Amazon India — item not delivered but status updated as delivery the product

Address:	600073
Website:	www.amazon.in

Hi,

I have ordered the product "joy honey and almonds nourishing skin cream 800m" on 16th july and received the order on 20th july, but we verified the order in front of delivery person itself and found item got damaged, immediately we returned back to delivery person after that i did not received any replacement till date.

I raised the complaint against the seller through the amazon customer support, but i did not get any updates from customer support too. Today (05th aug). Just i verified the status of the product and the status moved item delivered on saturday 28 july 2018.

Again, i chat with amazon support team today (5th aug) about this issue, but i did not get proper response from them. They said it's third party seller, even they cannot initiate refund or modify the status of delivery.

My order details:
Order placed monday 16 july 2018
Order #[protected]
Product name: joy honey and almonds nourishing skin cream 800m
Sold by samraddhi99% bacha bazar

Customer support chat conversation.
Me:
Hi
You are now connected to sahitya from amazon.in
Sahitya:
Hello, my name is sahitya. I'll certainly try to help regarding your concern.
Me:
Hi regarding
Sahitya:
Can i know your order id or item name?
Me:
Joy honey and almonds nourishing skin cream 800m
Order #
[protected]
The status stating that delivered on
Saturday 28 july 2018
Sahitya:
Thank you for the information.
Me:
But i did not received order
Even i raised the complaints few days before
Sahitya:
Okay, i see that the tracking is delivered but you have not received the order?
Me:
Yes
Sahitya:
Thanks for your patience.
As i see that the item is a seller fulfilled item.
Me:
Pakka fraud seller
With whom delivered the product
Sahitya:
I request you to contact seller, if you haven't.
I will take this feedback sir.
Fraud sellers are not encouraged with us.
Me:
Even i raised the complaint few days before, please check the complaint status from your end
No no it's pakka fraud
Because when i raised the compliant, the customer care person said like he/she spoke to seller and updated like they will get back us with it 48 hrs
Sahitya:
The email says that the product you received was damaged.
Me:
Now i checked status moved to delivered 28th itself
Sahitya:
The seller is yet to respond.
Me:
Yes you are correct. We checked the product by the time of delivery infront of delivery person
Observed item damaged returned immediatlu with the delivery person itself.
Sahitya:
I see that the seller is not responding to the queries.
Me:
After that i did not received no replacement from seller either money or product
Sahitya:
However, do not worry, i will try contacting the seller
I request you to try contacting the seller as well
Me:
You people are saying same thing, but no use.
Sahitya:
If the seller does not respond yet, we can file a claim against him.
Me:
I did not get proper resolution from amazon customer support.
What is action you taken againt my complaint, which i raised few days before.
I need the update for that.
Sahitya:
The seller has not responded yet sir.
Me:
That's what i told earlier complaint itself
Sahitya:
I have tried contacting him again.
Me:
How the status turned to deliverd
I need answer for that.
Definitely, i will file the complaint in consumer forum
Sahitya:
The item is not returnable sir.
Me:
Against amazon and seller stating that amazon encouraging the fraud seller
Sahitya:
We would have helped you with the query if it was amazon fulfilled.
Me:
Then where is the product
I paid the money for product right
Not for seller account
Sahitya:
But given that the issue seller related, we have to wait for any response from the seller.
I agree sir, but it s a third party seller.
Me:
You did not answered my question
Sahitya:
I will file a claim from my end for you.
Me:
What is the status of my earlier complaint against the seller
Sahitya:
The seller hasn't responded yet for the query
Me:
Please do it
Sahitya:
This is why we can file a claim
I will escalate the issue.
Me:
But how come the status turned to delivered, that's totally wrong ritht
Sahitya:
There must have been a miss from the courier as it is third party product.
Me:
Please raise the complaint and share the complaint id
Sahitya:
We are against fraud sellers and do not encourage them.
Me:
Then what is guarantee for our order and money from amazon
Sahitya:
The claim is an internal process sir and no id will be generated.
Me:
We are buying the product for only amazon right
Sahitya:
Yes sir, i agree
Amazon is a market place and a platform for many sellers.
Me:
Then how can i track my complaint
Sahitya:
You will be getting any updates via email.
Me:
Every i have explain from beginning
Sahitya:
About the refund
Me:
Even i did not received any mail from customer support for my earlier complaint
When i will receive the refund
Can you do me a favour?
Can you please change the status as undelivered due to mentioned the reason
Otherwise i will file the complaint in consumer forum
Sahitya:
I regret this suresh but once the status is updated
It cannot be chnaged
Me:
Then will proceed further legal action from advocate
Sahitya:
I understand that you are frustrated sir.
We will try and escalate this query.
Me:
Please arrange the call back from your higher official
With the status
Sahitya:
Okay sir.
I can arrange for that.
You will be contacted within 24 hours
Me:
Thanks sahitya
Sahitya:
Is there anything else that i can do?
Me:
No need
Thanks for your support