This is regarding order # 405-6469296-7617962 Order total Rs. 51,990/-

On 17th August, I ordered an ASUS Zenbook from my company’s account. After we received the product, I observed a thin green vertical line on the screen. I immediately called Amazon customer service and uploaded a picture of the screen. A technician was booked to come and check the laptop for inspection.

On 24th August, Inspection by an Amazon technician was completed and we were asked to call Amazon customer service to apply for a replacement since the product was defective. The Amazon customer care agent on call informed me that the seller does not have another product for replacement, hence we were advised to return the ASUS Zenbook and place a new order with another seller. For assurance, Amazon sent us an email informing that the return has been approved (email print attached) and that it will take 3-5 working days for the refund to be processed.

Later in the day, on 24th August, after we received the return approval email, as advised by Amazon’s customer service agent, I went ahead and bought another ASUS Zenbook from a different seller (Order # 402-6784353-2969100).

On 25th August, pickup for the first order (405-6469296-7617962) was arranged and a pickup guy from Amazon came at around 11am and took the parcel. By evening, the same pickup guy came back to our building and called me from the building’s intercom saying the laptop is being returned back to us by the seller. We refused to take the parcel back since the return was approved by Amazon, after which the pickup guy left with the parcel and I received a message on my registered phone that the pickup was cancelled.

I called Amazon customer service immediately and informed them of this issue. The agent on call assured me that it will take 3-5 working days for the issue to be resolved and that the refund will be processed and not to worry about this.

Since there was no update on the refund by amazon, I called again and I was assured that it will be resolved in another 3-5 working days. Again, there was no update on the refund.

On 2nd September, the pickup guy came to my building and called me from the building’s intercom asking to come downstairs and to take the product back. I informed him that the product was returned after inspection and the return was approved by Amazon so why is he coming to my building and calling me to take the parcel back? I asked him to talk to Amazon if he has any confusion. He said, “Amazon doesn’t understand”- I don’t know what this means and told him to stop coming to my building without notification and to stop calling me from our building’s intercom and to talk to Amazon. He took the parcel back.

I called Amazon customer service immediately and notified them about the whole situation that occurred. I was again informed that it will take 3-5 working days to resolve this issue.

It’s been 21 days since the return and refund was approved and Amazon has done nothing but kept delaying the refund. I followed all the protocol as suggested by Amazon religiously. It’s a huge sum of money and even after being a loyal customer of amazon for the past 4 years this is how we are treated.

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