I ordered an item called "Dr. Smith's Two Seater Foldable Sofa cum Bed" on Amazon India. The seller is "Direct From Factory". and the product is "Fulfilled by Amazon". When the item arrived sometime around July last week, we decided that the product is not up to the mark. The reason is the material was not adequate. So I applied for a return since I can not afford to lose Rs. 5, 999/- on an item that is not up to the mark. The first pickup date was on 29th July 2022. As per rules, the pickup agent needs to contact me before coming over to collect my product. But, there was no phone call, and nobody turned up at my home to collect the product. So I decided to wait for one more day. But the next day, when I opened my Amazon app, I got a message saying "Pickup cancelled - Customer denied pickup". How can a customer deny pickup when nobody comes over to collect the product? I got worried since the return window elapses on 6th of August 2022, hence decided to call customer support. They said that my complaint has been escalated to higher authorities and rearranged a date for pickup. I waited another day and again, the item was not picked up and the app said "Customer denied pickup". This process happened for another two times. I called customer support again. They again told me that the complaint has been escalated to higherups and asked me to be patient. I was polite and agreed upon it. They rearranged another date for pickup. This time they assured me that my item will be picked up and I will get my refund. But again, nobody comes over and the process repeats. Next time I called, they said that they requested an advanced refund for the product as the return window will elapse on 6th of August. They stated that I would be getting my refund if the same process repeats again the next day (yes, they rearranged the pickup date again.), I would get my full refund and the product would be picked up at a later date. But again the next day, same thing happens. I called them up for the status of my advanced refund, since it was almost 6th August. They asked me to wait for 48 hours and that they escalated the issue to the higher authorities. After 48 hours, no update. My balance is still the same. The same process repeats 6-8 times. If the issue was escalated to the higherups 7 times already, why hasn't my problem been solved? After placing 4-5 advanced refund requests, my balance is still the same. Nobody picks the item up, I don't get my refund, nothing. And to pay necessary bills, that Rs. 5, 999/- is a very crucial amount of money for me. It has been 20 days since I placed my return request, and the product is still with me and I have no refund. They keep rearranging my pickup date and when I call the pickup agent, they say that they were not allotted to my address. There is no action being taken whatsoever. I have been polite with all the customer service agents but my problem just doesn't get solved. It doesn't matter if the problem is from the seller or the pickup agent or Amazon itself, but when it is an Amazon Fulfilled product, the responsibility should be taken and the issue should be solved ASAP. I have been using Amazon for more than 5 years now and this is by far the worst experience and the biggest disappointment that I've ever had. I want my refund as it is well within my right to demand my refund. It is well within the policy by Amazon. I hope the issue will be resolved ASAP and hope that this concern of mine is seen by Amazon. I request your good self to please look into the matter and consider my refund request as early as possible. Awaiting your favorable response. PFA... the original invoice of the product that I have bought.
Regards,
Ganesh Iyer (ACI)
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