Subject: This mail is regarding Amazon Order id ORDER # 404-2064132-6806700(Vu 65UT model, Sum 48, 999 Excluding offers).
I placed the order of Vu 65UT UHD tv on dated 10/06/2020 which was delivered on 15/06/2020. The order was delivered on 15/06/2020 and after unboxing it I identified that the tv display was damaged which is most probably during delivery of the product. I immediately called the amazon customer service and shared all the details along with photos of the product on the basis that amazon’s executive offers me a refund instead of replacement as they don’t have products available in their inventory although the product was available on amazon with other sellers.
He created a return request and assured me that I will get a full refund after pick up of the product which will be done within the next 72 hours. Getting the commitment of refund in 72 hours I had no choice but to buy an older Vu tv model(Premium series, 65PM) from Flipkart at a price higher than 65 ut model. Very next day my neighbor saw the mishandling of some products by the same amazon delivery agent, he was throwing washing machines from truck to concrete road, which was objected by her and she received a response that in case of damage Amazon will provide a replacement. I report this issue to amazon on dated 16/6/2020.
Even after the commitment of 72 hours of return and refund no progress was done till 18/06//2019(72 hours completed), so-called amazon on 18/06/2020 evening and Amazon representative committed to me that it will be don’t in next 48 hours which was ended on 20/06/2020. After 48 hours I reconnect amazon through a call, where I get a commitment that the issue is escalated to some backend team(NOC) and return will be done in next 24 hours and that the executive will himself ensure the same and will call me next to provide delivery person details. But next no one from amazon contacted me and no progress was made for a refund and return and I had left no option other than to reconnect amazon on 21/06/2020. This time Amazon told me that yesterday(20/06/2020) they escalated my issue to the NOC team and within 72 hours from 20/6/2020 either they will pick the product or provide me a direct refund. He also assured me the parcel will pick up in the next 24 hours.
By trusting on his statement I took leave from my job(As I live alone) to ensure smooth return but no progress made on that day as well and I reconnect to amazon on dated 22/06/220 where a lady from leading team give very irresponsible and rude statements and also committed the return within 24 hours(23/06/2020) which was also the ending of 72 hours after escalation to NOC team. As no progress was made by amazon for pickup on 23-06-2020 as well I called customer care and asked for a refund as 72 hours after escalation to the NOC team was over and now, they have to provide me with an immediate refund. But the executive on call denied it and told me that he doesn’t have any authority to provide me with a refund. This authority is only held by the backend NOC team. When I told him to connect my call to the NOC team, he denied it. According to him, Amazon has a policy that refunds can only be provided after the return of product but they don’t have any policy, guideline, or a document stating the maximum allowed time taken for pickup by amazon. This is an open-end that provides amazon complete freedom to steal customers’ money as if they never picked up the parcel, the refund will never be provided which is a big scam.
Kindly note that I repeatedly told the amazon that due to growing COVID 19 issue any day my township also may be locked and it would not be feasible from me to handover such large parcel(Can’t fit in the car) to amazon to a nearest accessible location and I can’t take any responsibility of it so please pick up the parcel as earliest. I also remind them on each call to share delivery boy’s contact details in advance via SMS so there would not be any mobile network issue causing trouble in the process. I tried to support Amazon’s team as much as possible but they always made false commitments and never returned my money. Kindly note that the order amount is significant and I have urgent requirements for this due to the present pandemic scenario. I already have paid approximately 52000 to Flipkart for tv and my money is stuck with you creating a huge problem. Amazon’s system, the policy with lope holes, and Irresponsible attitude & false commitments made by your team harassed me on an extreme level and gave me huge mental stress and leaves taken from my job leads me to financial loss as well.
Amazon is running a scam to either steal customer money or earn interest on this money by holding it long, this is non-ethical and never expected from such a big organization. Many customers would have fallen into such traps and suffering mental harassment and financial losses like me.