| Name of Complainant | |
| Date of Complaint | July 28, 2022 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | Utilities |
| Permanent link of complaint | Right click to copy link |
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I have ordered a refrigerator during the sale on 24th Jul 2022. The item was supposed to be delivered on 26th Jul 2022. However, the item reached my house at a good condition but was taken away as the delivery person did not have a exchange request with him. So he mentioned that he will take back the product and get it when he gets the exchange request.
Today, 27th Jul, I received a notification that the product has been cancelled and refund is processed. I, immediately called up the customer care to understand the reason for cancellation. The customer support team informed that the product was damaged during shipment and hence returned to the seller and cancellation request has been raised.
I informed them that, I shall wait until I receive the new product and I don’t want this to be cancelled. However, I wasn’t satisfied with the reply so I requested my call to be connected to the escalation team. I spoke to Ms.Diksha from the escalation team who was not ready to hear me out and went on saying that she cant do anything. What is the purpose of an escalation team when they cant provide any alternate solution ? She was truly not bothered about customer satisfaction and refused to either connect my call to her higher authority nor provide solution.
I was surprised to hear from the escalation team that Amazon brand doesn’t bother about customer satisfaction. I have taken prime membership and waited for sale day to order the product. But for the mistake that was at amazon end, should the customer pay extra amount to buy the same product now ? Now the same product is Rs.7k more than what we paid. So this is what we get when we waited for sale day and buy the product ? I went through mental disturbances because of issues at your end and ineffective customer care support.
Customer satisfaction is the key for any business. Amazon like big brand definitely care about the customers is what I believe. But because of their careless logistics and least bothered customer care resources, we are having a very unpleasant experience.
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