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pinny

Surely you should have choice of delivery co when ordering online

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This was an especially acute problem over Christmas with a lot of complaints on the Amazon website about my Hermes (different from the Hermes network) but this applies to most online sales companies. The issue is this: as a customer you have to pay postage (quite rightly) but get no choice of who is used and usually no visibility of which company before you’ve paid. So, most Amazon purchases are delivered by the cheapest, most unreliable form whose online tracking system is sheer fantasy and is acknowledged as such by many frustrated customers. A company that many would not choose to use is getting their money, paid under compulsion. I’ve asked the question (but received no reply, which makes me think that the answer is yes) as to whether 3rd party sellers on Amazon are obliged to use my Hermes to deliver. Customers on the Amazon website who appear to know the background say that my Hermes had to buy a tracking system if they wanted to get the Amazon contract but bought the cheapest, most unreliable one that had been rejected as totally unfit for purpose by other delivery companies.

It feels like a possible abuse of dominant market position, though of course that may be an unfortunate appearance not borne out by the facts. I think if CAG were to investigate they'd get to the bottom of it in a way that individuals can’t. I’d be prepared to put time into this.

A good result would be to have a transparent choice between at least 2 named companies (at different prices if necessary) on checkout when shopping online.

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As it is the sellers responsibility to get a purchase to the buyer in the time frame and other parameters outlined in the sale details it is not really in the buyers remit to specify carrier unless it is obvious you are paying for a particular service - for example Special Delivery.

 

If the item does not arrive, arrives in an unsatisfactory condition etc. it is the sellers responsibility to rectify matters with a refund or replacement. So when an item does not arrive or arrives smashed - chargeback. Vent you feelings on the social media sites and any forums you subscribe to. If enough do this then companies like Amazon might pay a bit more attention to the companies they use to move their goods.

 

Or better still do not buy from them - and tell them why!

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