Amazon India — Laptop Defective, return pick up agreed, but cheating from taking it back by delay tactics

Address: amazon bangalore seller

Dear Nodal Officer,

I am writing to escalate an unresolved issue regarding my order with Amazon.in, as repeated follow-ups with the Executive Customer Relations team have failed to produce a resolution.

Order Details:
Order ID:[protected]
Amount Stuck: Rs. 34, 000
Issue: Laptop delivered defective; return/refund pending
Invoice: Attached

Timeline of Events:
1. 13 June 2026 - Issue reported via call; return accepted by Amazon.
2. 20 June 2026 - Mr. Ritik (Executive Customer Relations) confirmed pickup scheduled for 21 June 2026, with refund to follow within 13 days of receipt at the fulfillment center.

3. 21 June 2026 - Pickup did not happen. No prior or subsequent communication from Amazon.

4. 23 June 2026 - On follow-up, I was informed the pickup date had been unilaterally pushed to 26 June, again without consultation.

5. 24 June 2026 - Mr. Ritik promised for the delay and committed to a personal follow-up but no use till date.

6. 26 June 2026 - Second scheduled pickup also failed. No executive contacted us or arrived, despite the laptop being kept ready and someone available at home as required.
7. 26 June 2026 - On requesting a callback, I was attended to by an agent named Ankita, who I found rude and dismissive while I was trying to resolve a legitimate, already-escalated complaint.

This is now my third written follow-up on this matter, with two consecutive missed pickups and no proactive communication from Amazon at any stage. My refund of Rs. 34, 000 has been stuck for over two weeks due to operational failures entirely on Amazon's side.

As a long-standing Amazon Prime customer, I expected this to be handled with basic professionalism and timeliness. Instead, I have had to repeatedly chase a resolution for a defective product I never asked for.

I request the following, on priority:
1. A specific, confirmed pickup date and time window within the next 2 business days, with the assigned executive contacting me before arrival.
2. A written explanation for the two consecutive missed pickups.
3. Confirmation of the refund timeline once the item is picked up.
4. A review of the call handled by Ankita on 26 June 2026, given the conduct on that call.

I look forward to your urgent intervention.

Regards,
Nandha Kumar
gopal.[protected]@rediffmail.com