I, being a member of Amazon Prime, would like to draw your kind attention towards the deteriorating customer service of Amazon India due to some dishonest, unprincipled and dodgy Delivery Associates as well as the loopholes in your grievance redressal mechanism.
If a company tries to hide itself as against resolving the issues being faced by the customers, it is an established fact that principles of natural justice are being denied, apart from the rules and regulations, which are put in place for the safeguard of the Consumers. Individually, some of the issues faced by me are as under, among others :
(i) Cancellation of the orders by the Delivery Associates on their own without the information to/consent of the customers.
(ii) Marking the orders as “Delivered
” by the Delivery Associates without delivering it to the customer.
(iii) One more “classic” incidence was experienced wherein the return packet was picked up by your Delivery Associate which did not reach at your end and refund was processed only after a probe was conducted by Amazon, which took approximately 15 days. That process in itself was a harassment wherein I had to call Customer Service many times and to wait endlessly for long time as much as 40 minutes as if the Amazon is of the opinion that Customers are made to suffer and they are duty bound to spend hours for the resolution of their grievances.
(iv) At Amazon, delivery of orders to customers is left on the “pleasure” of Delivery Associates to deliver it as per their convenience and sometimes on the pleasure of Seller and they can refuse to deliver.
Time and again, I have brought these issues to the fore. It is really unfortunate that right from the level of Customer Service Executive to the Escalation mechanism do not work at all. Once I had taken up the issue to Grievance Officer too, but to no avail. In my recent orders, same is the situation when two of my orders have been cancelled out of which one was under “one day delivery” being a member of Amazon Prime. It is an irony, that most of such incidents happen with “one day delivery” orders, otherwise claimed as a benefit to a Member of Amazon Prime, among others. Apparently, purpose of being a member of Amazon Prime got defeated.
Such incidents not only harass customers but also bring disrepute to your organization having international footprints. I hope that such elements will be dealt with an iron hand, but have less faith that anything positive is going to be achieved soon. it is once again requested that the issues raised may please be probed thoroughly to reaffirm the dwindling faith in Amazon’s claim of being “earth’s most customer centric company”.
Amazon India customer support has been notified about the posted complaint.
