| Name of Complainant | |
| Date of Complaint | June 27, 2020 |
| Name(s) of companies complained against | Amazon India |
| Category of complaint | Home & Garden |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Ref: ORDER # 402-1602916-7755542
My brother had a very bad experience with Amazon. We never expected this from Amazon. I recommended Amazon because of my previous experiences.
I am surprised to know that the relation between Amazon and sellers (who sells through Amazon) is very bad. It affected me as a customer.
I had ordered for 3 Chikku plants and 1 Litchi plant on 8-6-2020. As per Amazon, I should be receiving it maximum by 23rd. I waited till 23rd but I was shocked to see that Amazon just refunded my order value. When I contacted them, they just asked for an apology and asked me to place the order again. I was thinking that the plant might have got damaged while transportation and hence they can’t deliver it to me. I just agreed to shop for it again. Surprisingly the price was much higher. The original price was Rs. 185 for chikku plant and for litchi plant it was Rs.170. It was increased to Rs. 199 and Rs. 300 respectively.
When I contacted Amazon, multiple advisors are saying that the price can fluctuate as it is managed by the seller and I should contact the seller and request them to reduce the price.
First of all, I paid Amazon and I don’t know the seller. Amazon accepted my money, showed price, showed the delivery date, and hence I ordered it thinking that Amazon has the responsibility to get my product delivered.
Amazon is saying that the delivery was done by the seller directly and I should contact the seller for that as well.
If the delivery was completed and I am ordering it again, I can agree with the price hike. If the order is not delivered as per the schedule and refunded without asking me, Amazon should have the responsibility to get the product delivered to the customer for the original price without even taking delivery charges.
If Amazon can’t ensure the delivery and price, how can a customer trust Amazon and buy something? Initially they will accept payment, display delivery date, then after 10-15 days return the same money and say sorry. Customer should buy the product with the new price. This can repeat again as well and no guarantee on that. Please find below the chat conversation.
Messaging Assistant | Customer Service
Let’s see. Could you select the item you’re looking for from your recent orders below?
11:25
11:26
Messaging Assistant | Customer Service
We started the refund process on Tuesday, 23 Jun. The refund will get credited to your original payment method within 7-10 business days.
To know the latest status of your order, please visit the ‘Your Orders’ page.
11:26
I need more help
11:26
Messaging Assistant | Customer Service
Can you tell me a little more about what you need help with?
11:26
Why the product is not delivered and refunding the money?
11:27
Messaging Assistant | Customer Service
Thanks.
How would you like us to contact you?
11:27
Chat with customer service
11:27
S
SAVITHA HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
Savitha | Customer Service
Hello Govindan
This is Savitha here to assist you
11:27
yes, I want to know why the product “Shubham Nursery Buy Online Chikoo (Chiku) or Sapota Hybrid Grafted Variety Tree Live Plant Sapling Online in India” is not delivered to me
I want to know the status of “Coconut Lagoon Tropical Rare Dwarf” Litchi Chinensis” Lychee Fruit Plant – 1 Healthy Plant” as well.
11:28
Savitha | Customer Service
Upon checking I see that the order stauts shows as undeliverable and the exact reason is not shared for the same
And refund has been processed
Kinldy apologise for this inconvenience
I will forward this request to our relevant team now and will inform them to find the exact cause.
We will make sure this kind of issues will not be repeated again.
11:29
do you think it is right thing to do? making your customer wait for so long and processing refund and making customer to wait for 7-10 business days for that also?
11:30
Savitha | Customer Service
Please accept my sincere apologies for this situation.
I can see that you relied on us to deliver this order in time and clearly, we’ve let you down.
For sure we will take necessary steps to avoid this issue
11:31
I can understand that delivery may not happen as per promise always.
Now expected 23 June – 28 June We’re sorry your package is late Please wait till 29 June, if you still don’t have it by then we’ll help you out. Was expected today
the above message was shown to me yesterday night.
should I wait for the product till 29th or wait for the refund?
7 days from today will be 30th 7 business days will be after that.
11:34
Savitha | Customer Service
I see that refund has been issued for this order today
Total refunded:Rs.355.00
You will get refund confirmation mail within 24 hrs.
It will take up to 5 business days for the refund to reflect in your bank account.
For sure refund will be credited to your account without any issues
and would reqeust you to place new order
and we will make sure the new order will be delivered without any issues like this;
I’ll be glad to assist you if you have anyother queries.
If you need any further assistance, please get back to us at anytime. We will be happy to help you. Have a great day.
11:41
SAVITHA HAS LEFT. THANKS FOR CONTACTING AMAZON!
Messaging Assistant | Customer Service
Hi! Thanks for contacting us. I’m Amazon’s chat helper.
Rain Forest Coconut Fruit Plant Dwarf Variety DxT Coconut Tree Huge Production Healthy Hybrid Plant
Is this what you need help with?
14:48
I have a different problem
14:48
Messaging Assistant | Customer Service
What do you need help with?
14:48
Something I ordered
14:49
Messaging Assistant | Customer Service
Let’s see. Could you select the item you’re looking for from your recent orders below?
14:49
14:49
Messaging Assistant | Customer Service
We started the refund process on Tuesday, 23 Jun. The refund will get credited to your original payment method within 7-10 business days.
To know the latest status of your order, please visit the ‘Your Orders’ page.
14:49
I need more help
14:49
Messaging Assistant | Customer Service
Can you tell me a little more about what you need help with?
14:49
My previous order was not delivered and I received the refund. Though it is unfair, I can understand the situation and it is fine for me. Amazon advisor requested me to place a new order but the price is very high now.
14:51
Messaging Assistant | Customer Service
Thanks.
How would you like us to contact you?
14:51
Chat with customer service
14:51
P
PARITOSH HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
Hello Paritosh
14:52
Paritosh | Customer Service
Hello Govindan. Hope you and your family are safe in the pandemic.
14:52
Yes.
14:53
Paritosh | Customer Service
As I checked you want to know about the pricing of Coconut Lagoon Tropical Rare Dwarf” Litchi Chinensis” Lychee Fruit Plant – 1 Healthy Plant ?
14:53
Yes, the price of “Coconut Lagoon Tropical Rare Dwarf” Litchi Chinensis” Lychee Fruit Plant – 1 Healthy Plant” and “Shubham Nursery Buy Online Chikoo (Chiku) or Sapota Hybrid Grafted Variety Tree Live Plant Sapling Online in India” is high.
This product was ordered earlier but not delivered due to some issue from your end.
14:54
Paritosh | Customer Service
Yes and the refund is initiated already.
14:55
The price was Es. 170 and 185 respectively.
14:55
Paritosh | Customer Service
Now the price is a bit higher then previous.
14:55
I wanted to place the order for the same as I need the product.
14:55
Paritosh | Customer Service
These are purely seller fulfilled products. Hence the fluctuation of pricing completely dependent on sellers.
But pricing is a constant change on Amazon.
14:56
What if I understand that the product was not delivered intentionally and processed refund to charge more for the next order?
14:57
Paritosh | Customer Service
There are many independent sellers on Amazon who access their own price, handles their own delivery.
14:57
The logic is simple. I have ordered the product for a price that was comfortable for me. You didn’t deliver it. Asked me to place a new order with a high price.
my question is, if I order for this increased price and again you refuse to deliver and raise the price?
15:00
Paritosh | Customer Service
This is a completely seller fulfilled products and seller was shipping the same through a third party seller.
15:00
I had ordered a product. The same was not delivered. Amazon will be responsible for that? or should I countact the seller directly?
15:02
Paritosh | Customer Service
I understand that seller has disappoint you.
During COVID-19, Such kind of irresponsible seller have been a headache to Amazon. We will make sure that you do not face this issue with Amazon again.
15:02
I understand that Amazon is not just a courier service like the product quality and price is not your concern.
What if the product was not delivered intentionally to raise the price?
15:05
Paritosh | Customer Service
Due to such irresponsible act like cancellation of order, lot of unsuccessful deliveries, price hike due to the current situation, customers have been facing unnecessary inconvenience.
15:05
How can I trust Amazon? This can happen again as the price can be raised by the seller any time.
15:05
Paritosh | Customer Service
We have been planning to take strict action over such issues and sellers as they are doing it repeatedely and we have been receiving more and more complaints day by day.
15:07
My requirement is that I want the product for the same price without any extra delivery charges. I am still on loss because I wasted almost 10 days expecting the product.
15:07
Paritosh | Customer Service
If the same thing continues, Amazon will just keep loosing the customers.
Let me raise the same thing with the lead.
allow us 48 to 72 hours.
If the product price does not comes down a bit, we will make sure to ban the seller from Amazon.
15:08
Sir, that is not my concern. If sellers and Amazon is in good terms, it is better for everyone.
I don’t want to comment on that. I want the product for the same price without delivery charges because I have been waiting for so long for the product.
15:10
Paritosh | Customer Service
Yes you will get the product in the same price.
Allow us just 48 to 72 hours to make sure of it
15:11
Okay. So I will wait for my next order.
15:11
Paritosh | Customer Service
Allow us 72 hours at maximum.
15:12
okay. you can close this chat now.
15:14
Paritosh | Customer Service
Sure
Is there anything I may assist you with ?
15:14
nothing.
15:14
Paritosh | Customer Service
Thank you so much for contacting Amazon. stay safe.
15:14
PARITOSH HAS LEFT. THANKS FOR CONTACTING AMAZON!
Messaging Assistant | Customer Service
Hi! Thanks for contacting us. I’m Amazon’s chat helper.
Rain Forest Coconut Fruit Plant Dwarf Variety DxT Coconut Tree Huge Production Healthy Hybrid Plant
Is this what you need help with?
20:49
I have a different problem
20:49
Messaging Assistant | Customer Service
What do you need help with?
20:49
Something I ordered
20:49
Messaging Assistant | Customer Service
Let’s see. Could you select the item you’re looking for from your recent orders below?
20:49
20:49
Messaging Assistant | Customer Service
We started the refund process on Tuesday, 23 Jun. The refund will get credited to your original payment method within 7-10 business days.
To know the latest status of your order, please visit the ‘Your Orders’ page.
20:49
I need more help
20:49
Messaging Assistant | Customer Service
Can you tell me a little more about what you need help with?
20:49
I was supposed to get a reply regarding price hike of 2 products which were not delivered to me. I have been waiting for 72 hours.
20:50
Messaging Assistant | Customer Service
Thanks.
How would you like us to contact you?
20:50
Chat with customer service
20:50
P
PRAVEENKUMAR HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
Praveenkumar | Customer Service
Hi Govindan ,Praveen here to help you. Hope you are doing great today!
20:52
I need a reply for which I am waiting. It is already 72 hours.
20:53
Praveenkumar | Customer Service
As the prices of the items listed on our website keeps changing, we may not be able to honor the price match. However, as the order is fulfilled by the seller Amazing Brand , you can contact the seller regarding this. To contact the seller, go to Your Orders, and click on ‘Contact Seller’ button on the right side of the order.
20:53
I am sorry, this can’t be accepted.
I paid you not to give refund after 10 days.
I have placed order to get the product. If you want to raise the price, please deliver the product as per the original price for customer who ordered it already.
20:56
Praveenkumar | Customer Service
This is the seller sold snd shipped item
Shipping is also done by the seller
So you need to contact them only on this
20:56
Refusing delivery and raising price can’t be entertained.
20:56
Praveenkumar | Customer Service
I understand
But hope you understand my limitations too
20:57
If I order the product again, this can happen again as well. I will wait for 10 days and you will refund me and raise the price.
If you want customers to contact the seller directly, what Amazon is for?
Amazon has tie-up with the seller and asking customer to contact seller is very irresponsible move.
21:02
Praveenkumar | Customer Service
The seller has to contacted from your end only due to security reasons
21:03
I am very sorry. I bought the product through Amazon and Amazon is responsible for completing the delivery.
If Amazon can’t take responsibility of the delivery, better don’t be a seller. Just give contact number of the seller who sells it. Let custmers pay and get the product directly. Customer will not bother you.
21:07
Praveenkumar | Customer Service
I understand sir
Hope you understand my limitations too
I’m unable to help you out better on this
21:07
MMy requirement is very simple. I have ordered the product from Amazon. You didn’t deliver it and without my consent you just refunded it. Now when I want the product again, the price is high. Don’t you think it is cheating?
21:08
Praveenkumar | Customer Service
I understand sir
I can completely get your point
But I’m unable to price match on that
You have to contact the seller only
21:09
Do you understand the meaning of responsibilty and commitment?
21:09
Praveenkumar | Customer Service
Yes I do
But I don’t have any better option to help you out
Hope you understand my limitations too
21:10
The product was displayed in Amazon. Not in seller’s website.
21:10
Praveenkumar | Customer Service
Okay sir
21:10
I paid Amazon not seller.
21:10
Praveenkumar | Customer Service
Okay
But as you see I’m unable to help you better
My system doesn’t give any option for it
21:11
It is not about the extra money. It is about the trust on Amazon about responsibility.
21:11
Praveenkumar | Customer Service
Yes I can completely get you
21:11
This incident can repeat even if I order again.
21:11
Praveenkumar | Customer Service
And I too apologize for that sir
21:11
This is completely ridiculous.
I would like to chat with some senior officer.
This is very serious issue and trust matter.
21:13
Praveenkumar | Customer Service
Even If I transfer this chat to our supervisor they’ll have the same resources to help you with.
21:14
I am asking you to escalate because I don’t want to increase your AHT. I too understand the pain of advisors.
21:16
Praveenkumar | Customer Service
Even If I transfer this chat to our supervisor they’ll have the same resources to help you with.
21:16
Further, this issue should be addressed in a better way than asking for apology and repeating the same dialogue.
21:16
Praveenkumar | Customer Service
Sure sir!
I’ll transfer this chat to them
21:17
Please do that.
21:17
Praveenkumar | Customer Service
Just a moment
Could you please help me with your mobile number?
I’ll connect a call to them
21:20
8217781126
21:20
Praveenkumar | Customer Service
Connected call! Hope your call gets connected and your issue is resolved!
21:20
I got a call from Amazon but there was nobody to speak. I got only music for 5 minutes and I disconnected the call.
What is next?
21:28
S
SHUBHAM HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
SHUBHAM | Customer Service
Hello Govindan, my name is Shubham. I’ll be assisting you further. Please give me a moment to review the previous correspondence.
You were being connected to a queue. I’d request you need not disconnect the call you’ll be connected with an agent shortly. Please stay connected while I request a call for you/
21:31
Can you escalate this chat to your supervisor?
21:32
SHUBHAM | Customer Service
Can you please help me wit the issue for once? If I’m unable to to I’ll escalate this?
21:33
Sure.
I bought the below products from Amazon.
1. Coconut Lagoon Tropical Rare Dwarf” Litchi Chinensis” Lychee Fruit Plant – 1 Healthy Plant Sold by: Amazing Brand™ 170.00 2. Shubham Nursery Buy Online Chikoo (Chiku) or Sapota Hybrid Grafted Variety Tree Live Plant Sapling Online in India Sold by: Amazing Brand™ 185.00
The products were not delivered even after waiting for 10 days.
You refunded me without my consent and upon contacting you, your agent requested me to shop it again.
When I tried to shop, the price is extremely high.
Advisor is asking me to contact seller directly.
This is a serious issue and needs to be addressed in a better way.
Hope you got my point.
21:37
SHUBHAM | Customer Service
Upon checking I can see that both the product were sold and fulfilled by seller. Pricing on Amazon is dynamic seller pricing and we don’t make the the prices as the prices are dynamic.
21:38
The price can be raised if the customer is ordering it again.
21:39
SHUBHAM | Customer Service
In this case, you can place a new order and reach out to seller for pricing. We don’t have option for price match.
21:39
I didn’t get the product.. you refused to deliver and hiking the price.. I wasted 10 days for getting refund ?
Price can fluctuate for a new order. The price can’t be raised if the old order is not completed. This is about trust.
How can I trust amazon if this happens again for my next order?
21:41
SHUBHAM | Customer Service
Price can increase or decrease. Since all products are sold by sellers, pricing is adjusted by them as well.
21:41
If I order a product from you and the price got reduced before delivery. Will you refund the difference amount? I am sure you will not.
21:42
SHUBHAM | Customer Service
As I mentioned, we don’t do price match. In that case you can cancel the current order and place a new order at discounted rate.
21:42
My order is not completed and you can’t hike the price for me until the product is delivered and it is your responsibility to deliver it.
If you don’t match price with current price, better don’t hike also.
21:43
SHUBHAM | Customer Service
Govindan since it’s a seller sold and fulfilled order, we can only contact them regarding this as courier is associated with the seller.
21:44
In which angle this order is fullfilled?
You promised delivery and you didn’t.
you didn’t deliver it.
Without my consent you refudned it..
21:45
SHUBHAM | Customer Service
By fulfilled I meant the order was dispatched from seller’s warehouse.
21:45
I will pay the same money and deliver the same product to me. I don’t mind waiting for another 10 days.
Product was dispatched from warehouse? I am paying for getting it delivered not for dispatching. Come on.. what are you saying?
21:46
SHUBHAM | Customer Service
You mentioned that it was not fulfilled right?
I meant the fulfillment meant the place of origin from where the order gets dispatched.
21:47
This is a bad practice that if the seller wants to hiek the price, they will stop delivery and hike it? What do you think about Customers?
21:48
SHUBHAM | Customer Service
If we get multiple customer complaints sellers are also removed.
21:48
How is it helpful for me?
This may help other buyers for sure. But my issue will still remain unresolved and I will lose trust on Amazon for sure.
21:49
SHUBHAM | Customer Service
In this case, the only option is you can reach out to seller for pricing. If you want I’ll connect you my lead as well but as we share same resources they might provide you same resolution.
21:50
I can’t buy again from Amazon or recommend anyone because this is a very cheap strategy.
I got a call with music for 5 minutes. I don’t have too much time. What is the time now? I am not doing night shift. I am your customer.
21:51
SHUBHAM | Customer Service
You were in a queue Govindan. Usually you get connected quickly but at times it takes time.
21:52
Fine. Tomorrw I will contact you with a better mood.
I may ask for compensation for wasting my 10 days and cheating on me. I have screenshots of this chat and 100% this will go viral in social media.
I had a very good impression about Amazon. This is very disappointing.
21:54
SHUBHAM | Customer Service
That won’t be possible on my end. If you want I can connect you with my lead for that. Will that work?
21:54
I can talk after 30 minutes. I want to have my dinner. If possible, please arrange a call after 30 minutes.
21:56
I didn’t receive any call..
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