Irate Amazon users vent online about delayed deliveries – ETtech

Illustration: Rahul Awasthi

Faced with delays or cancellation of orders of important gadgets, clients have taken to social media to criticize Amazon India previously one week, after India imposed a 21-day nationwide lockdown to counter the Covid-19 virus outbreak.The necessities, corresponding to staples, quick-shifting shopper items and different home items, had been ordered by means of its Fresh and Pantry providers, and the corporate usually delivers these inside two days at pre-set supply slots.

However, Amazon India has been unable to fulfil orders attributable to a mixture of enormous order backlogs and lack of on-floor employees, a number of individuals within the know of the matter informed ET.

While different online retailers have frequently improved their providers over the previous week, Amazon’s customers have complained that it was not making a lot progress.

“I have pending deliveries of my orders dated March 19. When are you resuming your deliveries in Chandigarh?” a buyer tweeted to Amazon India. “Why are you not delivering any essentials in Pune?” one other requested.

“Amazon is cancelling essential healthcare items citing government is not allowing in Vizag,” mentioned a 3rd buyer.

For necessities ordered from third-celebration sellers on Amazon’s platform even previous to the lockdown, many users have identified that the web site has been exhibiting three-week-lengthy supply 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,” mentioned an individual with data of the corporate’s points, who didn’t need to be named.

Insiders informed ET {that a} name to comply with strict pointers to keep up security for on-floor employees is additional slowing Amazon’s measures to ramp up supply of necessities.

Amazon has mandated pointers on working circumstances at its warehouses globally to keep away from employees from contracting the an infection.

“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 mentioned.

Amazon’s lack of ability to ship orders for necessities comes regardless of it cancelling and delaying orders of non-important gadgets. “As per government guidelines, we are currently delivering orders containing only essential products such as food, groceries, medicines and health care purchased using prepaid methods,” the corporate has mentioned.

The market additionally largely works with three sellers – Cloudtail, Appario and Amazon Retail, to service orders for groceries, shopper items and different home items.

ET couldn’t verify the extent of serviceability of those three sellers and whether or not shortages at their finish had been contributing to delayed orders on

Other sellers who listing important items say that the hit to enterprise has been huge over the past one week.

“Amazon also relies heavily on air transport, which has been stopped till April 14,” mentioned a prime vendor on Amazon, including that the corporate relies upon closely on its giant success centres throughout cities to route all deliveries nationally. “Further movement of inter-city trucks has also been restricted for days… Even as it’s opening up now, there is a huge backlog,” he mentioned.

Like in India, Amazon is just fulfilling orders of important merchandise in its house market and has rolled out a slew of measures to cope with the spike within the variety of orders persons are putting.

The firm has began a drive to recruit extra on-floor employees and has additionally raised employee wages by roughly $2 per hour within the United States until the top of April.

However, in India, the corporate hasn’t been so proactive, with its plan to roll out incentives to get employees to come back again being delayed and plans to rent new on-floor employees not being as strong as wanted.

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