| Name of Complainant | |
| Date of Complaint | January 18, 2023 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | Miscellaneous |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
I have been a very regular and loyal customer of Amazon for the past several years. I am also a senior citizen.
Therefore, I am extremely disappointed that Amazon has totally disregarded my claims and pleas made repeatedly that I had returned an item ordered by me and was entitled to a refund. This has caused me frustration and mental stress.
The facts of the matter are as under:
I had ordered two Microfiber Single Quilts from Durga Exports in June, 2022. These quilts were delivered to me but the design of the same was different from what I had ordered. I sought return of BOTH the quilts as I did not want any quilts with leopard design. These returned quilts were collected by your representative on 25th June, 2022. However, in August, 2022 when I checked my credit card statements for June and July, I found that I had not received the refund for the two quilts returned by me.
I contacted the Customer Care and pointed out to them that I had not received the refund for the two quilts returned by me in June. The Customer Care official admitted that the refund had been omitted to be issued. However, he told me that I had initiated return for only one quilt. I told him, repeatedly, that I had sought the return for both the quilts and in fact returned both of them. I said that I had placed a common order for two quilts by mentioning ‘2’ under the head Quantity. I had also received a single invoice for both the quilts. However, the Customer Care official kept arguing that return for only one quilt had been created and hence, refund for only one quilt will be issued. I told him that he should get my claim checked as both the quilts had been returned.
I got the refund of Rs 1,299/-/- for one quilt shortly afterwards but there was no mention about my request that it be verified that both quilts had been returned. I again had a chat with Amazon Customer Care. I again explained the matter in detail to the Customer Care representative who was on duty that day. After a lengthy talk, I again asked the representative to verify at their end about the receipt of both the quilts. His response was not encouraging so I myself sent a message to the seller, Durga Exports requesting him to confirm the receipt of both the quilts (mentioned as blankets). Durga Exports confirmed that they received both the quilts ( that is, blankets). I tried to attach a screenshot of the messages exchanged with Durga Exports with this complaint but it is not getting uploaded.
Thereafter, I contacted Customer Care again in September and went over all the facts in detail with another representative at Customer Care. He listened to me patiently, generated a complaint number V69564345 and informed me that he would refer the matter for verification and redressal.
However, after waiting for several days I again got on a chat with Amazon Customer Care and explained everything all over again. I asked the representative to check the status of my complaint which had been registered. He stated that the same was under investigation.
Unfortunately, the matter remains unresolved till date.
It is a matter of regret that Amazon has caused me grief in a small matter even though they are wholly at fault. The lapses on the part of Amazon in this case are as follows:
I had returned the 2 quilts on 25th June but no refund was issued to me till I pointed out to Amazon in the last week of August that I had not received any refund.
Amazon defaulted in duly recording the return/ receipt of two quilts.
Amazon did not believe their loyal and old customer when I insisted that I had returned not one but two quilts and even though the amount involved is only Rs 1,299/-
Amazon did not even believe my statement that the seller, Durga Exports had confirmed to me that they had received back both the quilts.
My repeated and exhausting chats with Amazon officials were a waste of time as no follow up action was taken in the matter. The complaint lodged was also not attended to nor any effort made to confirm the fact of receipt of 2 quilts from the seller.
The quilts were returned in June. I took up the matter of non- receipt of refund in August. We are now in the second half of January of 2023 and my complaint remains unattended.
No consideration is shown for the fact that I am a senior citizen and should not be subjected to inconvenience and mental stress.
I have been so disillusioned by the attitude of Amazon that as far as possible I am now making purchases from other portals instead of from Amazon. A giant organisation which has world wide presence should not show such a petty and indifferent attitude towards its customers.
It is high time you rectify the error on your part and gave the refund due to me.
Pamela Bhandari
Chief Commissioner of Income Tax (retd.)
