| Name of Complainant | |
| Date of Complaint | February 4, 2022 |
| Name(s) of companies complained against | Amazon India |
| 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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Dear Team,
This is to express my concern with how you guys are misleading us and taking customers for granted.
I am addressing this to all the senior stakeholders who are working for the betterment of this organization. I don’t know if I will be getting a call or a revert on of this email, since none of my emails were addressed in the past as well, however, I am making an effort once again.
From the associates to the leadership team members all are misleading us.
We, as your prime customer, proactively called up Amazon to check wheater or not we can exchange our existing device whose display is not at all working, and the call landed up with Mr. Abhishek (Associate at Amazon), he clearly highlighted on the call that YES, we can do so and can place an order, learning this exchange policy from him we went ahead and placed the order successfully. (Please find the call recording of the same in the below G-Drive Link).
Now when the delivery executive came for the delivery, he clearly denied exchange and went, he was very adamant and rude to us. Now linking to this, we wrote an email on the same, with the call recording, however, we didn’t get any response apart from the automated response that some will get back to us within 6hrs, and no one really called up or replied to our email.
Now, to check the status of this email, we again tried reaching Amazon via call, and this time we connected with a lady (forgot her name, however, we have the call recording with us, please refer to G- Drive link) She again highlighted that, YES, we can exchange this device and this time she has raised an internal request to the delivery team and the order will be delivered and adding to this, she also mentioned that she will give me a follow-up call by 7 in the evening (22nd Jan 2022) to check wheater the delivery is successful or not, however as expected, no one called up!
Now, linking to the above conversation, we were expecting a delivery person to come up by 7 and do the needful, however, we did get any call from the delivery executive so we called up Amazon once again to check, now this time we asked the associate to please connect us with senior stakeholder as this issue is now being repeating in nature, so the call landed up to Mr. Ashiq (Senior Leadership Team), we again explained him the whole conversation and he also clearly mentioned that if the display of the phone is not working at all then also, at the moment it is covered under our policy and we will exchange it for you and that we will personally follow up and will close this within next 24 hrs, and he emailed us same. (Please refer to the attachments for the email and G-Drive link for call recording).
Now, at around 7:45 in the evening, the delivery executive came and he again mentioned that the phone will not be exchanged, please speak to the Amazon Team. We mentioned about all our past calls and emails with Amazon but he was not ready to understand. (Please to the G-Drive link for the recording).
After speaking with the associate and leadership team members in length, who gave us 100% assurance that they will make this delivery happen without any hassle, so we were counting on that, however, nothing changed for us in the reality.
so linking to that, we again called up Amazon (8:15 pm around on 22nd Jan 2022), and this time we connected with Ms. Poonam (leadership Team), we again mentioned our case to her, she also assured us that this delivery will be facilitated successfully in the next 24hrs and that she will be following up personally and will close this issue. (Please refer to the attachments for the email).
Now, after this conversation, when I saw the Amazon App, the status of my order was showing canceled, which we never did, so we again called up Amazon, and this time we connected with Mr. Fredrick Isaac JS (senior leadership team), we again explained to him this issue, however, this time we were surprised to know that the information provided to us with respect to the exchange policy was wrong and that this device which we wanted to exchange doesn’t fall under Amazon exchange policy and so the delivery partners have canceled this order and shipped the item back to the seller, listening, to this we lost it, are we clowns, who are proactively following up with you guys and wasting our time and energy! After talking to 2 associates and 2 senior leadership team members, if we are getting an assurance that Yes, our order will be delivery successful and that it is covered under Amazon exchange policy, how can the policy change in a couple of hours and suddenly as a team you change your commitment and assurance?
Linked to the above incident we asked, Mr. Fredrick Isaac JS (senior leadership team) to connect us with his higher up as this is the ground reality and why does a customer suffer because of you (Amazon) communicating the wrong policy and giving multiple assurances at all the levels that this is covered under the exchange policy and it will be delivered successfully.
And to highlight, this order was a special gift and had to be successfully delivered on that date which was mentioned by Amazon, but that didn’t happen. Very dishearting
so he mentioned on the call that his floor manager will be to calling us back within 24hrs to further understand and shall work out a resolution for the same. (Please refer to the attachment for the email)
The above-depicted case is the ground reality team and we really value meaningful relationships, moreover, trust is built over years and this incident of yours has ruined it up. We never expected such culture and values from Amazon. We are still waiting for the call from your Floor Manager, however linking to our recent experience, we are in dilemma, hence documenting this over the email so that it reaches the higher-ups and hoping that someone from them can resolve this for us.
All we need is to address it in a constructive manner, and that the order reaches out successfully to us, as committed and assured by the Amazon team over the email and multiple times over the call.
IMP: G-Drive link to all the call recordings: https://drive.google.com/drive/folders/1AUajiYoLxuhlodpckjaI15aRK6FuzdHY?usp=sharing
Regards
Shubham Chopra
