I’ve been a very long term customer of Amazon and now of Amazon.in. I’ve always felt that Amazon is the gold standard for e-commerce and was a happy and loyal customer. However, in 2016 Amazon.in has gone on to be classified as terrible and perhaps the worst ecommerce platform in India, entirely due to the horrible customer service. Every site has hiccups but it’s only when you contact their customer service do you know how bad things can get. Amazon.in CS reps are at this point quite terrible, they can’t read and understand customer complaints or have the ability to communicate effectively. I’ve wasted about two months interacting with their reps now who can’t do anything more than type "your experience is not typical" and not answer the questions. And this is not the first level rep, this is the response after escalation to their executive team. I still haven’t received a response to a simple question after two months(Including three weeks after writing to their MD, the only response).
Overall, I think most products are good and the delivery is good. However in case of a simple problem that can take a three minute chat or call with Flipkart to fix, Amazon will not result in a comprehensible response for months, and the reps are trained to respond in glorified platitudes "we understand you are disappointed" "your experience is not typical", "your feedback is valuable and will be read by the concerned team" and such nonsense without ever attempting to communicate to you about a solution or even say "We’re sorry" in a reasonable way. All this, after emailing their Managing Director after wasting a significant amount of time with level 1, 2 and 3 reps!