Amazon Prime - Repeatedly Shipping Nationally via Canada Post Expedited
For the 3rd time in two months, I've had a Prime order (either 1-day or 2-day guaranteed delivery) shipped Canada Post Expedited from ON to BC. Canada Post Expedited has a national delivery timeframe of up to 7 days. Typically between ON and BC, it's 3-5 business days from the date of shipment. Obviously, that's not going to meet a 2-day Prime shipping guarantee - let alone the 1-day! So the question is, why is this now a recurring issue for me? Has anyone else noticed this happening? And if so, for how long?
In the past, at least in my experience, my Prime orders have always been shipped Purolator (or via another courier) and met the delivery guarantee date. On rare occasions, there have been carrier delays - but obviously not something that Amazon can do anything about, so no biggie. But something has changed over at Amazon...
Is Amazon cheaping out and using Canada Post more often now for Prime orders, in order to avoid the couriers and cut costs (due to the increased popularity of Prime)? Or is there truly something wrong with their shipping system selecting the incorrect shipping method (perhaps due to recent system changes or changes in how they fulfill orders or warehouse selection)?
I contacted customer service via Chat and Phone to see what I could uncover. An hour later: nothing. First, the reps all blame the carrier for the "late" package. BS. Even after I explain to them that it's impossible for the package to reach me in 2 days with expedited parcel service with Canada Post, they still tell me to contact the carrier. How does calling the carrier help? Or they told me to call Amazon back on Monday. Why? What difference does a day make when the package has still not arrived within the 2-day guaranteed date?
These customer service agents are useless these days. Even a year ago I was able to get people who could communicate effectively, answer the question I asked (or at least admit they don't know the answer to it - which is totally fine). They were helpful! They were apologetic! They were generous (refunds, larger credits to your account). Today, questions are ignored! Chats are ended prematurely even when the communication is professional and pleasant! Fingers are pointed and no responsibility is taken for Amazon's mistakes! A measly $5 credit or month of Prime is offered to make you go away.
So my quest today was to get some answers about shipping method selection. An answer that nobody had - even a chat Manager and an over-the-phone supervisor. The best I could do is have the chat manager internally send these questions to the shipping dept via email, and they'll email me back:
1. Expedited shipping with Canada Post Nationally can take up to 7 business days. The service delivery standard with Canada Post for Expedited from ON to BC is 3-5 business days. Clearly this does not meet the 2-day guarantee you promise. So why is the Canada Post Expedited method repeatedly selected to ship my Prime orders from ON to BC?
2. How does the shipping selection work in the warehouse? Does staff manually decide the shipping method - or is it an algorithm the home delivery system uses (with the product, warehouse, shipping address, and guaranteed delivery time all used as criteria)?
3. Who takes responsibility when the wrong shipping method is used? The Customer Service staff have no information and no control over what shipping method is selected. The shipping department cannot be contacted by customers directly, so there cannot be any discussion about the wrong shipping method repeatedly being used. Is there someone I can speak with about improving your shipping method selection - to ensure as a Prime member, my future Prime 1-2 day guaranteed shipments from ON to me in BC will be shipped CP Priority or via Courier?
Yeah, it's probably a waste of time, but it will at least be entertaining to see what their response is...