Amazon India — Inadequate level of service

I have been a loyal customer of your company since many years. I have purchased hundreds of orders from you till date ranging from groceries to electronics. Your services have generally been up to the mark.

This time round, I am terribly disappointed with your service.

I had ordered a mobile phone (order no[protected]. The order involved an exchange of an old phone. The payment was made through net banking.

Incidence-1

Your delivery agent came to my residence in the day time when I was at my office and I was carrying the phone with me that was to be exchanged. Hence I requested the delivery agent to come in the evening which he agreed to. He never came. So I called your customer care to deliver the phone in the evening and I was assured that it will be done so.

Incidence-2

The next day you person again came during the day time and I again requested him to come in the evening which he again agreed. He never came. Again I called up the customer care and requested you to deliver the phone at my office and I was told that the delivery will be made at my office till 6:00 pm at my office or else it will be made at my home after that. Your agent never came to my office or at my home.

Again I called up the customer care and requested the same as in incidence-2 and this time I was told that delivery at my office was not possible I would have to cancel my earlier request and place a fresh request. So again I requested you to deliver the phone in the evening and again I was assured that it will be done.

Incidence-3

Your agent never came; either in the day time or in the evening time. I kept waiting for him. When finally in the evening when I checked the status of my request, I found that out had cancelled the request.

Incidence-4

I called up your customer care and demanded that I should get my refund without any delay. I was told that it was an RBI rule that such refunds should take 3-5 working days. I know the agent was cooking up a story to cover your flaws.

Now, I neither have the product nor have my money. It is entirely your mistake and you should take diviations and process my refund early. But it seems that you are sticking to your processes even if it is your mistake. This is not acceptable. Any other company would have either made sure that the delivery takes place immediately the next day or the refund is processed mediately.

Finally, you have lost a customer and I will never buy anything from you. I have other options available.

Please not:

I too work in the corporate. I know that goo[censored]ps like these do happen from time to time. Your skills in customer service is determined by how quickly you resolve the issue.

If you can resolve the issue of an unhappy customer quickly, he would become your loyal customer- more often than not. If you don't then you not only lose that customer but also 10 more of your customers.