| Name of Complainant | |
| Date of Complaint | January 13, 2024 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Chronological order of events below:
– Received sofa on Sep 24
– Returned sofa – Discovered that the sofa dimensions did not match the picture on Amazon’s website
– Seller attempted to convince you to keep the sofa, promising a replacement with the next order. We confidently said, we trust in amazon (whatsapp chat as evidence)
– Kept following up to return pickup. Seller delayed asking address for return pickup
– Raised AtoZ claim on Oct 9, it was closed on Oct 12 for some reason, spoke to amazon team again and reopened on Oct 12
– Finally, managed the return pickup on Oct 27 (recorded a video to show we didn’t do any damage to the product). I kept following up for refund and amazon to seller
– Received an email from the A-to-Z claim on Nov 10 requesting shipping carrier details and tracking number
– We called amazon and I was informed by Abhilash from large appliance team that its an internal email, don’t worry you will get you refund in 2-3 days
– There was no place to update on AtoZ claim page hence on top right corner in “View Message” updated that seller picked the sofa and I was not provided with any details
– We kept following up and amazon support team kept sending him emails with no response
– AtoZ claim was closed without asking or informing us on Nov 13.
– We continued to follow up and today and we were told that AtoZ claim is closed and the only option now is to wait for seller to refund
– On Nov 21, I spoke with Souvik and conveyed that I had received an email stating that the seller had closed the refund request. Souvik mentioned that he escalated the issue to the backend team, and they will also open the A-to-Z claim. He advised waiting for 2-3 days and he will call to update which obviously didn’t happen.
– On Nov 26, I was disconnected by 10-15 agents today. Spoke to Meenakshi, she mentioned that she can’t find any escalation from Souvik, now she is initiating an escalation for resolution and asked to wait for 5 days (Dec 2) and she will update
– On Dec 2, Minaxi (escalation team) called to update that there is no response from the backend team. She suggested sending an email to the atoz-guarantee-no-reply@amazon.in which bounced back and the only other option is to open the AtoZ claim and I sent her the screenshots of no option to reopen or provide update/respond to the claim and the bounced back email to send it to the backend team for recommendations.
– On Dec 8, Minaxi again called to update that the backend team has asked me to reopen the claim request. I have requested her to send it back to the backend team again to tell them that the customer is not able to reopen or provide an update/respond to the claim. What should be way forward? She will call back with an update by Dec 15th.
– On Dec 13, I tried 8707851216 however no one responded, after that called 180012001571 and then I was transferred to Swati from the escalation team. She also has the same resolution that they will send an email to the seller (who has not responded even after the amazon team reached him multiple times). I requested to provide my number to the backend team to resolve the issue. Awaiting resolution in 2-3 days
– On Dec 13, we received an email from the seller asking for a return receipt to process further. And we responded “It was your team who picked up the the sofa and they didn’t share any details. However, they confirmed that the sofa was sent same day to you through your transportation. Sharing the messages for your reference and also I have a video of return pickup but it doesn’t allows file size more than 10 mb.”
– On Dec 20, it was 7 days since we responded to the seller and there was no response hence we called again 180012001571. After getting disconnected a couple of times by a large appliance & escalation team, finally we spoke to Niharika, who again sent an email to the seller but also suggested & confirmed that if the seller doesn’t refund, call us back after Dec 23rd and Amazon will refund the amount. Hoping to get the refund.
– On Dec 26, spoke to Rahul who assured that he is raising a priority escalation and will update 3-5 business day.
– On Jan 1, Rahul called and we missed his call. Called the same number again in hours time but was not transferred to him as its not possible and Rahul never bothered to return the call after that. Spoke to someone else again an assurance that he is sending an email to seller and I should wait for 3 business days.
– On Jan 10, spoke to Shreya and she took all the information and assured to call back which of course she did not.
– On Jan 17, had a conversation with Tanya (escalation team) and again we have been told that priority escalation is raised and also message sent to backend team to resolve. We have been yet again asked to wait for 3-5 business days.
Note – there are following 2 options:
1. Seller refunds, which is not going to happen because amazon has been sending emails and he has not bothered to revert for more than 110+ days.
2. AtoZ claim is reopened by amazon because we have escalated this earlier. We have not withdrawn the claim and we don’t get that option to reopen or provide any update the AtoZ claim for this order.
