Dear Amazon Prime: Do your job
We have new neighbours. A nice young couple with a kid and a puppy, who decided to move into the city from the suburbs to be closer to work.
Since they moved in right around Halloween, they were immediately initiated into the neighbourhood ritual of welcoming more than 700 children trick or treating each year.
Our new neighbours have done quite a bit of online shopping. We know this because dozens of packages intended for them have landed on our doorstep.
While we live on different streets, our house numbers are identical. Our U.S. Postal Service deliverer has no problem getting deliveries correct. He doesn’t even need to read the street signs or the ceramic plaque on our house, which includes the house number and street address to get things right. Other deliverers delivering for Amazon Prime don’t seem to share his capacity to get things right.
When the incorrect deliveries began, we walked the packages over. But when we’re out of town, there’s no one to do this. Since the neighbours have paid to have their packages delivered to their house, they deserve to receive them on their doorstep, regardless of whether we are home.
Efforts to contact Amazon Prime have been met with assurances the issue has been addressed and corrected. (It has not.) Efforts to contact UPS and FedEx meet similar responses. If we happen to be home when a package is delivered, we re-direct the deliverer. But still the incorrect deliveries persist.
The most recent email from Amazon Prime reassured me my concern has been “escalated” and the issue “will not happen again.” It would be nice to think so, but we’ll see.
This sentence referring to our neighbour’s packages, however, threw me: “I would like to inform you that you can donate or dispose it, whichever option is most appropriate and convenient for you.”
Clearly, that’s not the right thing for me to do. I will continue to walk them next door. My trash can sits halfway between my house and my neighbour’s. It’s no less inconvenient for me to re-deliver the goods than it is to dispose of them. But it’s not the inconvenience of doing something nice for my neighbours that concerns me. It’s the inability of a service provider to meet its commitment to get purchased products to the person who paid for them.
The right thing is for Amazon Prime and the delivery services it uses to make note of the recurring errors and set things right. As New England football coach, Bill Belichick is fond of saying: “Do your job.”