Amazon Prime may be investigated after late delivery complaints

Rafi Letzter/Tech Insider

  • Online retail giant Amazon may be investigated by the Advertising Standards Authority after Prime customers complained the one-day delivery time was not being met.
  • Amazon Prime customers, who pay for a premium next day delivery service, have also taken to social media to complain.
  • Amazon advises standard customers to order by Wednesday to receive their items before Christmas, but says Prime customers can order as late as Saturday.

LONDON – Online retail giant Amazon may be investigated by the Advertising Standards Authority (ASA) over complaints that premium delivery service Prime is failing to deliver purchases on time in the run-up to Christmas.

Customers using Amazon Prime, which promises “unlimited one-day delivery,” have contacted the ASA and taken to social media to complain that deliveries are not being made on time.

A spokesperson from the ASA said, “We have received a handful of complaints (five) about Amazon parcel deliveries and we are at the initial assessment stage. We have not yet made a decision on whether the complaints warrant an investigation.” If retailers fail to deliver goods within the time frame a customer has paid for, this could be regarded a breach of contract.

Amazon Prime’s express delivery service costs £7.99 per month after an initial 30-day free trial period. In order to receive purchases by Christmas, Amazon says the latest order date is Wednesday for standard customers but Saturday for Prime customers.

According to the site’s guidance, an order placed with Amazon’s one-day delivery service “will be dispatched with the intention that it’s delivered one day after dispatch.” Amazon advises customers to contact customer services if packages are not delivered on time.

In 2015, the ASA investigated Amazon after six people claimed advertising for Prime was misleading. It ruled in the customers’ favour, that an emailed advert for Prime did not make clear that a paid subscription to the service would automatically start unless cancelled during the free trial period.

An Amazon spokesperson said the ASA had confirmed to it there was no investigation at this time.

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