I have placed an ORDER #[protected] on 23-Jul-2022 during prime day sale for the item Borosil Jumbo sandwich maker for the special price and I have received the item on 26-Jul-22 and found that packing and product are received in damaged condition and hence I have requested for replacement in the Amazon portal along with evidences on the same day i.e 26-Jul-2022. While placing a replacement request I was contacted by the Amazon customer care and created a replacement ORDER #[protected] and stated that I will be receiving the product on 28-Jul-2022 which is today. Since I am going to get the replacement I was so excited and waited for the replacement to be received as a new product. Today 28-Jul-2022, an Amazon person came for the delivery at 10 PM IST and denied the delivery. He asked the reason for replacement, then I said the product was in damaged condition. That is why you are going to deliver a new product and take the damaged product. But the Amazon delivery agent had mentioned that he didn't have the privilege to take the damaged product due to verification being enabled in the replacement process which is why he did not deliver the replacement and went off. He also mentioned that if verification is not there he would have taken it. I don't really understand what is happening. First of all, why did the Amazon seller deliver the damaged product to me? when it comes to replacement, why did the Amazon agent deny the product delivery? What is this nonsense? As a customer, I will go for the replacement when the product is not delivered in good condition or due to product quality issues or due to incorrect production description or due to delivery of wrong items or missing parts etc. Otherwise who will be the replacement after waiting for a certain amount of time from the date of order placed.
The following mistakes made by Amazon
Delivered damaged and used product to me
After providing the proper justification with evidence amazon team did not place the replacement order with proper instructions while product is in replacement grace period.
Amazon's delivery agent product delivery denial.
Product damage is damage. What is wrong there? While placing the replacement order, customer care person Tanu sree knows that I have got a damaged product from the Amazon seller so, in that background only Tanusree raised replacement as per the replacement eligibility criteria. I don't know why the replacement process is complicated. If the process is so critical then customer care should have taken proper care while placing an order. hmm
If Amazon has a policy for not accepting the pickup for damaged items then why will the Amazon seller deliver the damaged products. It is Amazon's responsibility to take complete ownership to provide the replacement.
When I contacted Amazon customer care, customer care person Emild J mentioned that he can process the refund. In fact, I have purchased the product after a long wait of 15 days ( prime day deals to come) during the prime day sale at a special price with amazon pay cashback offer plus bank offer. If the refund is processed I am going to lose the time and money savings ( product price difference plus Amazon pay cashback) why should I bear the loss for the Amazon mistakes. I don't think it is a fair resolution and I can't accept it.
Literally I lost so much valuable time (many days) for this transaction. Please provide me with the product replacement or place a new order with zero value as courtesy of customer satisfaction.
Kind Regards
JHV Subrahmanyam Was this information helpful? | 
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