Amazon India — breach of agreement and fail to deliver their own promises

Product details:
Order # [protected]
Order # [protected]

Please read the whole thing first and please tell me why should i avail services of amazon?

Starting with day 12th september 2017:

11:01am: got a message from amazon stating that my product muscle blaze raw whey protein - 1 kg is out for delivery along with the number of the delivery agent.

11:02am: [protected] amazon agent - i called him with my registered number to guide him and tell him that i am not at home, but my mom is at home and she will receive my product. Agent said ok and he will deliver it when he will be there at my location.

5:15pm: got a message from amazon that they were not able to deliver my product because agents were not able to contact me. Here i agree that i was at fault because the number on my shipping address was different and my registered number is different. The number on the shipping address was with my mom and it was not working, i realized it after i got back home.

5:53pm: i called the customer care team. I explained them the whole thing and they made the changes in my contact details. But i told them that its quite unprofessional because i gave a call to the agent from my registered number which is working fine and he didn’t saved it as my alternate number. But, its fine number was updated and i thought that my product will be delivered the next day i. E. 13th sep.

13th september 2017

6:31am: amazon message your products are arriving today

7:39am: [protected] amazon agent who was suppose to deliver my product on 13th sep

9:57 am: called the agent, again informing him that i will not be at home, he already have my updated number which was updated last evening. But the agent said that i was late at work, and someone else took your order to deliver. I said "ok!, please tell me the number of that agent so that i can guide him". Reply from that agent was "mujhe ni pata". Which personally i felt really rude.

10:30am: i again called the customer care team to check with them where my package is and by what time will i receive it because i will come back home during that time so that the delivery of my products i paid for will be smooth. They assured me that my product will be delivered to me by 1 pm as it is already out for delivery. I told him that if not i'll cancel this order.

12:39pm: i received message that my product couldn’t be delivered because team was not able to contact me. And the delivery attempt will be made tomorrow again.

Here i again called the customer care team, to ask them what is going on? Even after getting my number updated twice i am not been able to get my product and while talking to them i again got a message after 4 mins that my products has been delivered. While on call i told them that now it says that my product has been delivered and i am here talking to you guys. I also asked them that who did the agent deliver my products to for which i paid for in advance. They had no answer and they asked for me to wait till 8 pm today and my product will be with me by then. This was the second assurance of the day.

7:49pm: by this time i was again pretty sure that my product will not be getting delivered to me today as well. So i called customer care team yet again. This time my call got transferred to the escalation team directly and i talked to khushboo first, i explained her the whole thing and she assured me that she will be escalating it further. I told her that i think this issue is out of her hand and i would like to talk to someone higher up then her. So she transferred my call to anubhav who told me that he is the floor manager.
I had a very good conversation with anubhav about why should i not cancel my order and how much amazon value their customers. He influenced me with his words and assured me that tomorrow i will make sure that your product gets delivered to me on highest of priorities. I said ok, i will give you a 3rd chance to resolve the issue and get my product delivered to me by tomorrow i. E. 14th sep between 11 and 1 pm. And he also told me that i will not have to call the customer care team or delivery team again and we will contact you back from our end. I was satisfied with the answer and i said ok.

14th september 2017

Today i didn’t get any message from amazon about who will be delivering my product, nor the number of agent. I am completely lost where my product is, not visibility of my product. And no one called me as well. But still i waited till 1pm. Hoping that the word of a floor manager would matter and someone will call me up to deliver my product. Status on my account still shows that the products has been delivered.

1:33pm: you should appreciate my tolerance with amazon and giving a call to them from my side rather than this happening the other way around. But i again called the customer care team and talked to a wonderful girl, she again tried to help me out. And i again told my story to her as well as i told my whole issue to all the customer care agents who were trying to "help me out". She asked for one more chance to resolve the issue. But this time she refused to forward my call to the person who she must be reporting to. Last evening when i talked to khushboo she was also from the escalation team, and she did transferred my call to floor manager. I am not sure why today she didn’t transferred the call this time. She also arranged a call from someone from the higher team but that will happen within 24 hours.

3:58pm: got a sms from amazon that my product has been returned to amazon and payment will be made, if i have paid for the product. And this message came when i again believed on the words of a person from escalation team that i will get my product today.

Highly disappointing here i am giving you chances after another you guys are making fool of me.

Now my question is do you guys really care for your customers? Because this incident i shared with you above was not the first one, this is actually the third time that i am facing the delivery issue, you can check that i have faced delivery issues with micromax phone which i sent to meerut and honor band as well.

Please i would request you not to take the tolerance of the customers for granted. I have been a loyal customer to amazon and have been giving chances after another. I still don’t have any visibility of my product. I am now thinking to go to consumer forum because this is a legal dispute because i have paid for my product and still no one has been able to help me out. I am trying still to get this thing resolved and that is why i am mailing you and brining the whole situation to your notice. I am not sure how much recognition will this mail of mine will get. But i am still trying.

I was not expecting this from an e-commerce giant of the world.

Please try and revert me back at the earliest.

After this incident, me being a fool gave them a chance to prove themselves. And bought mi phone.
Order #[protected]
Still i face the same issue where i am not even aware my product is. During this case one customer care agent disrespectfully disconnected the call on me while i was talking to him.

I have got all my products. Protein i received on 14th sep where the delivery date was early and was suppose to come on 12th sep. And i got after talking to the manager harsha from the escalation team of amazon and he promised me that this will not happen again.
Shaker i got on 15th, again after much hassle i received
Mi phone i got on 23rd at 8 pm. And he directly reached home without us knowing, where the product is whole day and whether we were at home or not.

There were promises made at many levels as you can see in the whole incident. I did received my product but at the cost of me being harassed, fooled, cheated and disrespected by the team at amazon. I should be asking for compensation from them but instead i am sharing my experience so that no one else faces such issues. Very bad experience shopping at amazon even after being a prime customer and more then 25 items bought from them.