Baton Rouge, Louisiana
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After WBRZ reports, Amazon tells 2 On Your Side it has fixed BR delivery issues

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BATON ROUGE - Amazon says its distribution center is getting the hang of things, following reports from WBRZ last week of an overwhelmed warehouse and packages not being delivered on time or at all.

But, some customers say the story remains the same.

Kathleen O'Reilly told 2 On Your Side's Brittany Weiss Monday, she thought she was getting her Christmas shopping out of the way early by ordering her gifts more than a week ago.

"It's been kind of a hassle and a pain," said O'Reilly. "All my Christmas shopping was done."

At least that's what she thought. O'Reilly ordered five items from Amazon that were supposed to be delivered last Wednesday. The delivery date was pushed back to Friday and then again to Monday after the Thanksgiving holiday.

"I was thoroughly expecting it today from the messages I got then first thing this morning I got an email saying, 'the package has been damaged or lost and we're returning it to the sender,'" she said.

As an Amazon Prime member, O'Reilly says she's never had a problem with Amazon before and orders from the company frequently.

At the distribution center off Airline Highway in Baton Rouge, there is a steady stream of what is called Flex drivers loading packages into their personal vehicles for delivery. One driver told WBRZ they get a different route each day and many are having difficulty located address numbers on mailboxes or homes. Another Flex driver said the warehouse is understaffed and the large delivery trailers dropping off packages aren't arriving at the distribution center on time to sort deliveries for the day.

In a statement, Amazon tells WBRZ the process is improving. "We work very hard to deliver on our fast shipping promise, and customer satisfaction is our top priority. The vast majority of deliveries are now getting to customers without issue."

O'Reilly has been reimbursed by Amazon and reordered a couple of her items from the company. She expects them to be delivered by Thursday. If they're not, she might be shopping elsewhere.

"I told them I'm probably going to cancel Prime if they don't get this right," she said.

There are about 250 Amazon Flex drivers working in the Baton Rouge area who are making between $18-$25 an hour. They can deliver up to 48 packages in a four-hour timeframe. Drivers who are unsuccessful at delivering a package might call customers from a third-party number that registers in Seattle and could be (206) 922-0193.

Customers with questions can also contact Amazon Customer Service at (888) 280-4331.


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