| Name of Complainant | |
| Date of Complaint | July 3, 2021 |
| 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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On June 23, 2021, I have placed an order of CRI Pumps Stainless Steel Submersible Pumpset from Amazon as prepaid order through my Credit Card worth Rs.16180.
On June 27, 2021, A delivery person was on my door with a delivery that was received by my father and before I can meet the delivery boy the person delivering the item marked it as order completed. I asked him after seeing the package that this is not the correct package as this is a very small package (merely the size of a mobile phone box) and I have ordered a submersible pump which must be heavy and large in dimensions. He told me that this is what he has been given by the fulfillment center and it has the correct name and address on which part he is correct the box has my name and correct address on it. I immediately called customer care and reported this incident to them like I have been delivered something I am not expecting at all. They told me to open the box and send them a picture of the item contained (till this point I haven’t opened the box, and on opening the box it contains a LED indicator light) so that they can create a wrong item delivered issue. So I opened the box and took a few pictures and sent those all to the link provided by the representative. I have made a video of the delivery boy along with that package as the product seems to be incorrect to me and as a precaution, I created a video so when I told this the representative he said to send that video as well through email. So I sent that as well to them. The Representative said that this is a matter of investigation from our side to see where the issue is and why the product is incorrect and can take around 5days, in between, there will be a call from the amazon investigation team who ask you few questions regarding this delivery so you need to respond to them as well. I agreed and he said within 3-5 days you will either get your money back or a replacement.
On the next day 28th June 2021, a representative from amazon called me and asked few questions like is the box tempered or the package is incorrectly mentioning the name and address. I responded to all the questions he asked. He said I have to submit my report to amazon and you can track it after 3 days.
Today 2 July-2021 I called customer care in order to track my investigation status and after describing everything to the representative he connects me to his senior or another teammate to handle my query.
I explain him to my issue regarding that pump and he said that we have investigated and there is no issue from our side as we delivered the correct product to you and it is you who is trying to cheat on Amazon. At first, I was in shock by the rude and unprofessional attitude of the representative and asked why he said this.
He told me that:
We have closely monitored your account and found multiple missing item complaint from you recently and due to which we concluded that you are committing fraud on us.
I asked him to explain and he said you have recently reported missing Sooji in one of your orders and a vegetable in another one and now this pump is missing. You are trying to cheat and create a fraud on us that why you are not going to get anything from us and we are going to close your Amazon account as well.
I replied that yes the items are genuinely missing and as they came in a box packaging and delivered in this covid time so when I opened the box and found something missing then where I have to complain about that? I have ordered 80+ items this year mostly from the pantry worth Rs2ok+ and out of it if a Sooji packet (costing Rs.50 or a vegetable of Rs.20) is reported missing them I’m in whole considered as a fraud? If I being generous and not returning the complete package that person is delivering in this Covid pandemic is that my side of fault? If an item is missing where I have to report that? But that representative responded again in a very rude manner:
This I what I have to say you are committing fraud on us we are going to close your Amazon Prime account as well and do hell with your video, image proofs we don’t consider them and if you want to file a case against us then go and file one we will reply everything there and hang up on me.
Please help me out. I don’t know how to proceed further and the product returning window is also going to close soon on 9th July 2021.
Attached is the screen capture of the product ordered.
The picture was taken at the time of delivery.
Please help me out on this.
Image Uploaded by Anubhav Jain: