Amazon deliveries via DPD

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#3193222 10-Feb-2024 12:55

rb99:

SJB:

timmmay:

You can either tell Amazon, or you can see if it continues. They might not ship to that address again.

Strangely it only seems to be the US. Ordering from Amazon UK has been ultra reliable.

Not that strange - AM US is the only one thats uses Aramex (I think, could be wrong, usually am).

Sorry I was referring to the 'unable to deliver' responses I've had from Amazon US when the packages have not even left the US. Apart from the example where Aramex sent the package around NZ before returning it to the US and I failed to get a refund, once a package is out of the US and in NZ it arrives OK.

I've never had the same problem with Amazon UK.

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#3195230 14-Feb-2024 18:08

pureinception:

I placed an order on January 12th and it's been stuck at "Held by import customs" since the 19th. No reply from Aramax so got a refund from Amazon.

How did you go about getting a refund for items not delivered? I see a Returns option, but I can't return something that I haven't received. I am going to give Aramex another week or so, then try for a refund.

Help on refunds for undelivered items would be gratefully received.

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#3195232 14-Feb-2024 18:19

You do realise there are delays at the boarder and have been for years, for customs clearance and then aramex are horribly slow within NZ so. Not to mention if you are required to pay any fees etc.

Stuff that gets through the boarder quickly usually has a higher shipping cost.

pureinception

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#3195245 14-Feb-2024 18:47

Movieman:

pureinception:

I placed an order on January 12th and it's been stuck at "Held by import customs" since the 19th. No reply from Aramax so got a refund from Amazon.

How did you go about getting a refund for items not delivered? I see a Returns option, but I can't return something that I haven't received. I am going to give Aramex another week or so, then try for a refund.

Help on refunds for undelivered items would be gratefully received.

@Movieman I clicked the button for refund and went through their support system. They sent out an incident form to fill out and I got the refund a few days later

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#3195412 15-Feb-2024 09:42

I sent another email to Aramex Christchurch and here was there response.

"Thank you for your enquiry.

We are currently undergoing a manual depot search for your shipment and apologise for any inconvenience this delay is causing. We will contact you as soon as we have updates.

Please monitor further updates via our website www.aramex.co.nz and if you require any further assistance please reply to this email.

AMX CHC- Tina"

Fingers crossed 😁

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#3195427 15-Feb-2024 09:57

Movieman:

I sent another email to Aramex Christchurch and here was there response.

"Thank you for your enquiry.

We are currently undergoing a manual depot search for your shipment and apologise for any inconvenience this delay is causing. We will contact you as soon as we have updates.

Please monitor further updates via our website www.aramex.co.nz and if you require any further assistance please reply to this email.

AMX CHC- Tina"

Fingers crossed 😁

Wow you got a sort of meaningful reply. Better than I ever got.

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#3195552 15-Feb-2024 11:10

Just received emails from both Amazon and Aramex stating that my parcel will arrive today.

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#3196738 17-Feb-2024 10:38

pureinception:

@Movieman I clicked the button for refund and went through their support system. They sent out an incident form to fill out and I got the refund a few days later

How long did it take for that to appear? I've had a package sitting at "customs" according to aramex, since the 1st of Feb (package was shipped from amazon on the 27th of Jan) and it hasn't moved since then and Aramex haven't replied to any of the emails/tickets i've opened about it.

Wonder at what point I can/need to bother amazon to get it refunded?

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#3196745 17-Feb-2024 11:52

If you need to apply for a refund, you have 30 days from the shipment arriving in the country, so don't wait too long.

I messaged customs about my package as it was "stuck" with them according to Aramex. Customs confirmed that they had cleared the package and I should get in touch with Aramex. They replied to say that they hadn't received the package from customs, even though customs said otherwise. I then got assistance from Amazon who promised that the package would be delivered. Suddenly, tracking showed that it was on the move from Auckland to Christchurch.... then, nothing for five days, until I messaged Aramex's Christchurch depot who replied that they had started a manual search for my package. An hour later I got messages from both Amazon and Aramex to say that my package would be delivered that day.... and it was. More importantly there was no damage to my hard drives and they are both up and running now.

You just have to keep hassling them, or threaten Aramex that you are going to claim a refund from Amazon. If you still don't get a reply; get a refund.

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#3196746 17-Feb-2024 12:10

kyhwana2:

pureinception:

@Movieman I clicked the button for refund and went through their support system. They sent out an incident form to fill out and I got the refund a few days later

How long did it take for that to appear? I've had a package sitting at "customs" according to aramex, since the 1st of Feb (package was shipped from amazon on the 27th of Jan) and it hasn't moved since then and Aramex haven't replied to any of the emails/tickets i've opened about it.

Wonder at what point I can/need to bother amazon to get it refunded?

The button appeared a few days after the the expected delivery date which had shifted once. I think 30th of Jan. On the 29th it said, "come back tomorrow for a refund".
I contacted Aramax who were not helpful and just said: "This shipment was held in the customs for inspection." I have had another order arrive fine and another coming next week so not sure what happened with this one

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#3196756 17-Feb-2024 12:39

Would be nice if Amazon US just used NZ Post

“The modern conservative is engaged in one of man's oldest exercises in moral philosophy; that is, the search for a superior moral justification for selfishness.” -John Kenneth Galbraith

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#3257288 8-Jul-2024 10:44

Thanks for bringing up the topic of the worrisome lack of reliability of delivery to New Zealand by Amazon via DPD. (I’ve had problems with Amazon US and Amazon Australia.) I suspect the shipping issues are a much bigger problem than it seems. Possibly everyone thinks it’s just them, and Amazon and DPD can put off fixing this as long as that is the case. It may be happening with other online companies too - but Amazon is huge, and it used to be reliable.

We live in a house, not an apartment building. I’ve major mobility issues and am a regular online shopper. As a consequence, the posties and courier drivers (bar fill-ins or newbies) know us. We and other people on the street have video cams. So the excuse they can’t find the address, or they delivered when they didn’t does not pass the smell test. (In addition, I doubt our local postal and courier people are the source of the problem).

I’m a long-standing Amazon customer since it first started, and up until relatively recently delivery has been good. This issue of failed delivery and unbelievably vague tracking has been going on by my guess-timation for about a year - but it has gotten increasingly problematic in the past 6 months (or at least since DPD was the shipping provider.)

I’ve complained to Amazon about various failures, including: a) deliveries not being made at all, b) only part of deliveries being made, c) the seller/shipper saying delivery was made, when it wasn’t and d) reported delays in delivery extending to beyond the time you are able to flag a problem with Amazon

I’ve complained to the companies I made the purchases from that were not delivered. They take no resonsibility for the shipping of items purchased through Amazon. I know from experience that couriers tend to refuse to deal with the recipient. They will only deal with the shipper.

It was difficult getting through to a human being at Amazon, but they are helpful once you get hold of one. The problem is that in each case they seem to be a contractor with no authority or contacts to solve the bigger issues - i.e What’s causing this? Is theft or fraud occurring during the shipping process part of the issue? They have to wait for a ‘lead’ (presumably a higher-up Amazon employee) just to approve a refund. They don’t have the contacts or authority to elevate this to be investigated.

But a refund will not solve the problem, and I for one am now concerned about the reliability of Amazon. This may be a DPD problem. But it won’t be resolved if they think people who are complaining are dishonest. This does not apply in my case - and likely in the case of most others.

There are other eyebrow raising issues:

Is someone in the logistics chain opening parcels?

I ordered an SSD from Amazon Australia and a Hard Drive from Amazon US at different times. I got notices of delays, but neither arrived. The next thing that happened months after the purchases, was I got an email from someone claiming he was a customs broker and that I owed NZ customs fees and taxes - and he wanted more information. This was preposterous. Neither purchase remotely came near the $1,000 before customs kicks in. Despite these items having been apparently been bought from two different Amazons at two different times, he claimed they were shipped together???!!! He did not give me any info related to the original orders. So I thought this was fishy and I contacted Customs. Customs had no record of any delivery for me. They never arrived. I could not record a complaint to Amazon at that time because it was outside of the short period they allow for delivery problems - despite the likely many issues with delivery.

2. Why does DPD not provide Amazon with any tracking?

I tried to attach a copy of the non-tracking data, which I would advise you to capture too. I couldn’t get it to work. I’m new at this and may be doing something wrong.

In the meantime, I’ve ordered things internationally from Temu and locally from The Warehouse etc. They all arrive, in the specified time frame, tracked every step of the way.

DPD and Amazon are big companies. This issue needs to be fixed.

Questions for forum members:

Are you or your family having problems with non-delivery of all or part of your orders from Amazon to New Zealand?
If so, who is the main carrier?
Were the items valuable (over $200 NZ)
Is there any indication the parcel you received was previously opened or re-packaged?
Was your problem resolved?

rb99

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#3257290 8-Jul-2024 11:05

My main crap courier of the year is still Aramex. eg they receive a parcel, do nothing with it for two and a half weeks, then the courier for our area picks it up, carries it round all day, then takes it back to the depot for a few more days. OTOH some parcels have been really quick from the same guys. So, you know, consistency.

Amazon AU and Amazon UK are generally better as they don't use Aramex. I always try to use the free shipping though, so its generally not meteoric of course.

Pretty much everything from anywhere turns up at some point, either quickly or eventually as the case may be (so far, touch wood...)

For tracking Amazon stuff I generally get the tracking number from them and copy to https://parcelsapp.com/en/carriers/asendia-usa

“The modern conservative is engaged in one of man's oldest exercises in moral philosophy; that is, the search for a superior moral justification for selfishness.” -John Kenneth Galbraith

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#3257297 8-Jul-2024 11:41

nongeek2025:

Questions for forum members:

Are you or your family having problems with non-delivery of all or part of your orders from Amazon to New Zealand?
If so, who is the main carrier?
Were the items valuable (over $200 NZ)
Is there any indication the parcel you received was previously opened or re-packaged?
Was your problem resolved?

Aramex are a major problem in the chain from Amazon and as I said in my earlier post; it took a while to get my hard drives which were over $1000, but they did eventually arrive after a lot of chasing up.

I also buy items from Temu and I always worry that I won't receive my items when Aramex is the courier. When they do arrive, they get stuffed in the mail box.

SJB

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#3257304 8-Jul-2024 11:58

I stopped buying 4K Blu-rays from Amazon US. I never have any problems with Amazon UK.

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