| Name of Complainant | |
| Date of Complaint | October 31, 2021 |
| Name(s) of companies complained against | www.amazon.com |
| 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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My registered email on Amazon: [email protected]
I ordered a mobile phone on 7th Oct 2021, using big billion sales offer at my office address(the delivery address) which is around 33 km far away from my home. Due to security concerns as a female, I used office transport to attend the office. My office timings are, from 9 am to 5 pm.
For the product delivery, I requested multiple times using the amazon chat service, that please instruct the delivery person to attempt delivery within office hours only. They also ensure that instructions have been added still, the delivery has been attempted twice post, 5:30 pm. On 14 Oct chat, their customer service agent told me that the buffer for the delivery is by Saturday,19 Oct. So you positively get the order delivered by 19 Oct.
On 19 Oct, the status has been modified to out for delivery at around 5:21 pm. As 19 oct is the weekend, I still thought to reach and collect the order from the office address but as I contacted at delivery agent number (Amazon Delivery Agent (Phone: +911206824744 PIN 4334)) shared by amazon, he refused that he doesn’t have my order. The same I confirmed to amazon, and they said to please wait for 2 more days. I asked them to share the exact status of the delivery. They shared me as “16 October 2021 05:22:13 PM NOIDA IN Delay in delivery due to external factors” which was contrary to the status on app. (App status: Out for delivery)
This was already very frustrating but as the order is important to me, I still thought to collect the order on Monday. But after this communication, amazon cancelled my order on their own without notifying me about their action.
Due to all these incidents, I suffered a lot mentally. I had talked to amazon 5-6 times for delivery instruction, but they refused to either delivering order before 5 pm or modifying the delivery address. I am attaching the last chat log(16oct 2021). Earlier chat log, they didn’t share on request and also on-call (14 Oct called on around 5:30 pm) they refused to log my complaint.
==========================CHAT LOG (16 OCT 2021)============================
Loading previous messages…
Messaging Assistant | Customer Service
Welcome! I’m Amazon’s chat helper. You can start a new chat or scroll up to see previous chats.
Samsung Galaxy M32 (Black, 6GB RAM, 128GB Storage) 6 Months Free Screen Replacement for Prime
Is this what you need help with?
7:14 PM
Yes, that’s correct
7:14 PM
Messaging Assistant | Customer Service
How would you like us to contact you?
7:14 PM
Chat with customer service
7:14 PM
Messaging Assistant | Customer Service
If you have details you think would help the associate, type them here.
An associate will join the chat.
7:14 PM
R
Rohit has joined & will be ready to chat in just a minute.
Rohit | Customer Service
Hello archu
I hope you are doing well
How may I help you today?
R7:15 PM
hello .. its showing out for delivery in status .. pls confirm me the delivery agent number
i called to delivery agent he said .. I dont have your package
pls reshare the contact number of delivery agent
there ??
7:16 PM
Rohit | Customer Service
Your package will be delivered by 6 PM by our Amazon Delivery Agent (Phone: +911206824744 PIN 4334).
this is the delivery agent contact number
R7:16 PM
i called on the same number
7:16 PM
Rohit | Customer Service
Samsung Galaxy M32 (Black, 6GB RAM, 128GB Storage) 6 Months Free Screen Replacement for Prime
R7:16 PM
he said i dont have your package
7:16 PM
Rohit | Customer Service
Delay in delivery due to external factors
R7:17 PM
can you please check the delivery team
7:17 PM
Rohit | Customer Service
Sure archu
R7:17 PM
about this discrepency?
7:17 PM
Rohit | Customer Service
Could you please help me with the alternative number and the pin code ?
R7:17 PM
you mean my alternative number?
7:18 PM
Rohit | Customer Service
Yes archu
AS well as the pin code archu
R7:18 PM
9004012547
is this number ok or are you looking for another number?
7:18 PM
Rohit | Customer Service
Ya this number will be fine archu
R7:19 PM
ok
7:19 PM
Rohit | Customer Service
Thank you for the detail archu
I have added the instruction to the logistic department
I would request you to please wait till 2 days for the delivery
R7:19 PM
???
you mean there will be no delivery for today??
7:20 PM
Rohit | Customer Service
As I have added the instrution to the team archu
And the update from the team is Delay in delivery due to external factors
R7:20 PM
then why it is showing out for delivery for today??
7:20 PM
Rohit | Customer Service
yes it is archu
No need to worry for the same
Would request you to please wait till 16 oct 2021.
R7:21 PM
wht non sense .. on thrus your team tell me that for sure delivery will be attempted till sat as sat is the buffer date
now again you are saying wait for 2 days
whats all this
what happened to amazon delivery
its so pathetic
7:22 PM
Rohit | Customer Service
No need to worry for the same archu
R7:22 PM
Would request you to please wait till 16 oct 2021.
today os 16 oct only
tell me exact status
7:22 PM
Rohit | Customer Service
Will try to deliver the product by today till 9 pm archu
16 October 2021 05:22:13 PM NOIDA IN Delay in delivery due to external factors
R7:23 PM
No need to worry for the same archu .. your team is misguiding me since a week and again the same remark no need to worry
7:23 PM
Rohit | Customer Service
This is the exact status archu .
I do agree that the product is important to you archu.
R7:23 PM
your team make me so annoyed .. its like hell delivery service
…..
7:24 PM
Rohit | Customer Service
We sincerely regret the incident. We have taken your feedback with utmost seriousness and are trying hard to sort this out. I assure you this will not happen again.
We at Amazon Always try to get the Product Delivered to you at the earliest before the estimated date of delivery.
Because we’re retailers; we rely on the suppliers for the availability and I’m sorry about this delay we certainly didn’t expect this would happen.
R7:25 PM
its already more than days i placed the order .. i am suffering due to this delay .. and you people are mentally harassing me since a whole week
making false commitments in chat and just flew away
is this your way to treat your prime member customers
you there or gone?
send me a mail in written that delivery date and time slot
and see its office address … I am not going to wait till whole night there
7:29 PM
Rohit | Customer Service
I am so sorry for the issue archu
Please be assured that this is not a typical Amazon.in experience and in no way did we intend for this to happen especially to a valued member like you.
R7:29 PM
being a female staying in office till 9 pm just to got the delivery i cant afford
i already notified your team multiple times that delivery should ne in office hours only
and due to corona my office hours are till 5pm only
see i asked your team to add instruction to pls attempt delivery till 4 30 only otherwise i need miss my office transport which i cant afford due to security concern as female
whats wrong I request to attempt delivery in office only
7:32 PM
Rohit | Customer Service
I totally undestand the situation archu
R7:33 PM
after making multiple request .. the person still called me post 6pm that pls come to collect
tell me mailID .. I will formally report this whole traumatic situation i gone through s
tell me immediately
the mailID
7:35 PM
Rohit | Customer Service
Please do mail us on [email protected]
R7:35 PM
ok
i will copy the same mail in national consumer forum too
thanks a lot
7:36 PM
Rohit | Customer Service
I can not comment on that archu
But will try to deliver the product as soon as possible archu
R7:36 PM
see ,whatever information your team is confirming must be followed positively but this didnt happened for a single time for this whole duration
i dont why everybody involved in this taken the things so casually
sepcially your delivery team .. they are worst
and very unprofessional
7:38 PM
Rohit | Customer Service
I know how frustrating and annoying the situation can be when something happens like this but believe us it was never our intention.
Even I am personally feeling embarrassing due to the courier error we are losing the valuable customer and I know you’ll be so disappointed.
R7:38 PM
see i M suffering , .. I m in urgent need of the mobile .. if i knew that this much drama is going to happened for delivery I will never opted any of online platform
but you guys proved that never go online like amazon for urgent product purchase
well stop now .. you already wasted so much of my time
closing this caht now
7:41 PM
Rohit | Customer Service
I am so sorry for the issue archu
R7:42 PM
is there any way I can access my earlier chat log
reply this?
is there any way I can access my earlier chat log ??
7:43 PM
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