Amazon Keeps Delivering to the Wrong Address and Closes My Account Over Refunds

Lallegro on 27/01/2025 - 08:00
Last edited 30/01/2025 - 13:02 by 1 other user

I received an email from Amazon stating my account was closed for violating their returns/refund policy, which makes no sense. They’ve consistently delivered to the wrong address, with photos proving it (different locations each time). Now, I’m being blamed for filing a complaint to get my money back?

In my latest case, I circled the number (26) on the proof of delivery photo they provided, which clearly doesn’t match my address (19), as specified in the order. Despite this, [email protected] insisted the delivery was correct.

I’ve contacted customer service, and they all agreed it was not delivered correctly. Refunds were issued but later cancelled at least twice, presumably by [email protected]. This issue was reopened today, but I’m not hopeful it will be resolved. It’s clear this is a recurring issue with wrong-address deliveries.

My address isn’t difficult to find—other couriers like AU Post, DHL, and FedEx have no issues. I’m a 5-star eBay and Uber/UberEats customer, with very few delivery problems around 1-2 per year on average.

So, should I take this to the small claims tribunal? The purchase was made with a gift card, so no chargebacks are possible. I’m not interested in continuing to use Amazon, given the poor service. I shouldn’t need to file so many complaints, and I’m frustrated they keep blaming the customer while failing to correct their mistakes. They keep promising it won’t happen again, yet they repeat the same error of delivering to an address not specified on the parcel.

When Amazon first launched in Australia, I was impressed with the reliable service and Australia Post deliveries. However, the quality and delivery service have sharply declined. Last year, I made very few purchases, mostly for basic household items for convenience on subscription, and even those weren’t always good quality. Some dishwasher tablets made in Poland were poor, but I didn’t bother to return them.

I have no interest in using Amazon again, but I do believe I should be refunded for the incorrect delivery. While the amount is small (~$50), it’s still unreasonable.

################## Update 1:

Shortly after posting this, I received an e mail from Shipping and Delivery Support saying they are happy to refund as:

"Since the package is reported as delivered to a wrong address based on the photo, I do not want you to wait any longer for the item, and of course, I do not want you to look for the package or check where it could have been left, this isn't your fault."

However, I will wait and see what happens with this, as [email protected] seemed to have cancelled the refunds raised previously by the Amazon leadership team. This time it came from the Shipping and Delivery Support team, so it may get processed.

I have asked them to refund this to my debit card if they still want to close my account over their mistake/error. I will update this post in case it helps someone in the future.

################## Update 2:

I now got an e mail from [email protected] stating this:

Hello,

Thank you for taking the time to respond and share your feedback.

We contacted you so we could better understand the activity on your account, and learn how to improve your shopping experience. Your account remains active and available for your use.

The email you received on 25 January, 2025 was sent to you in error. You may disregard that email.

If you have any order- or account-related concerns, please contact our Customer Service team via the link below:

www.amazon.com.au/contact-us

Pretty ridiculous if you ask me, no apology for the wrong e mail sent, no follow up on the refund. At least now the account is not closed I should be able to get my refund without issues. I will update this post once I got the refund from them.

################## Update 3:

I have now received my refund by gift card (original payment method)

################## Two things that I learned:

First, never click "End Chat" when contacting Amazon unless your issue is fully resolved. If you do, they’ll consider it solved. You can close the window by clicking the X in the top right corner, but avoid clicking "End Chat." Second, don’t believe when an associate tells you that a supervisor will just give you the same information. Always ask to be transferred. While the supervisor might not fix the problem right away, they’ll escalate it to the right department to help get it resolved. These are the two last steps I took which I believe eventually resolved the issue.

Hopefully, this will help someone in the future if they have similar issues.

################## Update 4:

I ordered a book using my refund, and this time it was delivered to my address and the correct location. So I just got one last delivery scheduled for 18 February that was placed some time ago.

The minor gripe is that I had informed Amazon about the rain/wet weather and suggested they use some protection, as I’ve received water-damaged books in the past. Unfortunately, it seems they didn’t pay attention to that, but luckily the book arrived without any issues as I was notified immediately as soon as the drop was made.

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Comments

CyberMurning on 27/01/2025 - 08:16 Comment score below threshold.
- allegro on 27/01/2025 - 08:22
  
  +37
  
  There are numerous online reviews from others who have had the same experience.
  
  It seems there may be an issue with the local delivery person, but again, that’s not my responsibility.
- Rkel403 on 27/01/2025 - 09:40
  
  +9
  
  By that logic we should be seeing Gerry Harvey up for Australian of the year
- CodeXD on 27/01/2025 - 10:07
  
  +5
  
  if amazon is that bad, we wont be seeing their deal here and they wont make billions profit.
  
  Yes, only the good and just make billions of profit year on year /s
- Miami Mall Alien on 28/01/2025 - 15:21
  
  +2
  
  You seem to be confusing reality with a children's Disney movie.
  - FireRunner on 28/01/2025 - 20:37
    
    Been watching too much Dhar Mann
87percent on 27/01/2025 - 08:25 Comment score below threshold.
- allegro on 27/01/2025 - 08:32
  
  +9
  
  I wrote above… "The purchase was made with a gift card, so no chargebacks are possible."
  - Baysew on 27/01/2025 - 13:19
    
    +15
    
    I wrote above…
    
    They only read 87% of it.
    - IpGem on 29/01/2025 - 16:51
      
      Yet they missed the gift card part which is midway through at about 53.7%
AndyC1 on 27/01/2025 - 08:26

+7

Amazon drivers use an Amazon app that shows the address to be delivered to as I had a similar issue during covid and asked a driver what he uses to find the place as he called as the delivery notes said to only place the parcel at the front of the screen door and he could not find the screen dooor. The app showed the flat in the block behind me on a different street.

Also some drivers cannot read signs correctly and some do not read the instructions.

Good luck getting the money back.
- allegro on 27/01/2025 - 08:45
  
  +1
  
  During COVID I think they still used Australia Post so it was still reliable, but I did get a response for refund (updated post above) but still need to see how this plays out.
  - AndyC1 on 27/01/2025 - 11:35
    
    +1
    
    The drivers were flex drivers that kept stuffing up.
    - allegro on 27/01/2025 - 11:36
      
      During COVID, I think they used AU post for mine. Now it is all flex drivers yes.
      - AndyC1 on 27/01/2025 - 11:44
        
        +2
        
        @allegro: Flex drivers us the crappy Amazon app instead of google maps.
djones145 on 27/01/2025 - 09:08

+5

is there something weird about ur house number? 26 is pretty far and opposite of 19. is it an estate? townhouse where the houses are weirdly placed.

like if its was like 1a, 1b 1c maybe or a duplux
- allegro on 27/01/2025 - 09:14
  
  +1
  
  No, it has nothing to do with that, as I explained above, AU post, DHL, Fedex and even Aramex can find my property without issues. I also said I am a 5 star Uber/UberEat customer which means they can also find where I live easily.
  
  It was delivered to 26 on this occasion, but delivered to other places on other occasions, it is a clear case their contractor is not doing their job properly.
  - djones145 on 27/01/2025 - 09:42
    
    +7
    
    thats just weird. usually amazon are the best and couriers are the worst and just card you.
    - allegro on 27/01/2025 - 10:08
      
      +2
      
      Unfortunately, I don't view the shopping experience that way. To me, everything matters—from placing the order, to receiving the goods, to after-sales service.
    - gromit on 28/01/2025 - 19:15
      
      +1
      
      I wouldn't call it wierd at all. in the end just like most other delivery services they are just poorly paid contractors doing the job and that usually means a mix of incompetent to those that don't care. I had multiple deliveries from Amazon where the driver marked them as delivered yet hadn't even been near my house then after a few days I would get multiple at once of items that were supposedly already delivered. I complained to Amazon and they apologised and that behaviour soon after stopped, guessing he got a reaming or something.
- TightLikeThisx on 28/01/2025 - 20:10
  
  AFAIK Amazon deliver to GPS so if the pin for the address is wrong in their system the drivers will keep delivering to the pin not the actual address.
  
  Their drivers are clueless. I had to explain to one how the streets are numbered once. He didn't understand that odd and even numbers were on opposite sides of the street.
  
  You get good service when you live in an apartment block. They message on approach to tell you that someone will call you soon and then when they arrive they call you so if the apartment buzzers are broken or non existent it's a non issue.
prodrome on 27/01/2025 - 09:35

-8

Amazon is a crap company, selling crap at dubious prices. Just shop elsewhere.
- allegro on 27/01/2025 - 09:38
  
  +2
  
  I do agree, and no intention to shop with them once I got my money back.
  - IpGem on 29/01/2025 - 16:55
    
    Paid by GC you say? Presumably amazon GC? If so, where else you are supposed to use it?
- AustriaBargain on 27/01/2025 - 15:46
  
  +1
  
  Their real benefit was "free" overnight shipping. But that seems to not be a thing at the moment, at least for me in Adelaide.
  - allegro on 27/01/2025 - 16:01
    
    +3
    
    Living in Sydney, I’ve noticed that many businesses here offer overnight shipping as well. I bought a kettle last year, and it arrived in under 8 hours—plus, it was cheaper than on Amazon.
    
    I even got a gift with the purchase (which isn't available on Amazon), and I could communicate directly with the seller through their website. Everything went smoothly without any hassles. And why not support a good honest local business? Win-win all around!
    
    For those in regional areas, Amazon might still be okay since they outsource delivery to Australia Post. But recently, to speed up deliveries, Amazon seems to be relying on a variety of contractors without focusing on the quality of service.
    
    Honestly, I don’t need things that fast most of the time. I’d prefer accurate delivery over fast delivery which requires me to chase things up.
    - AustriaBargain on 27/01/2025 - 16:05
      
      I'm definitely not regional. Something is wrong with Amazon for me for the last month or so, a bit longer. Maybe their algorithm just doesn't favour me, when deciding who should get stuff quick when there's a big shortage of people to do the work, like what happens at xmas.
Sye on 27/01/2025 - 09:40

+21

This should be posted as a Targetted Deal "Free Amazon Parcels at number (26)"

/$
c2pv1ru5 on 27/01/2025 - 09:41

+3

Similar experience. And it was repeated over and over again. Once I used up my gift card balance, I will stop using Amazon.
JimmyF on 27/01/2025 - 10:49

+4

Whatever the issue is, it does seem like it is isolated to your address, something with your address that causes Amazon to have endless issues.

I use Amazon a bit, and no issues with them finding the house.

I did have one stupid driver leave a parcel in the middle of the driveway once and was like WTF!? But that was isolated issue.
- allegro on 27/01/2025 - 10:54
  
  -3
  
  It is not the address, as I said all other courier services like AU Post etc… have no issues whatsoever.
  
  It is the contractor they are using because I also get packages that were meant for someone else in the past.
  - JimmyF on 27/01/2025 - 11:24
    
    +2
    
    It is not the address
    
    No it is the address, as I said "something with your address that causes Amazon to have endless issues".
    
    It is the contractor they are using
    
    You know, every time it is a new contractor? These are Amazon Flex drivers, rarely the same one delivering to your address. So its the address and Amazon system that is the fault.
    
    As above, I get a lot of Amazon deliveries, one 1 issue so far. Not everyone is having the issues you are. Amazon deliveries millions of packages a week.
    - allegro on 27/01/2025 - 11:30
      
      -3
      
      That should be more accurately phrased as referring to Amazon's system recognising the correct address, rather than the actual address itself, which other companies have no issues delivering to correctly.
      - JimmyF on 27/01/2025 - 11:32
        
        @allegro:
        
        That should be more accurately phrased as referring to Amazon's system recognising the correct address, rather than the actual address itself, which other companies have no issues delivering to correctly.
        
        But I did, your reading skills are not my problem. I said something with your address that causes Amazon to have endless issues. I didn't make a blanket statement that your address was broken for everyone like you think.
        
        allegro on 27/01/2025 - 11:34
        
        @JimmyF: Which implies it is only my address. Anyway, no point in arguing about this, as this does not help to resolve the issue.
        
        JimmyF on 27/01/2025 - 12:10
        
        +5
        
        @allegro:
        
        Which implies it is only my address
        
        Yes, and directly says with Amazon.
        
        Anyway, no point in arguing about this
        
        Well you are, you are blaming the contractor. But it is a different one each time.
        
        As other parcels arrive, it would say it is your address with Amazon that is the issue.
        
        Speak to Amazon about correcting this.
        
        allegro on 28/01/2025 - 09:05
        
        @JimmyF: I did mention to Amazon this based on the comments from an ex-Amazon delivery guy in this post. However, it’s beyond ridiculous that customers have to point out errors in the delivery app used by the delivery person. It feels like the customer is expected to go far beyond what’s reasonable just to ensure the item is delivered correctly.
        
        I did notice that two of my deliveries from last year were handled correctly by the same person, as I have a video doorbell that automatically captures deliveries when there’s movement on my property. For the incorrect deliveries, I have no idea who did these.
freefall101 on 27/01/2025 - 10:55

+9

IMO these big companies don’t really care what is going wrong, they just look at the bottom line. And that is that your account is losing them money. To fix the address problem also costs them money, so they don’t bother.

Same with ubereats, no matter how legitimate the issues they’ll ban an account after too many refunds. It’s just cheaper that way.

It’s not fair, but that’s algorithm driven capitalism for you.
- allegro on 27/01/2025 - 10:59
  
  +6
  
  I don't really care about using Amazon at all, but I don't want to be worse financially because they didn't deliver correctly. I have told them they will need to refund this back as cash if they want to close my account because they didn't deliver to the correct address.
  
  If they want to refund it back as gift card (original payment) it is fine, but they must also keep my account open so I can use it.
  
  I have no issues with UberEats in general :D
  - freefall101 on 27/01/2025 - 12:59
    
    +5
    
    Totally agree with you, if I wasn't clear I was just replying to the bit where you said they were blaming you for the mistake.
    
    They don't care at all who is at fault. It's why drivers constantly get booted off delivery platforms, people get banned from using uber, amazon, etc, any of these logistics programs don't have a person who might have a bit of sympathy behind.
    
    No matter where the problem is, they'll boot you. They'll probably boot the driver too. There's an issue somewhere but it's cheaper to just ban you than actually solve it.
    - allegro on 27/01/2025 - 16:05
      
      Based on the latest development, they seem to have unblock me for now (see edit above). So I will see how that goes and when I will get my refund. Fingers crossed!
      - cloudy on 27/01/2025 - 19:13
        
        +1
        
        @allegro: Hopefully you can get a refund, if I were you I’d use my left over Amazon credit for something for someone you know or can give you cash back for the purchase and never use Amazon again.
        
        As others has said, your situation is too idiosyncratic for them to care about you and they don’t like refund you and losing money all the time.
        
        Unless you move house you’re only gonna continue to get trouble from them.
        
        allegro on 28/01/2025 - 09:44
        
        +1
        
        @cloudy: Yes, just got refunded, no intention to use them except for one last order to use up my gift card balance.
hasher22 on 27/01/2025 - 11:01

+15

I used to deliver for Amazon flex, maybe, just a theory, maybe it's an app issue. They use their own Amazon maps app for the drivers.

For example it won't let me deliver a package to number 20, even if the package is number 20 if the app state to go to number 18 (app mistake) cause the driver is not within meters of that address. The app will give an error I'm not at the address and can't complete the delivery. Hopefully that's changed now.

We can contact support on the spot and they can override and correct it.

But most likely the drivers don't use common sense and just go where the app tells them to go.

I know this doesn't help your situation but Amazon is just full of automations and bots unfortunately.

Even when I was working in Amazon, customer service for the drivers was questionable at times.
- allegro on 27/01/2025 - 11:04
  
  +1
  
  Thanks for the insight :D
  
  I certainly agree Amazon is full of automation because they never bothered to look at my case closely. I even went as far as circling the mistakes and they still insisted it was delivered to me correctly. And the wording is always the same, just copy and paste.
  - AndyC1 on 27/01/2025 - 11:37
    
    +1
    
    When complaining that they delivered wrong get one of the deliveries that was good that has a photo and then get the stupid support person to compare the two photos. I had to do this a few times and they quickly admitted the delivery was not me as the doors did not have a screen door or the photo was of a stair well.
    - allegro on 27/01/2025 - 11:45
      
      +1
      
      I think in this case it is really clear because my number is 19 and the photo taken had 26 on it. I can try to find another one but I doubt it will really make a difference.
      
      Speaking of which, I did find another photo which they did send it correctly (sort of), they sent one of the item correctly but the other item was not mine. I just sent this back to them as further evidence.
      - Yummy on 27/01/2025 - 12:22
        
        @allegro: Send to order to no.12, it will fix your problem.
      - Eeples on 29/01/2025 - 11:10
        
        @allegro: Did you go to 26 and try and pick up your package ?
- interlocal on 29/01/2025 - 12:45
  
  +2
  
  can confirm, happened to me twice as a flex driver -
  map shows destination at totally wrong property (once it was 3 houses down the road, other time it was adjacent street). If you try to mark package as delivered and take photo at the right address, you get a message that you are out of the area, and should call support (previously there was an option "no, I'm sure that's the right address", but they removed it).
  When I called support, first they asked me to check if someone's home at that wrong address (nobody was there), and then they just switched to some script, and basically told me that I'm stupid and cannot read addresses, and if app says that's the address, then just leave it there. After I've said that's ridiculous and customer would not be happy, they even started to threaten me with suspension.
  So in the end of the day I took a photo on a wrong porch, and then moved the package to the right address, knowing that it could affect my rating. Luckily, no one reported that package as missing.
  
  As a bottom line - if your house is misplaced in Amazon Flex map, then you out of luck - they incentivize drivers to leave packages at wrong address and make it very hard to do the right thing.
zombrex on 27/01/2025 - 11:20

+3

I recently had an experience where amazon delivered my package to the house across the street, was lucky my neighbour who I had never met before was honest. So it definetly does happen.
Since they have outsourced to random courier companies the delivery service is very undependable.
You get some great couriers who deliver to house and always knock while others just throw and leave packages in random and stupid locations. I had to stop buying chocolate and other heat perishable goods as they were leaving boxes in the middle of the concrete in the full sun. first time got a refund, second time did not even bother because don't want the trouble with CS.
RiseAndRuin on 27/01/2025 - 11:48

+1

Amazon deliveries can be made by many different companies and couriers, my last delivery last week was made by Auspost. I had similar issues for a couple of months last year, and it turned out to be whatever courier was making the deliveries. I just told Amazon cs the second time I had the issue, and added to the delivery instructions for the courier to call me. Never had another issue since.
- allegro on 27/01/2025 - 11:54
  
  +2
  
  Thanks, I think at this stage, the trust between me and Amazon is truly over, so I am more interested just to get the money back and move on :)
zuuutoootuuu on 28/01/2025 - 00:03

+2

The last 3 orders, all in the last month, Amazon have shipped me used or damaged products and are punishing me for it.

First were used dirty drinking glasses, Amazon customer support said to dispose of the items, refunded the cost but they marked it as item not delivered and next orders I made, I had to provide a pincode…

Second was a cooking pot, substandard quality, all scratched up, dinted and not cleaned after manufacturing which looked worse than a factory second. Didn't bother contacting customer service, returned it. The app said that it would refund when item is scanned in, however it has already arrived at their warehouse and it says that "refund has been delayed".

Third was a battery charger that worked for a day and stopped powering on. Processed a return through the app, before I even clicked to return to get the return label, the app made me accept that a refund will be made on the 37th day. Amazon have already received the charger but I won't get a refund for another 3 weeks.
- allegro on 28/01/2025 - 08:07
  
  +1
  
  Sorry to hear that! I’ve noticed that refunds seem to be taking a lot longer these days too. It used to be that once you dropped something off at the post office, the refund was processed right away. But now, even after delivery, it still takes forever to go through.
  
  I haven’t ordered items like yours before, but I did get a water-damaged book and a candle warmer that didn’t work. It also took a long time for the refund to come through.
  
  This is actually one of the reasons I avoid Amazon now. There are so many other online retailers these days with competitive prices, and sometimes even cheaper than Amazon. Plus, dealing with a local store is just so much easier when issues arise, and you typically get a refund much faster.
  - truetypezk on 28/01/2025 - 21:09
    
    +1
    
    You need to understand that ofm operates on a purely statistical basis. They are not judges and don't care about right/wrong or who is at fault. The logic is simple, if you are somehow experiencing more issues than average, they simply want you out. They only start to look at the facts after you have jumped through the hoops and shown that you are "that" person who is willing to drag them down with complaints and possibly CAT lawsuits.
    
    It is usually a fair business decision except when you happen to have a large sum of gift card balance in your account. Unless they are willing to reverse the account closure, the only way to get it back would be via the tribunals.
    - allegro on 28/01/2025 - 21:48
      
      +1
      
      It’s already been reversed and refunded, and yes, I’m the kind of person who would take them to NCAT if needed.
      
      That said, if they want to run things purely on a statistical basis through OFM and refuse to correct their errors, that’s their prerogative. But as a customer, I also can choose not to be part of their system and shop elsewhere.
- Porker on 28/01/2025 - 10:09
  
  +1
  
  Where these items sold and shipping by Amazon AU, or just shipped?
  
  The delay in refunds is often associated with a third-party selling on Amazon AU, and Amazon only posting the item. My experience has been that all returned items bought/sold by Amazon AU have been refunded almost immediately upon request.
  
  The only time refunds were delayed were if by third-party sellers that (apparently) needed to verify the returned item etc.
  - zuuutoootuuu on 28/01/2025 - 19:06
    
    +1
    
    All 3 sold and shipped by Amazon AU. I don't buy from 3rd parties on Amazon as they are more expensive than other online shops.
    
    I experienced almost immediate refunds too in the past but I suspect they put me on the naughty list. I contacted customer service today, but they were not of any help, they sent me a link that 15 business days is a regular turn around time for refunds.
Shame on 28/01/2025 - 12:11

+1

Make sure your address is correct on Google maps and the pin is in the correct location - submit a correction if it's wrong. Most delivery drivers just go to the pin on the map rather than bothering to read street signs or look at house numbers.

I live on a street starting with a C but google maps had the pin located on a street starting with M one block away. I'd say 80% of delivery drivers went to the wrong location and then would call me saying they can't find the place because they were too lazy or stupid to use their brain
- allegro on 28/01/2025 - 18:27
  
  +2
  
  Based on other posts, it seems they don’t use Google Maps but their own Amazon app. However, my Google Maps pin is correct, and the picture they provided is also accurate.
mhz on 28/01/2025 - 12:30

+1

Amazon's delivery service has taken a significant dive since they moved from AusPost to their own drivers (which seem to operate like UberEats drivers, all people driving sedans and seemingly new to the country). I get parcels just thrown from the footpath onto my front porch and forget them even bothering to ring the doorbell.
yamahamoto on 28/01/2025 - 14:32

+1

Twice my items were delivered at the wrong address. Both time I asked for refund and got it. I also got my neighbours delivery a couple of times, clearly had different address on the box and my neighbour told me they bought it from Amazon when I dropped it off at their house.
momo1988 on 28/01/2025 - 15:26

+1

I've been using Amazon multiple times a week for a few years. Twice in the last 12 months I had an issue with delivery. Coincidentally, both times were for high value items (majority of my orders are low value household products).

First time was for a Dyson Gen5detect. I received the delivery notifcation and went straight outside to collect but it was nowhere to be found. I checked the tracking which showed it was being delivered by a 3rd party (Dragonfly) and the picture taken by a driver was not my house. I drove around looking for that house but couldn't find it. I contacted Amazon who dispatched another unit.

Second time was for a Baratza coffee grinder. Got the delivery notification and went outside but no box. This time tracking showed no delivery photo. Again, I contacted support who this time told me there was no stock left so I had to settle for a refund.

That night I received the following email from [email protected] with the subject Notice: Policy Warning

Hello,

We noticed that you have requested refunds or replacements for a large number of orders because you reported that you did not receive your package. We understand that occasional problems with orders are expected in the normal course of business. However, the unusually high number of missing items that you have reported exceeds this occasional expectation.

When unusual account activity such as this comes to our attention, we evaluate each account on a case-by-case basis to determine if additional action or account closure is necessary. If this problem continues, we may not allow you to buy on our site.

To learn more about our policies, go to "Conditions of Use":
https://kor01.safelinks.protection.outlook.com/?url=http%3A%…

We would like to work with you to resolve any issues you might be experiencing with our service. We understand that lost shipments are inconvenient, and we want to make sure that our customers receive the products they purchase from Amazon.com.au.

If there is a problem with orders being delivered to a specific address, you may wish to specify an alternative address.

Respond to this email within 30 days if you believe you may have received this message in error, or if you would like to clarify your order activity.

Account specialist
Amazon.com.au

I responded immediately and wrote:

If you’re drivers can’t deliver packages correctly then don’t put the blame on your customers.

I never received a response.
- allegro on 28/01/2025 - 18:08
  
  +1
  
  My situation is a bit different from yours. I don't trust Amazon with high-value items, so I mostly buy low-value items or books. The issue for me is that since I don’t use Amazon much, a series of incorrect deliveries makes my refund/return statistics look concerning.
  
  They definitely need to find ways to improve their delivery service and check whether the refunds were legitimate before sending an e mail like that.
afah0447 on 28/01/2025 - 16:10

-4

Using Amazon and buying Elon Musk's product poses a dilemma. Essentially, the profits they make are used to fund space programs to transport the ultra rich off this planet once they have completely raped and pillaged it of all its resources and they have rendered it uninhabitable.
- Miami Mall Alien on 28/01/2025 - 16:23
  
  the profits they make are used to fund space programs to transport the ultra rich off this planet
  
  Lol.
  
  Like almost all of Musk's failed tech-bro grifts (Hyperloop, Mars colony, fully autonomous vehicles, Neuralink, Cybercabs, Starship Earth to Earth, $10,000 Homes, Telsa Semi, etc… etc… literally too many to keep track of at this point), that project will never come to fruition. It's just Elon's Twitter flavour of the month BS to keep his cultists circle-jerking themselves senseless.
The Hunted on 28/01/2025 - 17:47

+1

As I recall, when Amazon landed in Australia, Australia Post exclusively delivered Amazon parcels.
As it developed its own logistics this number declined to the extent where only a few parcels from Amazon are delivered by Australia Post.
From what I understand the reason errors are repeated is the first time a delivery is made the driver has to find the correct address. When the delivery is completed a photo is taken of where it has been delivered and a GPS of where the address is is logged into their system, therefore if there is an error made in the first instance then it is repeated thereafter.
I had to laugh when people commented that Australia Post gets it right, I work for them and there are sooo many complaints.
- allegro on 28/01/2025 - 18:02
  
  +1
  
  Amazon AU got my location right a few times last year, but recently, almost all of their deliveries have been incorrect. I don’t think this is just a repeat of the first mistake; the incorrect deliveries have been all over the place, never going to the same location.
  
  While AU Post can make mistakes too, my local AU Post contractor has been very reliable, and I haven’t had a parcel delivered incorrectly to the wrong location in years.
  
  It really comes down to the quality of the contractor, of course.
Name on 28/01/2025 - 19:48

+1

I had an issue with a failed delivery because "property was inaccessible".. The guy didn't even get out of his car.

Had to contact Amazon and they made me change the delivery details. So I changed delivery details to "get out of your car and ring bell".

We run a business from home and get multiple deliveries most weekdays. But somehow this driver from Amazon couldn't figure out how to open his car door and come up to our house.

Had another Amazon driver deliver a different order to us but put a neighbours package in with ours. I just went and dropped it off at the neighbours.

I'd like to think it's not lazy drivers, it's more Amazon are placing unrealistic expectations on them, so they're rushing /pushing too hard and making mistakes.
- nwa on 29/01/2025 - 12:02
  
  +2
  
  It is lazy drivers but they are made lazy by Amazon who have no system in place to catch and punish bad behaviour. There is no feedback loop on the driver of your package. Unlike uber where you can report the driver.
squaredonut on 28/01/2025 - 20:36

+1

Amazon has a lot of issues, they are far from perfect. But like someone else said, they don't care lol, unless you're making them 100's of thousands a year, they will not bother, the moment your refund claims and damage claims or whatever exceeds their threshold of loss, they will boot you.

They use a mix of courier services these days, in normal times it's their own contractors, in busy times it gets flogged off to many like Dragonfly.

I've had expensive items where it ended up 3 streets away, the funny thing was that house owner came to me and dropped my package and asked me if I had his vacuum cleaner from Amazon lol.

The kicker is the tracking had no updates it was stuck on out for delivery for a solid 1 month.

1 month later it was marked as delivered lol
- allegro on 28/01/2025 - 21:55
  
  +1
  
  I also had the same experience, with items delivered to my place that were not mine, and I completed their job free of charge by delivering it to the right address.
ldt on 28/01/2025 - 20:40

+1

Amazon have absolutely taken a nose dive in the last year. I’ve been using them since prime started here and have never had an issue.
Then within the last 6 months, issue after issue after issue. Customer service lie to you, refuse to let you speak to anyone else, transfer you endlessly, and just end the chat whether you’re happy or not.
I’ve now cancelled my membership.
- allegro on 28/01/2025 - 22:00
  
  +1
  
  Oh yes, the timeframe is about right, I also had issue after issue over the last six months.
  
  Your experience with customer service is also very similar to mine.
  
  Ironically I was offered free Prime membership before my order. The very next day when they delivered this to the wrong address I terminated the membership immediately.
Lets Go Brandon on 29/01/2025 - 01:18

+2

The Amazon service is fine until you have a slight problem - then you experience how dreadful they are with their script monkeys.
- allegro on 29/01/2025 - 07:26
  
  +1
  
  Very true, even their "Executive Customer Relations" write e-mails from templates.
DarkOz on 29/01/2025 - 07:46

Wow, I had the same thing happened to me a few times and I thought that was strange. Now I know why.
pn09 on 29/01/2025 - 08:03

+1

I had an issue about 11 months ago when something went wrong with my work address and they kept not being able to deliver. I work in a 17 storey office and had no issues before. Took loads of calls and emails and finally worked out that the address pin for my office location had been acidentally moved to being between 2 nearby roads where there was no office. They reset the address pin and all went back to normal. That was a very frustrating 3-4 weeks. We'd just moved offices and there were lots of things I was ordering for the new place and I kept seeing them being "attempted to deliver" and going back to depot, and after 3 failed attempts Amazon automatically cancel and issue a refund - even if one or more of the attempts was incorrect.

May be worth checking if something weird like this has happened with your address. You'll need to speak to someone on the phone and get them to look at the address poin location on their system (which is the same system the drivers use also).

That said overally Amazon have been really good for me. I used them a lot in the UK from 1998 when they launched there and really missed the convenience and prices when I came back to Australia in the mid 2000s. I'm glad they keep adding to the Australian services since they launched here. Amazing that they only launched here in December 2017 - just over 7 years. Seems a lot longer now.
Jules_d1 on 29/01/2025 - 08:43

+1

Regardless if you are in the right or wrong, from Amazon's perspective, servicing you as customer causes more problems than you are worth to them. As a result, it is a better business decision not to sell to you. Simple….
- pn09 on 29/01/2025 - 09:13
  
  That's the price for them to be able to have their business model - it favours the majority that work, and exceptions are not easy to deal with. I am comfortable with that - even if it does lead to frustration every now and again
- allegro on 29/01/2025 - 13:53
  
  +1
  
  I understand that Amazon may see servicing a customer as more trouble than it's worth, but dismissing a customer can hurt the business in the long run. Each customer is an opportunity to build loyalty, and handling issues properly can strengthen that relationship. Avoiding a problem now may seem efficient, but it risks damaging Amazon's reputation and alienating not just that customer, but others who hear about the experience. Addressing concerns shows adaptability and care, which ultimately contributes to long-term success.
  - Jules_d1 on 30/01/2025 - 00:35
    
    -1
    
    im sure they've done the numbers and the same applies to my initial comment
Palamedes on 29/01/2025 - 09:59

+2

Tough situation! Where I live (small country town) I have had hundreds of Amazon deliveries in the last few years with 100% success of parcels correctly delivered and unbroken. Often delivered by the Post Office but mainly lately by Dragonfly (a company, not an insect).

My only delivery issue in years was from another shop who sent my 16 Tb Hard Disk by Startrack. The guy threw it at my porch from 5 M away! All captured on my doorbell camera.
SuperMid on 29/01/2025 - 11:15

+1

If possible, use au post parcel locker or get delivered to work.
Narull on 29/01/2025 - 13:28

Just curious how many times did this happen before they 'mistakenly' sent an email saying they will deactivate your account? I've had a fair few deliveries go to the wrong address over the years which they have refunded without issue but do have ones making it to me as well so just curious on what they decided was too much.

For me they deliver to the wrong street as there are two streets here with the same name one being 'crescent' and the other being 'road' so my stuff keeps going to the wrong one seemingly randomly (and I've asked the guy who lives there who plays dumb).
- allegro on 29/01/2025 - 13:48
  
  +2
  
  I think the problem with mine is that I have very few orders from Amazon in general, and the last 4 out of 8 were problematic.
  
  I suspect that they look at the % of issues out of your total order.
  - Narull on 29/01/2025 - 13:53
    
    +1
    
    Ah yeah that makes sense, still BS that they even do it, gotta love the convos with support where they mention the photo and just reply with "Yeah that's not my house".
MonkEE on 29/01/2025 - 17:33

I had 2 packages left on fence that could easily be stolen. I actually have a parcel box, and they did not put it inside. Then put it on top. So useless.
kabammi on 30/01/2025 - 11:22

DRAGONFLY! Are they involved? I've had so many problems with them. Prior to Dragonfly, the Amazon couriers would arrive in hatchbacks, sedans, trucks, whatever, but it was always there on time!
Dragonfly.. it's always by 8pm, and it often ends up on someone else's doorstep or lost!

I had a package that came from Amazon USA (ordered via AU), and it made it all the way to Melbourne and at that point Dragonfly lost it! So I got a refund. But I couldn't get it replaced (which is what I wanted) because it was Amazon USA not AU. I've received other people's parcels, they've received mine. Dragonfly are simply awful. Each of the customer service staff have told me they were going to escalate the Dragonfly failed deliveries to sort it out. Or get rid of them. Who knows, but all I know is, they are BAD and have made me think twice about using Amazon! BUT they have been better lately. Perhaps a very useless Dragonfly driver was given the heave-ho —- but that doesn't help lost items at Dragonfly distribution centers!

I've never had a problem with AustPost or Startrack (same thing really)
- allegro on 30/01/2025 - 11:27
  
  I have no idea who delivered these, it only says Delivery by Amazon for my orders.