Name of Complainant	Mahesh
Date of Complaint	August 18, 2022
Name(s) of companies complained against	Amazon
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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Text of Complaint by Mahesh:

Hello,

First, I would like to explain the reason for this order.
My Dad requested me to replace his cell phone. He asked me to go along with him to a local shop and get a new phone.
I told him about the Amazon Independence sale.
He was not ready for online shopping. I convinced him and assured him about Amazon service and placed an order for “Samsung Galaxy M13 (Midnight Blue, 4GB, 64GB Storage) | 6000mAh Battery | Upto 8GB RAM with RAM Plus | 2000 Instant Discount on SBI Credit Cards Valid Till 10th August”.

Order details:
Ordered on 8 August 2022
Order# 407-9275849-8769131

I availed an old phone exchange and SBI Credit Card offer and paid the balance amount.
The package was supposed to get delivered by 9 PM IST to the registered shipping address.

Issue:
On 12th Aug 2022, I received an email from amazon shipping about the delivery stating that the package is out for delivery and will be delivered by 9 PM IST.
The email was received at 01:56 PM IST on 12th Aug 2022.
I also received an email regarding an exchange in which I was instructed to keep the old phone ready without any data/account for an exchange at the time of new product delivery.
Hence, I did a factory reset on my dad’s phone and kept it ready for exchange.
I tried to reach the delivery agent using the contact number and pin received in the email, to understand by what time he will reach my home.
So that I can ensure someone is present at that time to receive the delivery.
But the number was always busy. I waited for the call from the agent and for the package delivery until 8 PM IST.
However, when I did not receive a call from the agent and was unable to reach the agent, I contacted customer service on chat.

My follow-up and actions(?) taken by the Amazon team:
The support agent assured me the delivery will be done in the promised time and asked me to wait till 09:30 PM IST.
But no use, so again contacted customer service. The delivery status was the same i.e Out for delivery, but the details page showed the delivery is delayed and will be done by 13-14 Aug and if not then I need to get back for a refund.
On the 13th I again contacted the customer service team to understand the status of the delivery as I did not receive any email about the delivery.
So the customer service agent resent the email with the same contact number and pin which was not reachable.
All I got from the customer service team is that they cannot see anything beyond what I see on the tracking details under my account.
They said they cannot check with the courier team, cannot reach the management team, cannot verify the agent number, cannot call the agent, cannot verify the actual status of the package, and cannot fetch the address of the final delivery station.
The reason I asked to contact the courier team and the agent is to verify whether the package is safe and if it will actually be delivered.
I made a request for the final delivery station address so that at least I can go there and pick up the package myself if the agent is too busy to deliver it to my address.
But no use. The customer service team is just to tell the customer what customers can see under their own accounts. Nothing more.

Now, today I again reached out to the customer service team to understand the status of the delivery and got the same replies.
Interestingly they do not bother to go through the chat history even when the same chat has continued all 3 days. Each one of them was asking the same questions for which I already provided all answers/information/explanations.
When I asked them to go through history then only they were referring to history. Even after that some of them asked the same questions and insisted on me answering them.
Mostly they were preferring me to end the chat, cancel the order or the refund will be done if not delivered.

None of them understand if I wanted a refund then I would have canceled it and not reached the customer service team.

More than 5 calls were arranged by the support team saying that this responsible team is patched and they will help you.
But the call representative was again at the same associate level and had no clue about the issue.
Again I had to explain the same things and asked to check the chat history.
When I insisted on talking with the management team I was transferred to Roshani who claimed to be a manager in the retail team.

I explained to her how foolish I look in front of my dad now when he has been unable to use his phone for the last 2 days just because of your false promises about delivery.
Right now I am hiding from him in my own house as it’s hard to explain this situation as he never believed in online services.
I explained to her that I do not want to cancel the order nor do I want the refund. I just want the package to be delivered ASAP.
She assured me that the package will be delivered by 9 PM IST today.

Around 12 PM IST, one of the Amazon representatives visited me.
I eagerly asked about delivery. He said he didn’t have delivery, instead, he came for the return. I was shocked. If the delivery was not done, what return he was asking for?
He said he received instructions for the return pickup.

Around 5 PM I once again tried to call the agent contact received in the email. The IVR said that there is no delivery with this registered number.
The status was still “Out for delivery” for this order. It never changed since 12th Aug.
I do not want to cancel the order and do not want a refund. I just want you to deliver the product ASAP.
The same was communicated with Roshani.
She assured me that if the package is not delivered or gets returned by the Amazon courier team, then I will get the same product at the same price and I don’t have to pay extra.
But what about the time it will again take to get delivered? Do you even understand how difficult it is to keep on hold for 2 days for an old man without being able to communicate with anyone when no one is at home?
How could you expect me to wait for 1 more week for the next delivery attempt?
What about the inconvenience you caused and causing to me and my family?

After 8 PM IST today, I noticed the status was changed to “Returning to Seller”.
I never canceled this order nor asked for a refund.
Once again I contacted customer service and asked them to connect me with Roshani. The person on call said there is no one with such a name.

ONCE AGAIN: I DO NOT WANT A REFUND. I WANT THE UNDAMAGED PACKAGE DELIVERED TO ME RIGHT AWAY AND COMPENSATION FOR THE INCONVENIENCE CAUSED DUE TO ALL OF YOUR TEAMS INVOLVED IN THIS.
Now I received your email stating refund is processed. But I do not see the refund amount credited to my account or original payment mode.

So you don’t deliver product and keep making false promises.
On top of that you keep customer money and say you refunded it.

I WANT YOU TO DELIVER THE PRODUCT.
I WILL NOT PLACE ANOTHER ORDER.

Jeff don’t play deaf and listen to customer voice.

Image Uploaded by Mahesh: