| Name of Complainant | |
| Date of Complaint | October 23, 2023 |
| Name(s) of companies complained against | Amazon India |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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I ordered a [OnePlus Nord CE 3 5G] on [07-Oct-2023] with the order number [ # 402-5927305-0871561] during the Amazon Great Indian Festival Sale.
The order delivery date was [08-Oct-2023] however the order kept delaying for 8 days to come, I continued following up with amazon customer service during this this time(Total connected calls made : 20], ultimately on [13th -Oct-2023] i was informed that the ordered phone is lost hence it is cancelled.
Below are the order details. (image 1 attached)
I was advised by the customer support team to place another order for the same product and the difference in value would be compensated after the return window is over.
I received this email from Vishal (escalation team) on [13-Oct-2023] at 8:04 PM IST as below. ( image 2 attached)
As promised to me, i tried to place the exact same order with exact same phone exchange however the application errored out saying the exchange offer is no longer available , (image 3 attached)
I then reached out to customer support team again on [14-Oct-2023] at [6:04 PM] (recording can be verified by amazon team if needed) , telling about the exchange issue, i expressed my concern about the exchange offer no longer being applicable hence i double checked with him that even without the exchange offer , will i be compensated for the difference value which would come to be around 8200 apprx, to which he confirmed that i will be able to redeem get this value after the return window on the new purchased product is elapsed.
I purchased the new phone as agreed, I kept calling customer support for next few days for the refund related queries however each time i was told to wait for 7 days to get finished,
Finally i called the customer care on 22 oct 2023, 8:41 PM again as the 7 days had elapsed, This time my call was directed to senior team where he denied compensating the amount for exchange discount (6,300).
I TRIED MY BEST TO EXPLAIN THAT I WAS PROMISED TO BE COMPENSATED FOR 2000(COUPON DISCOUNT) + 6300 (EXCHANGE DISCOUNT) BY CUSTOMER CARE TEAM, HOWEVER I Did not get any resolution.
I also finally asked to return the product and get full refund as i was made a false promise by amazon, to which he told that return window is over,
I also argued that i was told to wait for 7 days, I should have been denied about this much earlier if they wanted to go back on their commitment but all this was of no use,
I am finally sitting at a loss of 8,300 INR. This was by-far the worst experience for me being a Prime member.
Amazon has misled me with false promises , and has failed to provide me with quality customer service.
I feel duped by amazon wrong sales practices. Please help me with the appropriate compensation.
Sincerely,
Vibhanshu Sharma
Bengaluru, Karnataka
