Phil Robson

I’ve been an Amazon customer since 2004 and a Prime member since 2019 — but lately, the “Prime” service feels more like a game of chance. For at least four years, I’ve been reporting the same issue: drivers fail to ring, knock, or call — they just hover on the map, then drive away.

Despite detailed access instructions on my account and repeated requests not to send me pick-up point details (I cannot use them), I still get the same scripted messages about collection points instead of anyone addressing the actual problem.

As someone who is disabled and works from home, this isn’t just inconvenient — it’s exhausting. I never feel settled until my parcel actually arrives… and all to regularly now, it doesn’t. The stress builds every single time I order.

I even try to “game the system” by adding extra items (sometimes requiring signatures) just to increase the chance a driver will actually deliver — an expensive and unreliable solution.

Trustpilot’s own review summary says many customers experience the same thing: ignored instructions, packages left in unsafe places, and poor follow-up from customer service. This is not a one-off complaint — it’s a systemic problem.

Under the Equality Act 2010, service providers must make reasonable adjustments for disabled customers. Amazon is not doing this, and the result is that I am repeatedly excluded from receiving goods I have paid for.

Amazon needs to take this seriously: investigate local delivery failures, respect accessibility needs, and stop sending scripted replies that solve nothing.

Just upscale those drone deliveries Amazon.

I would draw Wayfair's attention to the Accessibility Act 2010:

Delivery companies and the accessibility act of 2010

Delivery companies are required to comply with the Equality Act 2010, which mandates that they make reasonable adjustments to their services to ensure accessibility for disabled customers. This includes providing accessible return methods and ensuring that their return processes accommodate the needs of disabled individuals.

Retailers and delivery companies have been urged to improve their services to make shopping easier for disabled customers, as many face challenges when trying to return items due to lack of accessible return methods.

The Act provides a legal framework to protect individuals from discrimination and ensure that all customers, including those with disabilities, have equal access to goods and services.

Needed advice on curtains, the response was not only fast and very useful Chloe F (my contact) followed up to ensure the information was what I needed, and also reminded me to check current discount had been applied. That made my mind up to go ahead with the multiple purchase.

I have used the company in the past, but based on Chloe's help will definitely be using them again - and would highly recommend - not just for value but brilliant customer care.

This company is a scam, I would never take a subscription out with any company I didn't know.

And I don't know if others have the same experience but debiting from my card on a Friday, hoping I guess I wouldn't notice the payment until too late

If you see a transaction from WWIDEALPDF - check it out.

UPDATE - reported to my bank and money returned same day