New Mexico 6,
New Mexico,
United States
I live in a rural location almost 40 miles from Albuquerque, NM . I'm in the area surrounded by Native American Reservation Land and we are very rural with no continent stores, gas stations, grocery stores, nothing between us and Albuquerque except 20 miles in there's a route 66 travel center. I have a Prime Account with Amazon and I order a lot from them for years now and we, out here, completely rely on these deliveries for various items. Normally, I've not had an issue with them because there is an Amazon fulfillment truck driver's delivery hub in Los Lunas, right on Highway 6 down from my house and many things come from them there, but I ordered a very important item from Amazon, a bad that's insulated and waterproof for my medication, and it was supposed to arrive July 31st. It was out for delivery on July 31st and I saw the truck in my Amazon app out past me in the Laguna Pueblo area the morning of the 31st of July and it said there were 6 stops before my delivery. I waited, and waited and by the afternoon I looked at the app again and saw the driver has completely passed my exit and neighborhood and went back to Albuquerque, which as I said, is almost 40 miles from here and there delivery then read "there are 9 stops before your delivery" and the deliver time window changed to "by 10pm". I was concerned because it's such a long drive from Albuquerque, one of the largest cities in New Mexico, to Laguna, NM and there's no way you can see the homes or addresses out here at night. No delivery driver or company ever delivers after dark out here and they know not to. As suspected, 10pm rolls around and no delivery of my bag for my medication. So I went to the app and used the chat and got connected eventually to customer service and then again was transferred in chat to the delivery customer service department. I explained the situation to the person there and I was told that he contacted the Albuquerque Amazon and escalated to priority first thing in the morning delivery, as I needed it for the next day. The next day rolls around and again, no delivery all morning. So this time I requested a call from Amazon and received a call from someone who again apologized and then told me he contacted the driver and the driver said they wouldn't be to my house for an hour, that was 4pm, and I explained I would have to leave before that hour was up, so inform the driver to deliver it as usual over my fence/gate in the driveway or in the bag provided for deliveries if it fit, and I went without the ability to properly keep my medication cooled, without the bag. While I was in Los Lunas, I checked the app and once again, I saw the location of the truck and it was right in my small rural neighborhood, in Highway 6 and it said "6 stops before my delivery". I was relieved that it would be there for the next trip to the village so I could keep my medication cool, but to my horror, once again, they did not deliver and sent my package, plus the other two packages that were supposed to come August 1st back to Albuquerque, undelivered. So I called the number back and spoke to another person who told me that they keep putting that they didn't have time to deliver my packages, and she put all kinds of notes in my account, and sent me an email letting me know that I needed to request to speak to the "Delivery Station Supervisor". When I looked at my order on the app this morning, it's telling me now that my order is delayed and I can ask for a refund after the 3rd, however, the other two orders are "out for delivery" for some reason without my medical bag (lunch bag) which I absolutely NEED. I was told to call between 8am and 5pm by the girl the night before, as she said she couldn't get ahold of them due to their hours. So I called at around 8:20 am and got a totally different story again. This time, I was put through to the "Supervisor" and she told me that they put they couldn't deliver due to weather, which was a complete lie as there's no serious weather at all here or in Albuquerque, and she told me they didn't put it on the delivery truck, that it was still at the Albuquerque fulfillment center, and she said she couldn't call them because it was a "small place", but it is absolutely HUGE, so another lie. I tried to tell her how important this bag is because it's for my medication and she basically gave me the run around saying there's nothing she could do, and said that this didn't have licensed drivers at this fulfillment center. I have the recordings and I have screen shots from all three days stating it was "out for delivery" so they cannot lie and say anything different. But essentially, they aren't delivering my packages. I'm very rural and we out here in the Reservation area completely depend on these deliveries, especially for this type of thing that is to keep medication from going bad. I know they are deliberately not delivering my package now because I've been complaining and they get in trouble for this, so I was told. I have never had an issue getting packages delivered by Amazon for years now and even have gotten them in weather before, so this Amazon location is being vindictive and purposely being cruel because it got a complaint. They cannot deliver the city and the rural from the same truck, no one can and every delivery place has a special rural truck for each rural route, however this Amazon is not following normal protocol. There's no way for customers to get ahold of them obviously and if they want to be cruel, they can. This is a danger to those of us who depend on these deliveries for food, medication, bags for medication, heaters for warmth, air conditioning to keep cool in the triple digits heat we've been getting, etc. In other words, they are purposely putting us rural customers in danger.
