| Name of Complainant | |
| Date of Complaint | May 23, 2021 |
| 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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Hi Team,
Order# 402-4198995-4131509
I order my office chair on 1st May 2021 that was suppose to delivered to me by 18th May 2021 which it has fails to. I contacted Customer care (Priyanka from Amazon Large Appliance team) on 13th May to address the concern as the product was still on “Preparing for Dispatch status” , this lady is so immature to handle customer queries and ended up blaming me . for the concern I raised.
The product that was showing on 13th May 2021 to me is totally different from what I have ordered on 1st May. When I raised a concern that why my chair images have been changed, this lady blamed me that what proof I have to justify that the product has been changed. She is asking for screenshot from me . Which customer takes screenshot post ordering from amazon? She not only stop there, she mailed me like
“As per our telephonic conversation regarding the order , I would like to inform you that the item that you have ordered same item will be delivered. So if there is any discrepancy with the item you have ordered then kindly share us the image so that we can escalate the issue.”
Amazon is not taking any responsibility for there glitches and started blaming customer if they raise concerns.(Mail and photos attached).
I continuously trying convincing her to please look at the product reviews, what other customers have put and the images and video they shared. That the same product I ordered. She still asks for screenshot and put a blame one me. She ask me to wait for the order till 18th May and assures me until than nothing can be done. I ask to raise a concern to higher official to which she said she cant because they also cant do anything for that .
I have encountered some rude behavior and smell some non technical knowledge of customer care , so I try to cancel the order on the same day, because I need chair urgently and I have already waited 13 days to get it delivered to me and the order is still in “Preparing for dispatch status”. I was unable to cancel the order so I called customer care again , where he ask me that the order cannot be cancelled (same was reflecting in the app) . I can revert the order once it will delivered to me.
Now I cant make new order because I don’t know if it will delivered to me or not . As the item is itself not returnable, only replaceable , I can t take risk to place a second order of chair at the same moment, So I waited.
I again contacted customer care on 16th May as it is only 2 days left for order to get delivered to me and the order is still in “Preparing for dispatch status”, he (Chinmay) assures me to wait till 18th May as before that if he raise a concern ,that concerned team will revert with a answer to make customer wait till 18th and if not delivered than only they can escalate to higher officials .
They don’t know after 16 days where my order is? Is it dispatched or not? From which warehouse it is coming? Until when customer have to wait for there order? They cant even contact seller to help customer knowing there exact status.
They know there system has flaws, They know that something was wrong, even after my proactive behavior of letting the know before hand , they haven’t done anything. In every call they ask me to wait.
Making customer wait till the specified date and not doing anything beforehand is the new amazon way of handling customer problems.
As expected , the order was not delivered to me on 18th may 2021. I again contacted amazon for the same, than they raised the escalation and assures to me to wait for 3-5 business days more to get it resolved and assures me that it will be delivered . I asked them will it be confirm delivered to me? for which they have no answer and cant provide me any confirmation and till 19th may the order was still in “Preparing for dispatch status”.
There is no gov guidelines and restrictions on my address as I have received every kind of products delivered to me from n number of locations(Electronics, heavy items and small items). If there any logistics issues as well than also 18 days wait time is more than enough to resolve that.
In 15mnt interval of chat with customer support 4 new people assigned to me .Is this really a support or just playing with customer time because hearing things repetitive from support guys is really frustrating? When they don’t have answer they end chat and someone new person joins the chat. Is this not mental harassments? (Proofs I have)
Now after 20 days they themselves cancelled my order saying gov restrictions. I can truly understand gov. restrictions and I am not denying the fact that pandemic is ongoing.
But my concern is firstly the improper and non technical behavior of Tech support. Secondly they smartly change the order details and tag different chair as if the customer is blind enough to ignore those and deliver something else .(I have taken a video proof during the call ). Post raising my complain they again attach the same order to my order details but blames me for not providing them with a screenshot. Thirdly does it take 20 days to identify if there is any gov restrictions or not. I have ordered 20 orders in may and only this order comes under gov guidelines, how come? They don’t allow me to cancel order before hand and now they themselves cancel after 20 days.
Amazon ahs harass me to that level that i have to seek help from twitter, being middle class and not having any audience to help me thereby I request Consumer forum to please look into this issue and help me get my product or compensation for the time I wasted talking to customer care and waited for my item. For them it is just a product , for me its money, patience , time and WFH setup.
Image Uploaded by Akshay Bhatt:
