| Name of Complainant | |
| Date of Complaint | August 31, 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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1. Order not delivered for past 11 days.
2. The order was placed for a high value item (SmartPhone) that was urgently needed.
3. Deliver agent gets assigned and the product goes out for delivery. But the delivery agent does not attempt the delivery or call the customer. At the end of day, the status gets updated falsely as delivery attempted but failed as agent could not contact the customer.
4. As a customer i have tried to the call the delivery agent every day the delivery is about the be attempted to avoid repetition of the same issue. Over 40+ calls attemped by me as customer to the agent via Amazon’s centralized contact number and PIN. Every time the agent cuts the call.
5. Upon escalation of this behavior of the delivery agent to Amazon customer support, they give assurance of resolution and delivery in next 24-48 hours but the same issue keeps repeating next time as well. More than 7 such conversations have happened with the customer service agents.
6. I have even canceled the order once and placed the order again hoping for a better experience but the same issue occurs due to delivery agent’s behavior. Despite informing the customer service team of this repeated issue and misbehavior of delivery agent they do not resolve the issue.
7. Only once was I successfully able to connect with the delivery agent. With much hopes i sought the time he would be arriving for delivery to the given address. On call, i even confirmed if he knows the address. Despite delivery time given by Amazon for 11 AM, he mentions that he would deliver only by 730 PM. At this point he was also asking for details of the contents of the order and the value of the order. He also mentioned that he would deliver it next day as opposed to the scheduled date of delivery. However, I pleaded to him to deliver on the said date. At this point he agreed to deliver at 730 PM. To be certain, i have called him again at 4 PM and 730 PM. At 4 PM he answered the call but at 730 PM again he stopped answering my calls. Till date i have not received my assured “same day delivery order”
8. I have once again, with lot of hopes, made the customer support aware of this issue immediately. To add to my traumatic experience, they mention that they have raised the issue internally and promise to deliver the order in next 24-48 hours.
9. The first order was placed on 20th August and delivery did not happen on until 28th August. I had canceled this order and placed the same one again on 29th August. Yet the order was not delivered till 31st August. The incident mentioned under point 8 above occurred on 31st August.
10. It has been an extremely stressful experience and had also affected my ability to work due to lack certainty of the delivery of an urgent order. Much more disheartening experience has been due to apathetic and utter useless role played by the customer service. There was no lack of understanding of the problem and every had only a standard response of rescheduling order without investigation into root cause and fixing of main problem, particularly the misbehavior of the delivery agent.
