| Address: Bangalore, Karnataka, 560055 |
| Website: www.amazon.in |
Hello,
I regret to be writing this mail as this is not a mail to appreciate the services that amazon provides in India. This mail lists of events that I have faced and how the Amazon team has harassed a loyal customer of theirs.
I had placed an order exactly 9 days back from another account whose credentials are the follows: Email Id-archana.[protected]@gmail.com
Phone number- [protected]
address- World trade center, Amazon development center, 9ththe floor, Pin-560055
Order ID=[protected]
The estimated date of delivery was 28th of September and this was acknowledged and accepted by me only because I had got a message from them abut the delays due to Festive season. On the 24th and 27th of September, I get a message at 9.45 PM and 7.30 AM, that delivery attempt has failed, which was obviously not true as my number was on throughout and we haven't received a single message and that could be confirmed from the service provider as well. And if you notice the timings those are not even in the normal delivery timing brackets. Curious and anxious I call them on the 28th to enquire about the FRAUDULENT messages that I receive from Amazon about Delivery attempts. Now starts the real ordeal and a saga of calls to Amazon which finally leaves back a harassed and frustrated customer.
My first call was answered and responded in a way which implied that I was wrong to even ask for my delivery status and the CSE had the audacity to tell me to either cancel the order or wait and not have FOOLISH thoughts. I immediately took this up with the supervisor and she instead tells me all she can do s look into the matter later as they are busy with Diwali. I told them I am flying off the country tomorrow hence the enquiry and she tells me its not her fault that I m flying out of the country and she could go ahead and cancel the order for me. This can be validated through the "so called" call recordings.
I again called up to speak to another supervisor whom i though would be saner than the previous one and tried conversing. The very fact that they knew it was my 3rd call already, she was very prompt to acknowledge their mistake and promised me delivery by evening. I was calm and waited patiently till evening. I had already raised complaints about the behavioural issues the CSE and supervisor had with me earlier. All goes on to deaf ears I suppose.
At around 5PM, with no updates, I called them again and as the process requires it, I explained the entire situation to another CSE and asking him for an update. After putting me on hold for nearly 23minutes(again can be validated through the so-called recordings) .He tells me with a rude voice that I had called in the morning so they know they issue, and it will be delivered in the next 48HOURS. I lost it. I started telling explaining the entire situation and all he was doing was cutting more down and also had the audacity to tell me that you cancel the order. I tell him to arrange for a call back from the manager and he says even they will tell you to cancel your order so don't waste your time, and the phone gets cut.
I call again and directly ask to speak to a manager and the CSE this time tells that she cannot do it. I cut the call and call again. I was determined to let them know how they are setting benchmarks in harassing their customers.Finally when I got through to a so-called member of the "Leadership team", 'SHAMA. She tells me that nothing can be done now it will reach only after 48 hours and used the word unfortunately 200 times. I told her about my ordeal and how the "award winning customer" team has handled the situation, all she said was she will look into it and she can't promise my delivery at all.
Now the deal is this AMAZON, I am sure you have a lot of learned guys in your leadership team and you boast about that quite often, but this is something called the CLV, where is the V stands for value. YOU GUYS DONT KNOW WHAT CLV MEANS and you are screwing it up big time. Please let you entire structure have a workshop on it, I can suggest a few good ones. As far as your award-winning customer service is concerned, either the "award Winning" adjective had given them the head weight they can't handle or the awards are bought.
Situations like these are bound to happen but a gesture would have just promising me 48 hours on my first call in the morning and being sorry for the fake updates that you send to let the customers feel they missed out due to their negligence. Also, If Jeff Bezos was to get these shoes delivered (my orders), I think he would go that extra mile to have me alive in the CLV graph(workshops required).
Now you guys either take action and make me feel worth spending so much valuable time of mine on you or consider me as one lost customer who doesn't matter much. It is completely up to the "LEADERSHIP" team to decide. But coming from a similar background of work, a suggestion would be to take these things seriously.
A frustated customer
Amazon India customer support has been notified about the posted complaint.
