| Name of Complainant | |
| Date of Complaint | October 12, 2022 |
| Name(s) of companies complained against | Amazon India |
| 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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REFRIGERATOR DAMAGED IN TRANSPORTATION_AMAZON REFUSES TO REFUND OR REPLACE: I ordered Whirlpool refrigerator viz order no 404-4886259-5339509
Fully paid on 29-Sep-2022.The refrigerator was delivered on 7th Oct 2022. The delivery agents delivered and sought OTP.I received the following SMS
“Arriving Today: Please use the OTP-492890 at the time of delivery to get your Amazon package”.
As you can see this SMS talks about providing OTP relating to DELIVERY of the product. The delivery associates sought and got this OTP from me post Delivery.
MANUFACTURER INSTALLATION AND DEFECT FOUND: On 11th Oct Whirlpool engineers came home for installation and discovered damage /dent on the door and they informed us due to damage they could not install and issued a report. Whirlpool asked us to followup with Amazon for return of damaged goods.
VERY POOR EXPERIENCE AT AMAZON CALL CENTRE: I filled up the form for return of goods and was directed to call Amazon. The call centre executive Mr.Vishnu and the supervisor Mr.Licu, wholesale rejected our claim on grounds of “ open box inspection” I was shocked because I was hearing this for the first time. The delivery agents did not even attempt to open the package. This can be confirmed by whirlpool because the packaging was intact, yet the delivery team took a confirmation code OTP from me on the basis of the above SMS received which clearly only referred to delivery and not inspection. Today as I checked my email on my laptop I did find a mail explaining that the OTP pertained to Open box.
UNETHICAL PRACTICE: A customer only looks at his SMS to furnish the OTP.
The SMS clearly only spoke about confirmation of delivery as above and there was no reference to inspection of product.
It is true that office in India may say I received an email. There are two emails I received.one email on 6th oct refers to using the OTP to obtain delivery.
“Hello
We thought you’d like to know that we’ve dispatched your item(s). Your order is on the way.
For the secure delivery of your order, we’ll send you an OTP (One Time Password) you’ll use to accept the package on the delivery day. This OTP will be valid till the end of the day.”
A second email dated 7th oct did refer to open box inspection but clearly these two emails are in conflict.one talks about delivery and other about inspection.
Most importantly the customers do not look at email to provide OTP .they look at phone SMS to provide this which clearly had no reference whatsoever to confirmation of inspection and damage free product.
The delivery agents also have not acted in consonance of your open inspection plan and opened the package. there is a clear training deficiency which is affecting customers.
There is a manufacturer’s report on the dent. principles of natural justice requires that transit damage or shoddy product cannot be overcome by an OTP communication from the customer which has no reference whatsoever to inspection. There is lacunae both in communication and delivery of this service.
I request Amazon to replace the product or refund the money.
Thanking you
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