Recently I ordered something from Amazon in USA, to be delivered to my address in Denmark. The delivery very nearly failed completely.
First of all, I got a message from Amazon that the carrier had attempted to deliver my package but no-one had been home. Except, we were two people at home at the time.
The message also read that the carrier would make another attempt. So I waited.
Till I got fed up some days later and tried to contact the carrier, Pitney Bowes. Except, Pitney Bowes has no contact information on Amazon’s list of carriers.
But a quick search and I was on their page. Where I could try and track my package, which I did and found that they said it was ready for … pickup. But where? Fortunately, in small print, there was a link to the carrier’s tracking. Wasn’t I already on it?
Apparently not, because that link brought me to a European site where I could see another tracking number and that the carrier was now Bring. But I still couldn’t see where I could pick up the package. So I went to Bring’s site, typed in the new tracking number and was told that they had dropped the package off to pickup right away – no attempt at home delivery – and also they claimed that I had been notified by text and email, neither of which I had received.
Fortunately, I now knew where I could pick up the package so I did. But if I hadn’t looked and tracked the tracking to its end, the package would have been returned to Amazon in a few days.
I can guess how this failed multiple times; one status code wasn’t translated to another across systems, an email address wasn’t supplied to the second (or third?) carrier or the phone number had the wrong country code. Heck, it might even be the wrong phone number, considering how long ago it was I created my amazon.com account.
But it was a system failure.