Name of Complainant	Sudhir Kumar Agarwal
Date of Complaint	June 9, 2022
Name(s) of companies complained against	Amazon
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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Text of Complaint by Sudhir Kumar Agarwal:

Name of the Company – Amazon

Product – SAMSANG galaxy S20SE 5G mobile

Order no. – 171-0005127-7049100
Date of purchase – 06 March 2022
Amount paid – Rs. 39,990

Purchased Samsung mobile Online from Amazon on and faced heating problem . Amazon was requested to replacement but company first agreed to replace then denied later and agreed to accept return and refund. The IMEI1 and IMEI2 codes as printed on the Box of returned Samsung Galaxy S20 FE mobile phones under question was as under :

IMEI1 : 352659953097836

IMEI2 : 352963923097839

It is requested to kindly arrange to track the location of these to find out the truth as to where the mobile phone in question is lying at present and in whose custody. As Penny Wilson, Executive Customer Relations of Amazon.in through email dated 13 April 2022 informed as under :
It is unfortunate that we have received the incorrect item in our returns center. If you would like to send the correct item back we would gladly refund you. Until then, I am sorry there will be no refund issued.

This means that the Amzon.in categorically stated that they have not received the item Samsung Galaxy S20 FE 5G (Cloud Navy, 8GB RAM, 128GB Storage) which was duly returned by applicant to Amazon Pick-up boy on 27 April 2022. It may be noted that the Amazon Pick-up boy called me from 01414721444 on Apr 27, 2022 10:59:02 informing me that he has to pick-up 2 items for return. Actually at that point of time I had 3 items approved to be returned to Amazon namely:- i) Cellular -Phone -Samsung Galaxy S20 FE 5G (Cloud Navy, 8GB RAM, 128GB Storage) Order ID 171-0005127-7049100 Value INR 39990.0 This was picked up on APR 27, 2022 the pickup boy refused to give me a receipt but allowed me to take a photo of his return slip, copy can be provided.

ii) Cellular -Phone Case Order ID 403-2273158-0814738 Value INR 145.0 This too was picked up on APR 27, 2022 simultaneously. Amazon issued a refund of Rs. 145.0 for this item, very promptly.

iii) Etechnic Samsung Galaxy M33 5G Flip Case Order ID 403-6362155-2146751 Value INR 199.00 Note: This item was not picked up till date by Amazon. Amazon Pick-up boy entering house at 11-00-24 Hrs of dated 27.04.2022 photograph of CCTV footage can be provided. Note: After thoroughly examining the original box containing Samsung Galaxy S20 FE 5G (Cloud Navy, 8GB RAM, 128GB Storage), including IMEI numbers of the mobile phone and other item (Cellular -Phone Case ) the Amazon Pick-up boy left my house. While leaving I asked him to help me in returning the third item for which return request was accepted earlier by Amazon and I also wanted to return him the Plastic envelop in which the mobile box was delivered to me with a wire but he did not stopped and went very hurriedly. Amazon Pick-up boy leaving house at 11-11-11 Hrs dated 27 Apr 2022 photograph of CCTV footage can be provided. This will help finding out the truth and deciding the punishment to the guilty and his team.

It is worth mentioning that Penny Wilson Executive Customer Relations of Amazon.in denied receipt of Mobile set through email dated 13 May 2022 and on 14 May 2022 refused to consider evidences reported to him and denied further correspondence in the matter but contrary to this earlier Ms. Swati of Amzon.in Customer service confirmed thrice on 27 Apr 2022 about pickup of Mobile through emails. Thus the mobile was in the possession of Amazon from 27 April 2022 to 13 April 2022 but Penny Wilson, Executive Customer Relations of Amazon.in should not have refused to provide refunds for the same item.

The Details of Ms. Swati of Amazon.in emails are as follows:-

27 Apr 2022, 6:18 pm

Ms. Swati from Amazon.in vaguely confirmed about pickup of order (not mentioning name of the item picked up by Amazon.in) as under :-

Message From Customer ServiceHello Sudhir kumar Aggarwal,

I am Swati from Amazon.in

As per our last conversation, I would like to inform you that your last order no #171-0005127-7049100# has picked up under this tracking id (624679107213).

As the pickup is done , once the product reach the warehouse, we will initiate you the refund. I hope till then your issue will be resolved.

Thank you for reading this email.
Thank you contacting us.

I hope this will help you.

(Pickup) – Prepaid by Seller (624679107213)
Warmest regards,

Amazon.in

*****

27 Apr 2022, 6:32 pm

Ms. Swati from Amazon.in specifically confirmed about pick up of Mobile under question as under :-

Your AccountAmazon.inMessage From Customer ServiceHello ,

I am Swati from Amazon.in

As per our last conversation, I would like to inform you that your last order no #171-0005127-7049100# Samsung Galaxy S20 FE 5G (Cloud Navy, 8GB RAM, 128GB Storage) has picked up under this tracking id (624679107213).

As the pickup is done , once the product reach the warehouse, we will initiate you the refund. I hope till then your issue will be resolved.

Thank you contacting us.

xxxxx

She ( Ms. Swati, from Amazon.in ) further investigated for about three and half hours and confirmed about specific pickup of the mobile on 27 Apr 2022, 10:02 pm as under :-

27 Apr 2022, 10:02 pm

Hello ,

I am Swati from Amazon.in

As per our last conversation, I would like to inform you that your last order no #171-0005127-7049100# Samsung Galaxy S20 FE 5G (Cloud Navy, 8GB RAM, 128GB Storage) has picked up under this tracking id (624679107213).

As the pickup is done , once the product reach the warehouse, we will initiate you the refund. I hope till then your issue will be resolved.

Thank you contacting us.

I hope this will help you.

Thank you for your inquiry. Did I solve your problem?

If yes, please click here:
http://www.amazon.in/gp/help/survey?p=A3MMXV68TF4OJY&k=hy

If no, please click here:
http://www.amazon.in/gp/help/survey?p=A3MMXV68TF4OJY&k=hn

Warm regards,
Swati Dhuria

Amazon.in
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