Hi,
This is to bring to your notice that we had ordered a diwali gift (Order no :[protected], dated : 31st oct, 2018) as a surprise for our father, to be delivered before diwali.
The delivery date, under prime option, was 2nd nov, 2018. The delivery was received on the promised date but the product was different. Instead of getting the ordered item (Worth rs. 7, 400), we received wrong item (Worth rs 500).
So,
The wrong product was delivered. The bill was different (We got the item that was supposed to be delivered to someone in punjab). The complaint was not registered even after a confirmation from helpline executives. Its is difficult to get some manager online and even if you get one, they seem clueless which leaves you to wonder whether he is actually a manager or some other helpline executive trying to get away with escalation. We would have to wait to get an update until amazon completes its investigation.
Here is the turn of events:
The issue was raised immediately with the delivery person, but he asked to contact helpline as there are different channels for delivery and returns.
As directed, the concern was raised to helpline, the same day, where a helpline executive filed our complaint and confirmed that the replacement guy would pick up the wrong item by 1pm, the very next day, and that we will get the ordered item within 2 days.
Not having received any communication till 5 pm, the next day, we called the helpline again. To our surprise, the helpline executive denied registry of any complaint and asked us to initiate a replacement request again. This time again, the executive confirmed us replacement within next 2 days.
To our dismay, we did not receive any further communication and called helpline again. The executive told us to be patient as amazon would have to investigate the complaint and status of our replacement would be updated thereafter. He also mentioned that investigation is a time consuming process. This time the executive asked us to send photos of the bills for the item that we had received.
The executive denied giving us any timeline for resolution of our complaint. Being frustrated with such a poor response, we asked the executive to connect us with some-one at managerial level, thinking that the manager might put things into perspective. Even this was not easy. The executive did not want us to escalate things to his manager. After 10 minutes of demanding a conversation with a manager, the executive connected us with some-one (Not sure that this person was a manager, although he said that he is from leadership team) who very blatantly told us that investigation is standard procedure and it takes time. We asked the manager to initiate refund but he told us that refund/return could only be initiated once the investigation is complete. No matter what we do or where we raise this concern, we would have to wait for the next 3-5 days before we get any update.
I know even writing this mail might end up stirring nothing, but would like to give this a try.
When a company's propaganda is based on how good its delivery/return policies are and when the industry in which the company operates, weighs it success on how swiftly things get resolved; it is sad to see things turning out the way they did.
Doing investigation is good but this matter is internal to your company. You are at fault for delivering wrong product. This should not affect your customers.
Please look into this matter and update with a resolution as soon as possible. Fyi - the amazon account is in my sister's name : prashansha kaushik
Thank you for ruining a surprise gift this diwali.
Regards,
Kunwar paritosh kaushik
[protected]
Amazon India customer support has been notified about the posted complaint.
Worst commitments. Always false information to customer.
Phone: +91 [protected]