Amazon India — Complaint against Amazon for False Delivery Attempts, Wrong Cancellation, Harassment, and Deficiency in Service Claim for 5000

I am writing this complaint against Amazon regarding extremely poor service, false delivery updates, mental harassment, and repeated misinformation related to my order, which was intended as a birthday gift for a loved one.
The issue started on the scheduled delivery day (Saturday). The delivery agent contacted me when he was approximately 2 km away from my address but refused to deliver the order, stating that my area did not fall under his route. Despite this, he falsely updated the delivery status in the system as “Customer Not Available, ” which is completely untrue.
I immediately contacted customer care within 2 hours and was assured that since I reported promptly, the package would not be returned to the fulfillment center and would be delivered within 24 hours. The customer care executive even spoke to the delivery agent and confirmed that delivery would be completed the same day. However, no delivery was attempted.
Following this, for several consecutive days, the order status showed “Out for Delivery, ” but no delivery agent contacted me. Eventually, the order was cancelled with a false reason stating that I rejected it, which is completely incorrect and misleading.
I had to contact customer care repeatedly, spending approximately 1 hour daily explaining the issue to different representatives. This caused significant inconvenience, frustration, and waste of time. After multiple follow-ups, I was offered a replacement order along with a goodwill compensation of ₹150, which is completely inadequate considering the inconvenience caused.
The replacement order was scheduled for delivery on 1st April 2026, but again, no delivery attempt was made. Instead, I received an email around 4:00 PM stating that the order was cancelled because I rejected it—despite no contact or delivery attempt being made.
Additionally, I faced rude and unprofessional behavior from a customer care executive during one of the calls. The executive was disrespectful, showed a lack of willingness to help, and disconnected the call abruptly without resolution. I was not even given an opportunity to provide feedback for that interaction.
On the other hand, I was given strong written assurances by a customer care representative via chat, stating:
“I am making sure and taking complete responsibility that the package will be delivered to you at your doorstep by today day end… You could mark my words for this… Consider this my personal project… You have my words and Amazon's name as a mark of assurance…”
Such strong commitments created trust and expectation, due to which I relied on Amazon. However, despite these assurances, no delivery was ever made. I will be attaching screenshots of this conversation as proof.
Due to these repeated failures, false updates, and unfulfilled promises, I have suffered:
Mental harassment and frustration
Loss of valuable time (multiple hours spent daily)
Embarrassment and emotional distress, as this order was meant to be a birthday gift
This has severely impacted my trust in Amazon and has also affected my personal image in front of the person for whom the gift was intended.