Amazon Japan challenged by glitches in delivery services
The problem involves only a tiny fraction of the total volume, but Amazon's delivery services, famed for reliability, are being tarnished on Twitter and elsewhere, where customers have complained of goods not arriving on the promised date and of not getting contacted for redelivery.
Besides logistics giants like Yamato Transport, Amazon Japan also works with smaller companies called delivery providers in certain zones, and it appears these contractors are having the trouble with late deliveries.
Yamato Transport, the Yamato Holdings unit that handles the bulk of Amazon deliveries, is no longer willing to offer same-day delivery, and in some regions it has also narrowed the hours when it will make home deliveries.
Amazon Japan has responded by partnering with other companies so it can maintain its level of service. The delivery sector acknowledges, however, that there is a huge difference in quality between Yamato and these alternatives.
In Japan, parcels must be delivered to a person at home and cannot be dropped at the door.
"It does not matter how fast you deliver the parcel if no one is there to receive it," noted an executive of one online retailer. The company has accepted Yamato's decision to narrow the delivery window, believing it more important to make certain that packages arrive to its customers than partner with some other agent with a larger time window.