customers sign up to its Amazon Prime service, which is free for the first month but incurs a monthly fee thereafter.

Dozens of disgruntled shoppers have also taken to social media to get answers from the company over its failure to delivery their products.

Karishma Visani‏ tweeted: "The whole point of amazon prime is for having the order the next day. Its now 3 days late...good job amazon. @AmazonHelp"

One Prime member from the West Midlands said: "Shop online is less stressful, NOT!!! - Amazon keep failing to deliver my packages - Prime member #AmazonUK

Do Amazon actually care about their customers? #AmazonUK #missing deliveries #falsePromises"

Tom Wayson‏ tweeted: @Amazon prime's "two day" shipping window has gotten to be such a joke. It's 12/12 - how is 12/20 possibly 2 days from now? Glad I didn't wait until the last minute."

One woman tweeted: "I love paying for prime and having my orders not be here in two days guaranteed. Who knew something I ordered last Friday morning may not be here until Thursday."

Jenna Hill said: @Amazon I'm so sick of this happening you really need to get a grip on your delivery service."

Jacobo Jimenez‏ said: @AmazonHelp order placed 11th Dec with Prime, next day delivery selected. So why is scheduled date 14th? As you can see it was dispatched Tuesday, so why am I receiving Thursday? I cannot cancel the Prime trial I was duped into agreeing to either."

The online giant says the last day for standard delivery before Christmas is Thursday and Saturday for Prime customers but admits it depends on the item and location.

Which? has the following advice for people affected: "If you paid for delivery by a certain date or time (eg by Christmas or next-day delivery) and the delivery arrives late, this is a breach of contract.

"If it was essential that your goods were delivered on time, you have the right to terminate the purchase and get a full refund."

@Amazon if you haven’t already ordered good luck. Ordered 3 items, 1 wrong, 1 lost, and one delivered overnight is 4 days late.

— Mark Dittman (@MCDCEO) December 16, 2017
Steve Nowottny, news and features editor at MoneySavingExpert.com, said: “Christmas is obviously a hugely busy time for online shopping, but companies like Amazon must be open, upfront and realistic about likely delivery dates.

"If an online retailer gives a delivery estimate at the start of the buying process, that shouldn’t then change when you get to the checkout.

“If you’re ordering online, make sure you’re clear from the outset how much delivery costs and when your items will arrive. And if you do take out an Amazon Prime trial simply to get faster pre-Christmas delivery and don’t want to keep the service, make sure you diarise now to cancel it before you’re charged.

“If you forget and are charged, it’s also worth noting you may be able to reclaim your money so long as you haven’t used Prime after the end of your free trial.”

Previously Amazon has come under fire from the ASA for “misleading” delivery charges and for automatically charging customers for its Prime service at the end of their free 30-day trial.