| Name of Complainant | |
| Date of Complaint | September 13, 2020 |
| Name(s) of companies complained against | Amazon.in |
| 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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Hi,
I placed an order with Amazon India for a product SILENT® Cleaning Brush Feather Microfiber Duster with Extendable Rod on 02-Sep-2020 Order# 406-3513311-5963530, Amountpaid:Rs. 369.00.
The Amazon delivery person called me at today 10 Sept 2020 around 10:20 PM (at late hours when they are not supposed to call customer) and told their delivery person lost or misplaced the product. I told the person who called me, clearly, that if they have lost the product it is their fault and it is their responsibility to rectify their mistake and not to bother customer by calling in late hours of night. The order not delivered, but is shown as delivered in Amazon App as delivered. So I called Amazon customer phone support, and spoke to their agent, and then explained the issue. The first agent was not helping at all and she told me that they have policy that they can’t help when the order is shown as delivered and she told me to call back after 5 days. I told the agent when the issue is due to negligence on Amazon’s end why they need customer to suffer and make customer go on a wild goose chase and ask them to call back after few days, when they are not helpful on the first call. I had to end the call as the first customer support agent was not having any intention to resolve the issue. So, I called Amazon again, and to my dismay, after explaining what I have gone through due to Amazon’s negligence the second customer service agent also put me on hold (twice telling me she will not ask me to call back again and she will consult with her supervisor and help resolve the issue), and repeated the same canned script that she can’t help and told to wait for 5 days and call back. I told the customer service rep, to atleast provide me a ticket number or reference number confirming the issue has been reported and either process a refund or re-order and ensure I get the product at earliest. The support rep did not help and didn’t provide any ticket or reference number for the call even after repeated request. Also, I told the rep of they have not delivered the product then why they are showing false information in the Amazon app the product is delivered and told her to report this as well to rectify their delivery process which was also not taken note by the Amazon customer phone support rep. So, I had to end the call as it waa futile talking to Amazon customer service phone support as they have deviced policies which are not customer centric and this has caused much trouble to me as a consumer when the big company has poor delivery and customer service call center procedures which are not helpful to customers.
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