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Irate Amazon users vent online about delayed deliveries, Retail News, ET Retail

Irate Amazon users vent online about delayed deliveries Bengaluru: Faced with delays or cancellation of orders of essential items, customers have taken to social media to criticise Amazon India in the past one week, after India imposed a 21-day nationwide lockdown to counter the Covid-19 virus outbreak. The essentials, such as staples, fast-moving consumer goods and other household items, were ordered through its Fresh and Pantry services, and the company typically delivers these within two days at pre-set delivery slots.

However, Amazon India has been unable to fulfil orders due to a combination of large order backlogs and lack of on-ground workers, multiple people in the know of the matter told ET.

While other online retailers have continually improved their services over the past week, Amazon’s consumers have complained that it was not making much progress. “I have pending deliveries of my orders dated March 19. When are you resuming your deliveries in Chandigarh?” a customer tweeted to Amazon India. “Why are you not delivering any essentials in Pune?” another asked. “Amazon is cancelling essential healthcare items citing government is not allowing in Vizag,” said a third customer. For essentials ordered from third-party sellers on Amazon’s platform even prior to the lockdown, many users have pointed out that the website has been showing three-weeklong delivery timelines.

“They can’t get curfew passes on the ground and it’s difficult to get approvals too, since they are working from large warehouses where more people are needed to operate them,” said a person with knowledge of the company’s issues, who did not want to be named. “We are resuming our services including Pantry gradually, adding in more cities and pin codes as we get the necessary clearances and passes from the local authorities. We are first serving existing orders and are accepting new orders,” an Amazon spokesperson said.

Insiders told ET that a call to follow the strict guidelines to maintain safety for on-ground workers is further slowing Amazon’s measures to ramp up delivery of essentials. Amazon has mandated guidelines on working conditions at its warehouses globally to avoid workers from contracting the infection.

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