| Name of Complainant | |
| Date of Complaint | October 4, 2019 |
| 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 | |
      |
|
Hello Consumer Helpline,
The order details are given in the attached invoice. Here are some of the incidents that happened after I received the order:
1. Upon receiving the product I found it defective for which I complained to Amazon. They asked to me to reset the phone and some of the troubleshooting steps I performed with the technical agent from their support. But still it made no difference. They sent an engineer who inspected the phone and promised me a replacement stating that he will update the notes that the phone is defective and needs to be replaced.
2. Once the engineer left I called Amazon after 3 hours to check if they have placed a replacement order, but they didn’t because the engineer mentioned in the notes that the phone is working fine and no detect found. So amazon denied the replacement as the engineer mentioned the wrong notes ( however he had told me that he will file a replacement for the defective phone )
3. When I explained the scenario to Amazon, they booked another engineer to inspect the phone again. This entire process took around 5-6 working days. When I escalated to Amazon’s higher authority, they said that they will provide me the refund and take the return of the phone as there is only one seller who cannot provide the replacement. So I agreed for the refund. Importantly, upon finding the phone defective I immediately packed the phone in the box back and kept it unused.
4. The agent never turned up to pick up the return, however, after calling multiple times to Amazon, the senior in the complaints team promised me an advance refund.
5. The accounts team from Amazon, added some random account in my amazon account and linked it to my UPI ID, that too without my confirmation and knowledge. They told that the amount had been refunded to an account number ending with xx55. ( Nowhere on the earth I know which account is this and without my consent how did they link my UPI ID to it, this account doesn’t belong to me. I do not have any account ending with xx55 ) I told them the same thing multiple times but they didn’t listen.
6. Finally they asked me to wait for a couple of days and they would verify this with their accounts team, for which they took around 22 days ( from 09th Sep – 18th Sep and then from 18th Sep – 01st Oct )
7. I am still waiting for the status on my refund but they still haven’t done it. They are calling in the gap of 3 days and asking me to wait for more days to resolve it. Once they told that it cannot be resolved and I need to find out the account number ending with xx55 and withdraw the money from it. Which is not at all possible.
8. I am now left with a defective product and my money has also not been refunded. On top of that, Amazon has done a Security Breach by linking an account to my UPI id without my permission.
I sincerely want this to be escalated against Amazon and others to be aware about the fraudulent promises that the reputed company amazon makes to their customers which they never fulfill up to satisfactory.
