I, Tapas Basak, had placed an order with Amazon India, vide Order#[protected] along with other Order#[protected] on 16/12/2016. The estimated delivery date was 29/12/2016. The items in this Order#[protected] were transported through GATI Courier. The courier service company did not provide any regular update in their online “item tracking” option. On contacting various occasions with Amazon through their customer care call centre as well as through e-mails, they always merely assured me to have patience to receive the products. On 28/12/2016, I received a call from GATI Courier with mobile number [protected] (though the SMS through they communicated me stated that “Your order from Amazon booked vide GATI DKT[protected] is out for delivery, Contact Person- Sourav Seal/[protected], from DM-GatiXX 28/12/2016, 12.25p.m.). After a while, someone referring himself Gati representative asked me to come to Fulia Railway Station (District- Nadia, State- West Bengal) to collect the items. I asked him to come to a place at just one minute distance. But he said that he could not deliver the items if I would not come to his place because he had to catch the next train to his home. And to my utter surprise, that night Amazon gave an update to my registered e-mail with them that “ This is to inform you that package from your order with tracking ID[protected], shipped via Gati could not delivered as no one was available to receive it. The package will be returned to us within 5 business days after two unsuccessful delivery attempts.” As this is utter lie, I contacted Amazon. They escalated the matter as some Rohit from Amazon Escalation Team informed me through mail. Next day, Gati phoned me in the afternoon and asked me to stay home to receive the item. But none appeared. And at night a mail which was same as the previous day’s was sent by Amazon stating that no one was there at my address to receive the items or the items were refused to be received by me. I, again, communicated Amazon in both ways- through customer care helpline as well as through mail. On 30/12/2016 at 2.08 a.m. some Nishanth from Amazon mailed me stating that “the item is returning to seller” and Amazon has “added a promotional/goodwill Amazon.in gift card” of Rs. 100” to my Amazon account as compensation. I replied to Amazon, again, both ways- through customer care helpline and mail that as a customer I have already paid for the items as exactly Amazon had asked to at the time of booking and as I have never refuse to receive the package, Amazon must not entertain the “lies” provided by some unprofessional like Gati courier. Amazon also mailed me that the item was being returned and they had initiated refund for the paid amount. But I have never asked Amazon for cancellation of the order or any refund. Every time I communicated Amazon, as a customer, I always wanted the items I ordered.
Surprisingly, on 30/12/2016 after the return process was started (as Amazon informed me), I received a call from Gati at 01.08 p.m. with mobile number [protected] and a person over phone asked me if I would agree to receive the package, he would come to deliver the package. I told him I had never refused to receive the same. After one and half hour he phoned me having difficulty to find my address. Though it is a proper and authentic address where all my postage items come, I tried to help finding my address and I, myself, phoned him; but he, like a typical Gati representative, began to behave rudely with me. So I simply told him, “Sir, the address provided is a genuine address and it is your duty to deliver the package to the address”. After that he had neither come nor delivered the package. And at night Amazon again mailed me stating that I had refused to receive the package.
Now, as a customer, I find myself cheated by the Amazon India (may be some third party is responsible for this and that is a concern of Amazon) and deprived of the rights of a consumer. So as a customer, it is not enough for me to have a gift card as compensation. Amazon must deliver the items for which they have been paid for. Also Amazon has alleged me as they referred that I have refused to receive the package. Amazon has not taken any step to resolve my issue even after they have been communicated on so many occasions. I want some positive redressal.
Thanking you,
Yours faithfully,
Tapas Basak.
2No. Nutan Fulia Mathpara,
District: Nadia,
State: West Bengal,
Country: India
PIN: 741402
Contact Number: (+91)[protected]
Jan 19, 2017
Complaint marked as Resolved Firstly, I thank the Consumer Complaints Forum that I have received the product after I sought help from them as Amazon or Gati Courier did not bother to deliver the product even after so many emails, calls made with them. Before the complaint, Gati reported falsely many a time that the customer had denied to receive the item or nobody was there at the address to receive the item or the product got tampered, etc. Sometimes the delivery persons were unable to find the address. But this time they easily found the address to deliver the product, although, this time too, the delivery person was a unprofessional one.
Secondly, no the company has not emailed me. But, in response to my complaint to Global Amazon.com through email, I received mail and call from Amazon.
Amazon India customer support has been notified about the posted complaint.
