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| Version 4 | Version 5 |
|---|---|
| Advertising Standards considers inquiry into Amazon Prime | Advertising Standards considers inquiry into Amazon Prime |
| (about 20 hours later) | |
| Amazon's promise of next-day deliveries could be investigated amid customer complaints that it is failing to meet that pledge. | Amazon's promise of next-day deliveries could be investigated amid customer complaints that it is failing to meet that pledge. |
| The UK Advertising Standards Authority (ASA) is considering whether to launch a formal inquiry into Amazon. | The UK Advertising Standards Authority (ASA) is considering whether to launch a formal inquiry into Amazon. |
| The firm's top service, Prime, offers next-day deliveries for £7.99 a month. | The firm's top service, Prime, offers next-day deliveries for £7.99 a month. |
| The ASA said: "We have received a handful of complaints about Amazon parcel deliveries and we are at the initial assessment stage." | The ASA said: "We have received a handful of complaints about Amazon parcel deliveries and we are at the initial assessment stage." |
| An Amazon spokesman told the BBC the ASA had confirmed to it there was no investigation at this time. | An Amazon spokesman told the BBC the ASA had confirmed to it there was no investigation at this time. |
| The ASA said there had been five complaints since the start of the month. | The ASA said there had been five complaints since the start of the month. |
| Amazon offers free delivery above a certain minimum spend, but express, unlimited delivery for Prime customers. | Amazon offers free delivery above a certain minimum spend, but express, unlimited delivery for Prime customers. |
| It also offers this coming Saturday, 23 December, as its final order date for Christmas orders, three days later than the Wednesday offered for non-Prime customers. | It also offers this coming Saturday, 23 December, as its final order date for Christmas orders, three days later than the Wednesday offered for non-Prime customers. |
| 'Not acceptable' | 'Not acceptable' |
| The BBC has been inundated with comments from Amazon Prime customers. Most reported problems with deliveries. | The BBC has been inundated with comments from Amazon Prime customers. Most reported problems with deliveries. |
| Gary from Farnham in Surrey, said: "Our Amazon Prime deliveries often miss their 'next day' target. We always make a point of complaining, and are generally given a 30-day extension to our annual subscription." | Gary from Farnham in Surrey, said: "Our Amazon Prime deliveries often miss their 'next day' target. We always make a point of complaining, and are generally given a 30-day extension to our annual subscription." |
| Craig from Carluke in South Lanarkshire, said his Prime orders were rarely delivered within a day: "They offer next-day delivery but it actually takes two days to come, which also isn't part of the agreement which I pay for. Not acceptable." | Craig from Carluke in South Lanarkshire, said his Prime orders were rarely delivered within a day: "They offer next-day delivery but it actually takes two days to come, which also isn't part of the agreement which I pay for. Not acceptable." |
| But other customers were happy. One pointed out that it was "unreasonable" to expect perfection every time. "It is a fantastic service and it is totally unreasonable to expect that things may rarely not work out," he said. | But other customers were happy. One pointed out that it was "unreasonable" to expect perfection every time. "It is a fantastic service and it is totally unreasonable to expect that things may rarely not work out," he said. |
| Contract breach | Contract breach |
| Amazon advises customers to contact customer services if they do not receive a parcel by the estimated delivery date. | Amazon advises customers to contact customer services if they do not receive a parcel by the estimated delivery date. |
| The consumer rights group Which? points out that a company missing its delivery date is in breach of contract. | The consumer rights group Which? points out that a company missing its delivery date is in breach of contract. |
| It says that consumers have the right to terminate the purchase and get a full refund in that instance. | It says that consumers have the right to terminate the purchase and get a full refund in that instance. |
| It says the first step should be to contact the retailer directly to make a complaint that a parcel has not been delivered and request they take action to remedy the situation. | It says the first step should be to contact the retailer directly to make a complaint that a parcel has not been delivered and request they take action to remedy the situation. |