| Name of Complainant | |
| Date of Complaint | January 7, 2024 |
| Name(s) of companies complained against | Amazon |
| 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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I bought the “Real Me Narzo N53” mobile phone which I received on 6th of December. After using for couple of days hence created the return request. As per rule, Amazon set up the Technical check around the product and that happened on 12th December and they certified that piece is defective and given the green signal for return. On 16th of December, as per Amazon details, Delivery person came between 3 to 4 PM to collect the item and he collected it by checking the Product. Just to make sure that item got picked up correctly, I called Amazon customer care and they confirm that Pick up was successful and SLA of refund is 13 days. After 15 days, on 1st Jan, connected with Amazon customer care and they said that they will investigate and will get back to me in 3 days. After connecting to customer service after stipulated time, they said that they didn’t received the product what has been delivered to me hence refund would not happened which is 8999 rupees. When I told them pick up was successful then how can they say that wrong item returned when I asked for detailed information around wrong item, they refrained from giving the information and they said wrong item they received discarded without customer consent or intimation. Now they are saying that they would not able to refund anything and when I am asking for delivery boy details or evidences, they are saying that they can not give it as per policy.
Once pick up is successful, how it could be the customer responsibility to track the item until final destination? When Amazon delivery person picked up the item, did he picked up without initial detail check (definitely not). How can Amazon denying the refund to cover their mistake?
Please help on this?
Attaching the Video of product and logs from Amazon app related to pick up successful.
Amazon Order Id: 404-1978400-0077944
Image Uploaded by Kamlesh: