| Name of Complainant | |
| Date of Complaint | January 22, 2023 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | Utilities |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Sharing a horrible experience with Amazon.
I purchased an item to gift my friend :
Item purchased – Samsung Galaxy Buds Pro Intelligent ANC with 99% Noise Cancellation Bluetooth Truly Wireless in Ear Earbuds with Mic Wireless Charging, 28 Hours Playtime (Silver)
Item purchase date – 05-Jan-2023
Order number – 405-1126284-1974722
Retailer name – Appario Retail Private Ltd
However when I received the order on 06-Jan-2023, the charging dock and Spotify subscription was missing in the box and also the playtime was 5-18 hours whereas the one that I purchased was 28 hours playtime.
Complaint lodge date and time- 07-Jan-2023 11.24 PM IST.
Stating items are missing and playtime does not match. Complaint was accepted and investigation was filed and they asked me to connect on 13-Jan-2023.
On 13-Jan-2023, 3.07 PM IST, an executive spoke to me with this regards. Contact information -+44 20 3357 5742. However, before providing with a solution the call got disconnected and hence I received another call from the number – +35316531448.
I had a very very bad experience with this executive as he forced me to exchange the order instead of refund. I requested him to initiate the return and refund option as I was not happy with Amazon sending me wrong product in first place and I had lodge a complaint etc only to waste my time for it. Yet the executive compelled me to believe that it was Amazon’s policy that once you buy an electronic object, it can only be exchanged for correct one but no return and refund will be done. I was not at all happy with it but the executive kept on saying it for 7-8 times that he can not assist further and he will disconnect the call with no action further.
I got very furious with ‘customer service’ which was provided. I being the customer who paid for it was not satisfied in first place.
However, I called back on +442033575742 immediately on 13-Jan-2023 3.21 PM IST, other executive took up the call and genuinely said “ma’am I am sorry for the service and I would give you two options and whichever you choose we will do that”.
The two options were – refund or exchange. I happily chose refund and the executive initiated return and refund for me. Return was scheduled for 14-Jan-2023.
Item picked date – 14-Jan-2023 8.45 AM IST.
The person who came to pick up checked the entire box in front of my eyes if the earbuds were in it or not and also asked me if they are working properly to which I answered ‘yes, they are working good’.
Now the horrible story starts here.
To me I returned the object correctly but the refund was not being initiated at all so I called the customer care service to check again on refund status on 18-Jan-2023 9.16 PM IST.
I was told that they will file an investigation again to which I got an email from Amazon on 19-Jan-2023 8.05 AM IST that they have confirmed the item that they have received is incorrect and they will not initiate a refund.
To which I replied that I have sent the exact item that was delivered to me and I have done my job correctly and there’s a possibility that in between someone mishandled or whatever the case.
However, I kept asking for the justifications how can they prove it and i never got an answer other then that they confirmed it at different stages. And never agreed to a fact that there’s a possibility that someone in between did this mishandling and they should investigate more as I returned the exact item that I received. I was told that local earphones were received to them and the irony is there are no such earphones in my home and none of us use such earphones.
Now the question comes – is this how Amazon handles return and refund objects ??????
I have invested approximately 8500 INR and 2 weeks in this regards and yet I have been alleged that I return incorrect item back.
Is this how Amazon will still handle cases even if the item is worth 90,000 INR. is there no value to Customers ‘ money and time at all.
I do not know what happened in the middle and how the item received at the retailer stage was incorrect but I know for a fact that I gave back the exact item which I have received.
I again connected with custom care on 21-Jan-2023 4.09 PM IST,
and the senior executive says to me that the final decision has been made that there will be no refund initiated by them as the item was wrong which they have received. I asked the lady how else can I prove that I have sent back correct item only , do you want me to check for the CCTV footage etc , to which I was replied straight up that Amazon will not be help to help in this matter further and refund will not be given and disconnected.
On what basis has this verdict being given ??
Am I not entitled to even put up my case and more than that why am I paying for someone else’s crime here. Amazon as a team should look carefully into why they got wrong item if the customer is calling and pleading them so many times that they have send correct item. The whole Amazon team to whomsoever I spoke directly or indirectly blames me that I have send incorrect item. As a valued customer of Amazon, is it correct to put such allegations and not even trust them ?
How can you put allegations on me as a customer that I returned incorrect item and what proof do you have then ? and if I gave incorrect item also, the delivery guy checked it in front of my own eyes, why did he take wrong item if that’s the case??? what is wrong with the whole policy here ?
I have question to whole Amazon team here, now the mishandling has been done after pick up was made from my home and before it the checking was done for the product. Why should I pay the price for the mishandling??
You catch hold of the delivery agent who did this crime because I am true to what I have done.
Tomorrow I will think 10 thousand times if I have to order anything from Amazon if this is the service provided and fake allegations are put on the customer itself when the mistake was made at their end.
Image Uploaded by Utkarsha Shahare: