I want to share my frustrating experience with Amazon Global Logistics (AGL) in hopes of bringing attention to their mishandling of shipments and lack of accountability.

Here’s what happened:

My freight forwarder handed off my goods to AGL, and the bill of lading (BOL) clearly showed multiple "ship-to" addresses—five in total. AGL accepted possession of my goods, as confirmed and signed on the BOL. Instead of delivering them to the specified 5 optimized spilt locations, they sent everything to a single fulfillment center. To make matters worse, they charged me $1,400 for their error.

Over the course of several months, I opened dozens of cases with Amazon and underwent a lengthy investigation process. Despite the BOL being undeniable evidence of their mistake, AGL's final response was:

“After reviewing the results of the relevant team, we are unable to reimburse you. The cost of your shipment is not eligible for reimbursement, and we are unable to reimburse you.”

No explanation. No accountability. Just a generic refusal with no justification for why I’m being charged for their error.

This isn’t just about the money—it’s about the principle. Businesses rely on logistics partners to fulfill obligations correctly, and when they don’t, the burden shouldn’t fall on the customer. This experience has left me questioning Amazon’s commitment to customer service and their willingness to address internal failures.

If anyone else has had a similar experience with AGL or Amazon, I’d love to hear how you handled it. Any advice on how to escalate this issue further would be greatly appreciated. I’m also considering legal action, as this level of negligence and disregard is completely unacceptable.

Let’s hold them accountable. These kinds of practices shouldn’t go unchecked.

We're looking into starting to use AWD for the holiday season due to capacity restrictions for FBA storage. Can anyone comment on their experience with how long it takes for inventory to move from AWD to FBA when requesting a manual replenishment?

I've spoken with an AWD rep who said it's 2-4 days. But the AWD guidelines/FAQs state 10-14 days:

"AWD Replenishment frequently asked questions

How long does it take for inventory to replenish from the AWD storage facility to FBA?

The replenishments take up to an average of 14 days to move from an AWD center to the FBA network."

I'm trying to figure out what the true transit time typically is?

are other seller having the same issue? this shipment showed delivered oct 4th and yesterday closed without receiving anything

I open a case with seller support and they reply with their template requesting invoices etc

are you joking me? they took my inventory from my supplier in china and was all accounted for, they have my invoices and packing list because thats required for importing, i paid customs and freight charges already and now they want proof of purchase?

something is gotto to change here for me to trust amazon with this whole importing process

Hello,

I created a shipment to go into AWD back in August of this year. Currently, only 14 of 94 cartons have been received. The shipment was sent in via Amazon Partnered Carrier. I opened a case about this and provided the Bill of Lading as proof of delivery, but still no response from Amazon after 5 days.

It’s concerning to me that I have waited 90 days for the shipment to close so I can open a case, and I don’t recieve a reply. Especially when a shipment like this is worth over $150k and could have caused my business to go out of stock.

If someone could pass this along to the proper department, that would be most appreciated.

Thanks,

Aaron

I hope someone here can guide me because I’m facing a serious issue with one of my shipments.

I sent a shipment to Amazon's AWD warehouses, and the delivery was completed on November 11, 2024, at 1:00 PM PST to the IUSJ warehouse. My carrier provided me with a Proof of Delivery (POD) confirming that everything was delivered correctly.

The problem is that the shipment status on Amazon's shipping page hasn’t been updated since it was created on October 8. I contacted support twice and they informed me that there is no Appointment ID registered for this shipment. This left me confused since my carrier confirmed they used the correct Appointment ID, and everything was delivered as scheduled.

Every day that passes without this inventory being synced means I’m losing sales. I’ve tried resolving it with the support team, but there’s still no solution.

Has anyone here faced a similar issue? What steps would you recommend I take to ensure Amazon registers my shipment and processes my inventory? How can I escalate this case effectively?