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Businesses The Almighty Buck

'Amazon Prime is Getting Worse' (fastcompany.com) 267

Mark Wilson, writing for FastCompany magazine: That little Prime logo used to mean something. Now it feels like a ruse that lulls shoppers into a false sense of security, until they go to checkout and see a shipping arrival date far later than anticipated. This cuts through the greatest promise of Prime. It's not just the free, two-day shipping. It's that it's so reliable, you never have to think for more than a second about buying something. In this sense, Prime was constructed to be great for the consumer (so efficient) and great for businesses (mindless impulse shopping!). I've been a Prime member myself for over a decade, so I've come to expect that the rush of the holiday season will clog the arteries of Amazon's fulfillment centers and delivery services alike and make shipping less than reliable. But anecdotally, to me and many of the people I know and work with, this year, it feels worse than ever.

It doesn't help that we've seen a slow dilution of Prime itself over time, with the rise of Prime Pantry and Add-on Items. They force you to buy a minimum number of items to get the best deal, adding back the very psychic burden Prime had eliminated from the equation of online shopping in the first place. As a result, it can be hard to find true, two-day Prime items that aren't marked up to insane prices by third-party sellers. But Prime was still Prime. This holiday, I've noticed things that are in stock and labeled "Prime" have nonsensical shipping dates. I'm not alone in experiencing Shipping Shock. Complaints about slow Prime shipping abound across the internet. Quora literally has a thread asking, "Has Amazon slowed down their free shipping speed intentionally?" The "top answer" with 22,000 views is a customer rant about late shipments. Many others chime in to confirm the slowdowns, and offer conspiracy theories as to what could be going on.

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'Amazon Prime is Getting Worse'

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  • Pantry (Score:5, Insightful)

    by mccalli ( 323026 ) on Tuesday December 25, 2018 @05:08AM (#57856436) Homepage
    Is there anyone on earth who understands their pantry thing? I mean, I can just go to Sainsbury's [sainsburys.co.uk] and order what I want, I don't have to start working out box sizes and filling them up or what have you.
    • by AmiMoJo ( 196126 )

      Their offering in the UK makes even less sense than the one in the US, not least because the UK has fairly decent online ordering from all the major supermarkets.

      Prime delivery is a rip off. Most of the items eligible for Prime just have the extra delivery cost added on to the sale price. Prime Video is okay but doesn't have enough content to justify more than a month or two of subscription. Maybe if you use the Twitch sub and listen to a lot of streaming music it might be worth the rather high cost.

      I just

    • It's a scam. You already paid for Prime, so why do you need to pay more for this Pantry thing?
  • UPS, USPS etc can't do the volume anymore.
    Amazon has now 50! planes itself, because of it and still.

    • If they can't handle the volume, and it's making money for them, they will increase the volume. Or someone else will get in to handle the money.
    • by Dogtanian ( 588974 ) on Tuesday December 25, 2018 @08:47AM (#57856888) Homepage

      Amazon has now 50! planes itself

      Amazon has 3 x 10^64 planes?! That's... rather a lot.

    • by EvilSS ( 557649 )
      The biggest problem I've had (and what caused me to cancel my prime) wasn't with UPS/USPS/Fedex but it was their own delivery service. I was getting upwards of 50% of my orders delivered 1-2 days late when they were shipped with "Amazon Logistics".
      • by dgatwood ( 11270 )

        I've been thinking about starting a small business reselling all the unexpected Amazon Logistics packages that they mistakenly drop on my porch instead of random neighbors. All attempts to get Amazon to pick up the packages and deliver them to the right address fail consistently, so I have an ever-growing pile of random crap.

        I can't imagine that they could possibly be saving money, given what a complete disaster their in-house logistics seems to be.

      • The sign for Amazon Logistics finally did arrive from the warehouse, but it was oddly enough duct taped over a narrow corridor...

      • by nwf ( 25607 )

        Same here. Every time I seem my packaging going out AMZL, I cringe. They are incredibly inept. Although they did better for this holiday season that I was expecting, given all the errors leading up to it. It was a comedy of errors:

        1. Delivered to a "mail room" at my business, when we don't have one, or to some other fictional destination.
        2. Lost in transit. (Happens once a quarter to me, at least.) Sometimes they show up, which is funny. They typically say "just keep it" since they had already refunded my m

  • It used to be be "Prime" meant delivered 2 days after ordering. There used to me "free shipping for Prime members" which was free shipping but arrival date longer than 2 days. Today they seem to group everything as "Prime" and hence the dilution of the label "Prime". I wish they had a search tick for "True Prime", or just a checkmark for "ETA 2 days from today".

    Prime benefits as a whole haven't gotten worse, one could argue they expanded them over the tears with Prime video, music, or audible.

    • About that...Audible's interface for the PC is ancient...

    • In Europe everything is delivered in 2 days no matter the shipping options. Amazon started waiting 2 days before even shipping to make sure non-prime goods only arrive after 3 days. Before then prime was entirely pointless except as a video service.

    • I see things listed for Prime shipping with times of over a month!

  • It's not (Score:4, Funny)

    by JustOK ( 667959 ) on Tuesday December 25, 2018 @05:46AM (#57856504) Journal
    They don't mean two days in a row.
    • by nwf ( 25607 )

      They don't mean two days in a row.

      That's likely true. I ordered a prime item on Thursday. Two day delivery was set for Wednesday.

  • by crvtec ( 921881 ) on Tuesday December 25, 2018 @06:09AM (#57856532) Homepage

    Well, screw /. because I just lost my entire post by switching the format to plain text, so here's a summary:

    Prime has other benefits, but they keep lowering them.

    10+ year Prime member. Been buying since 98 when they sold books. Past 2 months I had packages 'lost' or 'damaged' in transit. Upon the 3rd complaint (I don't regularly complain at all, even when packages are late), they escalated me to a supervisor, at which point I had to explain that all the items that were lost/damaged in transit were the only items in the past few years that I've actually requested 2 day delivery for, and they were supposed to be delivered by *THEIR OWN DELIVERY COMPANY*.

    So, I was close to being banned from Amazon for mistakes they made. They couldn't even replace the product (their own 4k Fire TV Box) because when it wasn't delivered, it was $50 than when I ordered it.

    Mind you, I do roughly 400-700 orders per year with them (business and personal, and only when they are cheaper), as well as send them referrals through my site.

    At my day career, we were (repeatedly) assured by one of their AWS reps that we wouldn't be charged for X services. 2 weeks later, we were billed several K.

    They are really doing a great job of shooting themselves in the foot lately.

  • by Kwirl ( 877607 ) <kwirlkarphys@gmail.com> on Tuesday December 25, 2018 @06:14AM (#57856546)
    I mean, anyone who gets mad that a package takes 3 days instead of 2 during the busiest shopping period in the western world needs to step back and acknowledge their own role in waiting until the last minute trying to get a 35 cent discount on a 400 dollar talking toy or something. Also, there isn't any company trying to 'compete' with Amazon so where are complaining subscribers going to take their business?
  • Seriously? (Score:4, Interesting)

    by dromgodis ( 4533247 ) on Tuesday December 25, 2018 @06:26AM (#57856568)

    Someone crying that they can't spend their hard-earned money fast enough?

    Hope of humanity: Low and declining.

  • by DrXym ( 126579 ) on Tuesday December 25, 2018 @06:28AM (#57856574)
    Amazon's "Prime" is like an express lane in a theme park to skip the queue. Except that so many people have paid for it that it has become its own queue. The sane thing to do would be to stop paying Amazon this money - if you're going to get a shitty service it may as well be for free. Better yet, shop somewhere else where they value the customer experience a little bit more.
  • For the most part, Prime seems to be OK, but Amazon's website sucks. The user interface hasn't changed much in 15 years & it was never good. It's impossible to drill down to locate something. The search & filters fail to actually filter. No search within a search. Plus all the non-Amazon sellers that come & go. All that & I still find myself buying crap from them.

    If they ever updated it so that the search filters worked & one could actually locate what they want, most of their cust

    • It's good enough, I can usually find what I need; Wal-mart, who could be a big competitor, has an abysmal search. Duckduckgo/google will find things easier on the walmart site than walmart's own search engine. I really want wal-mart (or someone else) to get decent to give Amazon some competition.
      • You have to use both native and Google search to find stuff on most sites, including Amazon. Let's face it, even eBay has this problem, and they have more filterable metadata on products than almost anyone else. I regularly find eBay items with Google instead of the native search. If it happens there, you know if happens everywhere

    • by nwf ( 25607 )

      Their search does suck, They include random crap in any search list. I'd believe a lot of that is the fault of their "merchants" but it makes for a poor experience. That leads to the biggest thing I'd like to see, and that is a setting to exclude non-Amazon sellers in all searches. Most merchants that I encounter are selling counterfeit or garbage.

  • Consum(er)ism (Score:4, Insightful)

    by vikingpower ( 768921 ) on Tuesday December 25, 2018 @06:52AM (#57856618) Homepage Journal

    This is bitching and griping at a high level. You're a member of an affluent, Western society, with an income you can spend online; you can actually spend it on worthless gadgets like IoT ovens with a videocamera inside and an app, or dildos - or on valuable items like books. You'll get those items, worthless or valuable, delivered to your doorstep. Within days. What the fuck are you complaining about ?

    The world is on fire and immersed in ignorance, but hey - dildo delivery delay must be two days, not an hour more.

    • Re: Consum(er)ism (Score:4, Interesting)

      by Anonymous Coward on Tuesday December 25, 2018 @07:50AM (#57856752)

      Absolutely right this is complaining. That's what normal people do when they pay extra for a service but it is not delivered, repeatedly. Or did you forget that Prime is not free?

      • No, normal people just cancel the service and get their money back.
        • by nwf ( 25607 )

          No, normal people just cancel the service and get their money back.

          Maybe, but check around. Most people like to express their outrage and virtue signal their way to a brighter tomorrow.

    • Exactly. The next economic recession/depression will start sorting people out.
    • Re:Consum(er)ism (Score:4, Insightful)

      by Rob Lister ( 4174831 ) on Tuesday December 25, 2018 @08:22AM (#57856808)
      Well said. From a historical perspective, we live in fucking utopia. I suppose there's nothing so perfect it can't still be bitched about.
    • by AmiMoJo ( 196126 )

      Why can't anyone make useful IoT stuff? I don't need a camera in the oven, what I need is a microwave with NFC that I can tap my phone against to automatically transfer the timer to my phone's screen.

      Yes I'm that lazy/impatient.

      Even if someone made it they would ruin it by making the app proprietary and privacy-invading. Honestly what is the point of living in the first world if it can't fix your first world problems!??

    • Is the complaint that the service being paid for isn't as advertised somehow more or less valid because of the overall affluence of the situation?

      If the complaint were that degradations in prime service were a human rights violation or something the fact that the situation is vastly better than most of history would be relevant. In this case it's merely that Amazon either can't hack their attempts at further scaling out or is in the 'switch' phase of 'bait and switch', which a complaint purely relative t
    • Re: Consum(er)ism (Score:4, Interesting)

      by jemmyw ( 624065 ) on Tuesday December 25, 2018 @12:44PM (#57857812)
      I lived in the US for a short while, and I've lived in other affluent countries. In all those places people have way too much stuff, but Americans have more shit they don't use than anyone else. Who knows why. And it's imperative that it turns up as quickly as humanly possible so they can use it once and then consign it to live forever in a kitchen cupboard.
    • everyones luxuries are individual. I don't know anyone who has no vice or luxury spending.

      Live in the moment. Sure consumerism is disgusting, but it will be far worse in future! And the world isn't on fire, its just america. We can turn our heads away from them and let them learn their lesson in time.

  • Everything is getting worse. Take Shelbyville. Did I tell you about that time I went there...

  • Merry Christmas to me suckers.
  • All this worry about fast delivery confuses me. how many of thees items can be bought at a Physical location in your city. Mail order is something that takes time if your in a rush go to a store. even better go to a Store that is locally owned. Granted you may pay a bit more but you in the long run are helping your community.
    • by Rob Lister ( 4174831 ) on Tuesday December 25, 2018 @08:31AM (#57856840)

      how many of thees items can be bought at a Physical location in your city.

      For me, some of them but not many. Just finding a store that sells a particular brand item can be more trouble than it's worth. At the same price? Almost never. Brick and Mortars have to cover the cost of Brick and Mortar.

      Granted you may pay a bit more but you in the long run are helping your community.

      Best Buy and Walmart are only marginally 'my community'. And no more than Amazon, really. The odds of a Mom and Pop having what I'm looking for is pretty low. And at less than twice the price? Absolute zero.

      • Then ask, do you really need to buy that thing, and that particular brand? Just stop buying so much pointless shit in the first place. If you have so much stuff you want to buy that you can't get within walking/driving/bus/train distance, then that says to me you probably don't need two thirds of that crap.
    • How many things can you buy locally? Well, we have a Dollar General, and that's about all. No, that IS all. (There is a Wal-Mart, but it's still a drive, and the stuff I buy on Amazon is not available at that city locally owned or not.) So it would actually take more time (arrange for day-off, plan route, drive 200+ miles, etc) to get the stuff that you can't get at that Wal-mart at a "real" store. And you'll pay a LOT more than $99/year shipping! Not everybody is in a large city.
    • by Megol ( 3135005 )

      To a first approximation: nothing. Some things could be bought with higher prices and worse quality, most things offered online can't be bought locally at all. That includes the dildos and IoT ovens some idiot drooled about above.

      Not all Amazon customers live in large cities.

  • by Myself ( 57572 ) on Tuesday December 25, 2018 @07:50AM (#57856742) Journal

    Prime has become worse than useless, and it's impossible to find what I want in the search anymore. It's dominated by endless clones of the same item with scarcely-distinguishable gibberish all-caps "names" that all white-label the same FBA and import products.

    I've taken to shopping at eBay, which oddly enough, seems to have a more reliable experience and better dispute resolution. I've never had eBay threaten me when I open several disputes within a short time span, because they can look at my transaction history.

    eBay has their own issues (shopping cart keeps getting slower, and slower, and slower...) but at least the rest of their offering is improving. They actually added a "group similar items" feature to combat the clones that're clogging Amazon.

    Thanks for the reminder. I need to cancel Prime.

    • by Solandri ( 704621 ) on Tuesday December 25, 2018 @01:20PM (#57857952)
      I really think this is Amazon's biggest weakness. If some competing online shopping site comes around with a more effective search, I'd switch. It's why I still buy most of my computer components from Newegg instead of Amazon. Newegg's search works, and helps you easily eliminate products you're not looking for. (You just have to make sure to set Newegg as the seller to filter out all the crap reseller offerings.)
  • Amazon behaves like the world is the USA ignoring local laws, they do not pay their workers properly, fight unions, works council and other worker representation in their company, they pressure delivery services and personnel, they pressure cities to commit to their needs and pay subsidies. Really, do not shop there. Shop somewhere else.

    • by prefec2 ( 875483 ) on Tuesday December 25, 2018 @07:59AM (#57856762)

      s/their/there

      I hate auto correct. Its inventor should go to hello. Also why is there no edit button /.?

      • Also why is there no edit button /.?

        Because there is a preview button, which is better for everyone else, if not for you.

    • Amazon behaves like the world is the USA ignoring local laws, they do not pay their workers properly, fight unions, works council and other worker representation in their company, they pressure delivery services and personnel, they pressure cities to commit to their needs and pay subsidies. Really, do not shop there. Shop somewhere else.

      Keeping prices low by keeping overhead low through cheap labor and telling useless unions to fuck off sounds like good business.

      For a person with no marketable skill, some money is better than no money. We're at a point where unskilled workers can either work for cheap or replaced by automation.

      Leveraging demands on the USPS, which is an incredible failure for an organization that functions as a national monopoly, sounds like the average taxpayer getting more for their money than they might otherwise.

  • Anecdotally, it has been the same for me as it has been for years. Shipping was timely right up through Christmas. The fact that Prime has been "diluted" to offer even more things to its members is, anecdotally speaking, a good thing. Using your terminology, a "concentration" of Prime that removes features, like music streaming or unlimited picture storage, would be a good thing then to you? Anecdotally of course.

    Maybe you're using and relying on Prime more, and thus you are more sensitive to any and ev

  • Amazon Prime is unsustainable. If you think your Prime subscription (which also includes content services) or the little extra you pay at checkout to have Prime next-day shipping (or even two-day shipping) covers the cost of that shipping, you are deluding yourself. This was a case of Amazon "dumping" the service to grab market share. Up until now we knew about product dumping, Prime was the first case of shipping service dumping.
  • Works fine for me (Score:5, Informative)

    by JBMcB ( 73720 ) on Tuesday December 25, 2018 @08:46AM (#57856886)

    My wife bought a few of the kid's Christmas presents and they showed up on time. Last-minute I bought a heating pad for my mom that showed up right on time, and that was on Saturday. Beyond that my wife likes the shows on Prime Video, and I've been watching Mr Robot and Endeavor.

    Last year I ordered a set of knives (that apparently you can ONLY find on Amazon for some weird reason) for Christmas but used the cheapo shipping to get a few Amazon gift cards. They all showed up well before Christmas.

    I'm sure there have been problems but I haven't seen any.

  • amazon prime is a "pig in a poke" and there is no shortage of suckers to buy in to it

    it is sort of a racket, its like a long line at the grocery store but the store manager is accepting payola to get cuts in line at the cashier, i only use amazon as a last resort if i cant find what i want elsewhere, and since walmart has a much bigger brick & mortar presence and their own fleet of 18 wheelers it just makes walmart better at shipping in terms of both faster & free shipping, and walmart made their
    • I love how the other two comments are right, but voted to negative to be hidden, while chucklenuts here has a 2.

      Sorry "Fly Swatter" people pay for Prime. They pay to have their stuff sooner. They don't have to "grow up" because they have. Paying to expedite things is part of that being an adult. Not getting what you paid for gives you the right to complain, and it doesn't make you immature.

    • Prime customers are grown up. "I want it now, and I'm willing to pay extra for it."

  • And you're the fish. First they hook you, then they play you.

    If you keep preferring Prime even as they back off on the initial promise of convenience, then they still have wiggle room to play you.

  • I'm glad I'm not the only one noticing this happening. Not only do my packages arrive late at times, but I thought I was crazy: I look at "free 2 day shipping" and see a date that's often 4 days away. Free 2 day shipping rarely means 2 day shipping anymore.

  • NOBODY is special.
    The amount prime members is so great now , its become the low bar.

  • turns out that according to amazon they have never promised two day shipping when you order something. what they do is promise free two business days shipping counting from the time the item ships. an amazon rep in twitter said that to me and it actually made be think of cancelling the service.

    price hikes and the actual lose of benefits such as 20% off game preorders are going to make me think twice.

    what i would like is just a prime shipping ONLY plan for something like 50 bucks a year.

  • by mapkinase ( 958129 ) on Tuesday December 25, 2018 @02:08PM (#57858150) Homepage Journal

    My motto is: never subscribe to anything if there is an alternative way, so I always pick the Free Shipping option (usually arrives in 1-2 weeks).

    Half of the time a very expected thing happens: it arrives significantly earlier.

    The reason for that is that the delivery times for Free Shipping are artificially exaggerated to cover potential delays further than required by business.

    Nobody is going to store your items longer than necessary because as Quentin Tarantino said: "This ain't storage for Amazon items"

    Ditch Prime. Use free shipping when offered, use cheapest shipping always.

    • Comment removed based on user account deletion
      • 'no matter how you say "But look at my calculations", because all you see is the prices on their website, not what their profits are. So a real comparison is not possible.'

        Their profit is economically irrelevant to me. What matter is the value I derive from what I purchase with respect to the prices I paid.

        It is completely plausible that both the seller and the buyer are benefiting from the transaction. That's how capitalism works.

  • There are enormous amounts of counterfeit items being sold as Prime items. It's supposed to stop that. They're supposed to be checking them out. It's just a low/no effort lie. I can't wait until the FTC drops the hammer on them for their many monopoly violations involving Prime's integration at other sites.
    • by bongey ( 974911 )

      Amazon isn't doing crap about counterfeits. I contacted them two times and talked to at least 6-8 reps about fake footmaster leveling casters.These are fake and they are still there https://www.amazon.com/Happybu... [amazon.com] .

    • lol @ relying on government to solve your problems. There's no money for politicians in cracking down on Amazon. Letting the market sort this out is the only realistic option. Vote with your wallet.

  • Bezo's created Amazon and did a good job for the first 20 years of creating a customer first culture, but he always had to fight investors and a general business climate that said he should avoid pushing profits into new infrastructure and and return them to shareholders.

    It's obvious that he was wounded with the failure of the fire phone, and Amazon's retreat from everything android.

    Alexa and buying Whole Foods are the only real advancements of the last few years.

    Everywhere else, you can see that Amazon is

I'd rather just believe that it's done by little elves running around.

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