| Name of Complainant | |
| Date of Complaint | May 19, 2022 |
| Name(s) of companies complained against | AMAZON INDIA PVT. LTD. |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
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I had ordered (Order# 405-0623079-8386729) the one plus mobile on May 16 afternoon with Rush Delivery by paying extra amount of Rs.175 as i needed the phone in urgency. The delivery was said to be on the same date i.e May 16, 7 p.m. – 10 p.m. Even though the order reached the final delivery station, I did not receive the delivery as in the mentioned time(7 to 10pm of 16th may), hence called the customer care agent the next day morning 17th May. The agent asked me to wait till evening 8pm of 17th may as per the Amazon policy they have a buffer time of 24hrs for the delivery. Waited till 8 pm of 17th may and then again contacted to customer care. The agent name Suyash B told that as the buffer time is completed and delivery not happened , he can initiate the refund or Replacement. I told the agent that I need the product at any cost and not seeking for refund. Mr. Suyash asked me to wait for another 24hrs till 18th May EOD and he would be following up the case.
On 18th May, around 11- 11:30am agent Mithila G gave us WRONG INFORMATION that they received email from the delivery HUB that the product will be delivered by 2:30pm & I need to wait for the order for some more time and when asked to send the same email to me as proof, she rejected it saying its internal and cannot be provided. So I waited till 3 pm thinking the product will be delivered.
Around 3:30 pm I again contacted the customer care as the product not delivered yet. Senior Agent, Mr Bhavya C checked and told that there was no such email sent from delivery hub and previous agent Mithila has miss-communicated. I HAD CLEARLY TOLD HIM TO INITIATE REPLACEMENT & not to initiate refund. Even after telling him repeatedly he cancelled my order and told that after 4HRS I will come to know the status of replacement.
After an Hour another Agent (Suyash B) calls and tell that the order has been cancelled and refund is initiated and there is no replacement available. Previous agent Mr Bhavya has cancelled your order and he will escalate this issue to higher management.
Later I spoke to final escalation point Mrs Diksha M and told that because of the miss information provided by the Amazon team and Mr Bhavya cancelling my order even after asking him not to cancel, I had completely wasted my 2days of time and mental peace chasing the agents. She told that she cannot do anything from her end and her behavior was totally UN-acceptable and taking as granted. Being in the final point of escalation, she is not at all ready to help me out and help me in getting the order delivered within a day or 2. if I put a new order of same product.
I could see in the order tracking that the product was in the delivery hub by 10:30pm on 16th May 2022 itself and the amazon is unable to deliver it to customer even after 48hrs of time. I feel that I have been victim to the fake order by amazon and false info by the customer care agents.
I sincerely request to understand my undergoing of harassment chasing the agents (wrong information provided by the agents ) , waste of time and loss of mental peace. I request an compensation (not an refund) for this false & fraudulent act by amazon india pvt ltd for taking the consumer as granted
