r/AmazonUK

Looks like they found another way to punish sellers...

[...] Deliver reliably to Amazon Business customers during their operating hours

To ensure secure delivery and fewer delivery reattempts, we expect that you maintain a business hour delivery rate of 90% or higher starting September 30, 2026. This metric measures the percentage of FBM shipments delivered to Amazon Business customers within their hours of operation.

Yeah, right, like I have ANY say when courier - or rather driver - will be able to deliver...

And advice they give - "call your courier to discuss better delivery service"...

I ordered a six pack of shower gel during prime day and it was delivered today. The driver obviously dropped it outside my front door (and didn't bother to knock or ring the bell) and the box tore open and one of the gels leaked everywhere.

After cleaning up I thought I'd let customer service know so went to the order expecting an online chat but when I clicked that there was a problem Amazon offered an instant refund. No proof of any damage required, no chatting, no offering credit instead, no sending the order back. Just one button click and done.

I've found they've always been great about damaged deliveries but this was something else.

Has anyone else experienced this?

I wrote a post yesterday about how I received a refurbished laptop that smelt so strongly of toxic fumes that it made my whole house smell and hurt my eyes. The seller seems to be dishonest and aggressive, they initially said they'd 'made an account on their website' for me to return an item. I said I didn't want an account with them and asked if they could please provide a prepaid returns label. They sent about 3 messages insisting that the chemical smell is fine and have said that I'm just sensitive/it's my personal preference to protect themselves from 'faulty/not as described' claim.

When they eventually uploaded a label, it was a 'postage required' label with a wall of text about their own terms and conditions and lots of demands about how to package it. They also said that I can get a free DPD label but only if I go to their own website which presumably would stop me from being covered by Amazon's terms, it seems dodgy anyway.

All of this was out of order and violating Amazon's terms so I filed an A-Z claim, but frustratingly Amazon have told me to buy a label to return the item and that they'll apparent refund me and they've only given me 72 hours to do this before they said they'll close the case! The post office isn't even open with it being Sunday. I've spoken to the A-Z team by email and also I've spoken to 3 customer service agents over the phone. They don't seem to care that the laptop smells of fumes, that the seller is directing me off site and insist they can't force the seller to provide me with a label.

Can anyone help? I'm finding this extremely stressful, I just want the toxic laptop out of my house and my money back. I will never buy a high value item again on Amazon, I deliberately bought this on Amazon as their returns are usually straight forward.

1. If I buy a label, which delivery service should I use? I'm meant to attach a hazmat label to the box and I'm worried some carriers won't accept it, in fact the label the seller has attached says 'Do not ship by air, do not use postal operator' but the one Amazon provided doesn't say this. Will DPD and Royal Mail accept it?

2. If I use DPD, do I pay the £18 extra to cover the laptop? Google summary is telling me that apparently they don't cover laptops so that extra £18 is a waste of money?

3. Is there any way I can get someone to see my case at Amazon and see how the seller is violating their terms? The people I have spoken to so far have not been helpful.

Morning all,

Just wanted to see if anyone has had this happen to them before..

Ordered a TV on prime day. Was scheduled for delivery between 4-7pm yesterday, then 8-10pm. Got to about 9.50 and then I had a notification saying there’s been a delay and it will be delivered tomorrow (today.)

When I woke up this morning, the parcel has been ‘delivered’ and received by resident (me), despite there being no knock on the door and me being asleep. I checked downstairs out the front half expecting a sopping wet brand new TV, but nothing.

Amazon support have said that the driver most likely marked as delivered by mistake and the parcel will still be delivered today. I’m hoping that’s the case and it hasn’t been stolen, but was wondering if anyone else has experienced this? Stressing out slightly, as I don’t want the whole fiasco of trying to get my money back when it doesn’t come and having to reorder..

Thank you

I bought a refurbished laptop on Amazon and when I opened it, it had a very strong chemical smell. I left it to air for several days hoping the smell would go, but instead it intensified and made my whole house smell of toxic fumes. I requested a return, stating the strong chemical smell being the reason but the seller is being very difficult.

Firstly they sent me a weird 'legal notice' saying that they admit they use chemical products to clean their laptops but that it's apparently totally fine and normal and not a sign that the laptop is faulty. I replied saying that I would still like to return it as the smell is very strong. They replied saying fine you can return it, but sent me two messages saying 'they'd created an account for me on their website' so I can return it. I said I didn't want to return it on their website and politely requested a return label through Amazon.

They said that 'nobody had asked me to use an account on their website' seemingly denying their earlier messages, and said that I can return it and 'to follow Amazon's return process,' but when I click on the return on amazon it just has a Hazmat label, a return authorisation barcode and says 'the seller will provide a returns label' but there is still no returns label present.

The seller seems to be dishonest and aggressive, constantly reiterating that the toxic smell is totally fine and that 'they've never had anyone return a laptop for this reason before' trying to imply I'm some silly buyer making a fuss rather than just giving me a returns label as per Amazon's policy. It looks like they are trying to insist that the toxic smell isn't a fault to try to stop me from getting a refund.

What do you recommend I do? It's nearly approaching the 48 hour window of me requesting a label so I think I can file an A-Z guarantee after that time? Should I try to contact Amazon to request they look into it sooner? I need to get it out of my house as the fumes have been affecting my eyes and making my clothes smell.

Hi my account was deactivated due to below reason .

Can some one please assist me with proper solution to get my account back.i have called and mail multiple times to support team official mail but no luck .

We're contacting you because on one or more occasions you didn't select a reason code in the Amazon Flex app, about why you weren't able to deliver a package, after we previously notified you. When you're unable to deliver a package, it's important to select the accurate reason code in the app.

Failure to meet Service Standards is a violation of the Terms of Service. As a result, you’re no longer eligible to participate in the Amazon Flex program and won’t be able to sign in to the Amazon Flex app.

I’m due a delivery and would like to offer the driver an ice drink in a bottle so they can take it away.

I’m thinking of just putting a single use bottle of water (sealed / unused single 500ml from a multi pack) in the freezer and then giving them that so they can use it as a ice pack and then drink when it thaws out a bit.

Good idea or bad idea? Or are they simply not allowed to accept it?

I’ve been waiting all day for a delivery that was supposed to arrive between 2–4 pm. It’s a no‑show — not for the first time — so I figure I’ll call support and see if they can look into it. It’s boiling hot, and honestly I assumed the driver had decided it wasn’t happening today, but whatever.

The guy at the call centre tells me it’s still out for delivery and will be delivered. He even says he’s added an instruction noting that the customer is waiting for it. I’m thinking: great, it’s actually coming.

Literally two minutes later I get a “we attempted to deliver” message. One minute after that: “delivered to your secure space.”

I don’t have a secure space. What I do have are Eufy cameras that show no driver has been anywhere near my house.

So, being an entitled twat, this annoys me enough to call the call centre again. I explain everything to the next guy, and you know when you can tell someone isn’t listening? He just repeats “wait until Monday.” There was a whole bunch of additional bullshit from him too — zero interest, zero effort.

Look, I get that it’s hot. I get that maybe the driver said “screw it, I’m not doing this today.” But marking it as delivered? That’s just low. drawing in a whole investigation thing , and you know what , I even had a Magnum Ice cream in the freezer ready to give the driver when they arrived.

I also understand it can be an awful place to work, and the union mess going on right now stinks. But if your response is to screw over customers, then honestly… fuck you.

So I had an Amazon driver delivered a parcel yesterday. I was home all day, we have a doorbell, and my wife is often in the front room where she has her medicine.

There was no knock, no doorbell ring, nothing.

I checked Amazon at 10om wondering if there was an update on a parcel id been waiting for, then I found out it had been delivered. To my house. Sure enough there's a photo of my house, which has a front garden that's about 75cm from the main pathway.

By my front door, is a large plastic box, where Amazon and royal mail as well as anyone else drop parcels in if no one is home. But this driver, who made no effort to let us know he was there, just dumped the parcel on top of the bin and left.

But when I went outside... Nothing there. He delivered it at 2ish, so it had sat there for a long time, and clearly someone just decided to just grab it. Which has happened before. So I tried to report it to Amazon, except their new customer service options are somehow getting even worse.

My only option close to what happened is to choose "says delivered but it's not here". Now I want to talk to someone about the service, but instead it automated... But what's really annoying, is that despite my account being 20 years old, I've now been told that they don't have enough information on my account, and they will not review my issue until I upload a scan of my passport or driving license

I don't want to upload my either of them to Amazon, or a third party that they use. How can I talk to someone about what happened without dealing with this shit? I shouldn't need to be scanning sensitive information to who knows who because Amazon leave parcels out in the open in arms reach of people, because they're too lazy to knock a door

A few months ago, Amazon ran over my dog.
They delivered my parcel to the back door, via the back garden/gate & on leaving didn’t close the back gate properly. A matter of minutes later my dog got out of the house, ran out the garden onto the small road out the back of the house & was hit by the same delivery driver.
This was a horrible accident, but since it happened Amazon are basically taking no responsibility whatsoever. I know at the time of the accident I panicked, in hindsight I know there are other things I could have done to support my later complaint to amazon but i was so concerned about getting my dog seen to by a vet i didn’t take photos, videos, I didn’t get car registrations, i just got my dog to the vet. I am pretty sure I was having a panic attack as I drove him to the vets, I was in such a mess!

I’ve been back & forth between Amazon & ARC who deal with their complaints/property damage & they’ve basically said as i haven’t provided sufficient evidence they wont provide compensation or do an investigation, despite them saying earlier they would do this investigation. They’ve told me the case is closed.

I plan to write to my local MP & citizens advice but I am at a loss as to what to do. I’m still paying off the vet bills as had to pay these with my credit card as my insurance wouldn’t cover it (that’s another story which is also still ongoing!) I’ve also seen online you can contact Jeff Bezos direct by email, yes he might not read it, but his team might, but I don’t even though if thats even accurate!
Has anyone had anything similar where they have been able to escalate a complaint further & get some kind of positive response or is it a lost cause?

Hi,

Sent a return back today of an expensive item (£600) after it became faulty. Unfortunately the card used for the purchase is from an American Express account I closed some time ago.

I’ve tried to ask Amazon to amend where payment will go to but they refuse. Any advice on what to do/what happens?

Thanks

A few days ago, I joined Amazon prime and purchased a few Beyblade products in Amazon uk. As I would like to reduce the quantity, I tried to cancel the order and make another order. However, Amazon uk just put my account on hold and require me to provide additional documents to verify my identity. After I upload the photo of my credit, I got banned. There is no way for me to contact them in email and I am not able to call them as I don’t live in uk.
I tried different method to retrieve my account but it does not work. I thought Amazon was a company with good reputation, people could purchase anything sold by Amazon with no worry. I am not a frequent user and just got banned in 1 purchase. Even though they said if we don’t agree with their decision, we could contact them but they hide them very well. I think I am not able to get back my money for subscription to prime membership anymore, also my personal data as well

I always leave a note in the 'delivery instructions' to leave my parcels behind the bins and not to knock the door (I work nights, sleep in the day) and they STILL knock the door AND ring the doorbell and wake me up🙄

Anyone else have similar issues?