Amazon India — Defective product sent, not refunding money after return

Address:	560055
Website:	www.amazon.in

On March 3rd I ordered a bluetooth speaker via Amazon India and recieved it on 11th March, after opening the box I found that the product was damaged and one of the two small speakers was defective, also the radio did not work as expected. So I raised a return request via Amazon. This is not something uncommon, in me previous experience I have done similar actions for defective products. But with my surprize this time Amazon did not take the responsibility by categorizing the order as '3rd Party Seller' and the buyer has to directly send the return (by paying from buyer's own pocket). The order reference number is[protected] and this order is protected by Amazon's A-to-Z Gurantee Claim.

Amazon India Bangalore address:

Brigade Gateway, 8th floor, 26/1, Dr. Rajkumar Road,
Malleshwaram(W), Bangalore-560055
India

After I submitted a return and refund request, I received a call from the seller 'Online SS' from Meerut UP. The full address of the seller is given below:

Swift Services.
Shop no 8, Behind NAS College Main Road.
Subhash Nagar, Meerut, Uttar Pradesh, PIN - 250001
Phone Number:[protected]
Mobile: [protected]

The seller called me and asked whether I can take the product to a service center nearby. I replied saying that I have no intention of buying a product which does not work from Day 1 and needs to be taken to service center. I wanted a refund from the begining. The seller did not raise the refund request, he simply closed the request from his end. Upon contacting Amazon Customer Service (Mr Zain email copy attached), he told to send the courier by my own conveyance and seller will refund after received. But to my surprize, now the seller has replied saying the same thing which I was telling from the begining, the product was defective and damaged and hence cannot be refunded. This is circling back to the same issue I reported originally.

I also escalated this to Amazon Managing Director (Mr Amit Agarwal) and recieved email from his desk, but till date I am not recieving any sort of refund. No one from Amazon is taking responsibility.

First of all, a police complain should be raised against the seller for practicing fraud and falsification. Secondly Amazon needs to pay a penalty for the claim along with the actual claim amount.