I am an AmazonPrime Customer and have been using the services of the company regularly.

This is regarding an order (Order # 403-9293993-9207561) placed on the 30th of October, 2020 (and prepaid with Credit Card) with Amazon India for several items.

Typical experience with Amazon (and I think every regular buyer knows this, has complained about it, has brought it to Amazon’s notice, but the company has chosen to do absolutely nothing about it):

Step 1: You place an order

Step 2: The order gets shipped in a day or two

Step 3: If it doesn’t get shipped in a day or two – a) they will keep revising the shipping date, b) after doing so 2-3 times they will announce that the product is unavailable in stock, c) either (i) the order shall be cancelled and refund for the exact amount issued, or (ii) they shall put you on indefinite hold for the product.

Note – The CC will cut you down with one answer – “Sorry Sir, you shall have to wait till the delivery date (as promised). We cannot do anything before that.” But when the delivery date passes by, then too, they have no answers for you. It is high time that the buyers ask to be compensated for this. A mere refund is unacceptable.

Of particular concern are two items in this order:

Item # 1 –

“Tefal Simply Chef Non-Stick Fry Pan, 28 cm (Rio Red)”

This item has still not shipped and upon checking with the Customer Service several times I am only being assured that it is in advance stages of shipping but not shipped yet. So, I had the legitimate concern of the item getting cancelled by the seller. Spoke to the Customer Care several times about the same. Each time I was assured that the seller does have the product and the item is under advance stage of shipment. But still the shipment hasn’t happened as of now. On the advice of the Customer Care, I reordered the item on 5th of November (on Cash-on-Delivery). And behold, the 5th November order got shipped on 5th November itself, but the 30th October order has still not shipped (its 7th November right now). And this too after calling the CC and writing to the social media team (emails) everyday from 1st November.

Item # 2 –

“Powerscore GMAT Critical Reasoning Bible 2020:….”

This was a very important book that I required. It is also a very expensive item (Rs.1887) prepaid by me through credit card at the time of placing the order.

This item (along with other books in the same order) was ordered from Amazon’s biggest seller and partner in India “Cloudtail”. They delivered all the other books on 31st October itself, but this one. This item was promised to be shipped on the 1st of November and delivered to me on the 3rd of November. When it did not get shipped on the 1st of November, I became skeptical (knowing very well how Amazon operates when they don’t ship an item on the date they specify – as explained above). So, I wrote on Twitter and I was directed to the social media team with whom I got in touch via email. I also called the CC and explained to them the concern and my fears about what I believe shall happen in the future. They told me that the reason it wasn’t shipped was because the item may be available at a fulfillment centre nearby and hence will definitely ship the next day (2nd November) and I shall receive it as promised by the 3rd of November. I had my doubts though.

It did not ship on the 2nd as well. So, I followed up again. Again, I was asked to wait till the promised 3rd November date given to me. As expected, I did not get the item on 3rd November, but I received a new shipment and delivery dates of 5th November and 7th November. All this while I also kept checking if the product was available with the seller or not. As the product did not ship on the 5th of November too, I contacted the Social Media and the Customer Care teams separately. And again I was given false hope and assurances that the highest escalation team is looking into this matter and that they are in touch with the seller about the issue. I kept begging and pleading with them to have my product shipped, but seems like it fell to deaf ears. Anticipating a cancellation, and to protect myself, I reordered the same item from the same seller at the same price but this time on Cash-on-Delivery. The idea was that at the last minute if Amazon/seller cancels my older order, I shall at least get this new order. But that order too did not get shipped.

I called and emailed again and again and again and again. But the matter remained unresolved.

Firstly, this was not something that required me to call and email so many times. I wonder what the time did each time they ended the call. It is beyond imagination that a company of Amazon’s repute cannot handle such an issue that even a small company with 1 employee can. What are  you guys paying your people so much for? It’s ridiculous. I am shocked at your inefficiency and the incapability of your employees. SHAME on  you as an organization.

The latest update regarding this product is –