Amazon India — mi tv 32 inch

Address:

411037

I order a mi tv through my prime account (In the name of namita arora) as a gift for one of my relatives. The product was delivered to my relative much to his surprise. Subsequently, the installation was scheduled on 31.07.2019. The relevant person came for installation, however, he found that the product was defective. This caused me a lot of embarrassment since the product was supposed to be a gift for my relative and it turned out to be faulty.in order to save my face and ensure that he doesn't go through a lot of trouble, we opted for replacement of the same. The product was supposed to be replaced on 09 august 2019 and the contact details of the person appointed for delivery were shared with us via sms. Thereafter, i shared these details with my relative so that they could co-ordinate further and get the issue resolved. This was further embarrassing for me since i had to ask them to co-ordinate for their own gift. This process proved to be a hassle for me as well as my relative who had to regularly follow-up and tolerate the unruly and rude behavior of the seller company. The delivery time mentioned in the sms was between 11 am to 6 pm of 09 august 2019. Since, it was working day no one was there at home. As no call was received from the delivery boy, we called him to enquire about his visit. He said that he is downstairs in the society and he is coming for delivery. Since no one was there at home we requested him to visit between 2 pm to 4 pm (Which was well within the scheduled delivery time). He (Delivery boy) told us that he will not be able to come today (I. E. On 09 august 2019) and that he will deliver the product on the next day i. E. On 10 august 2019 till 12 pm. The installation for the product was scheduled on 10 august 2019 between 12 pm to 2 pm. On the next day no call was received from him nor was the product delivered and hence, my relative called him to enquire about the status of the delivery. He (Delivery boy) told us that he is not having the delivery and that the delivery has been assigned to other delivery person. However, the details of the other person (The new delivery boy to whom the delivery was assigned) were not shared with us. Later on, the delivery boy stopped answering our calls. Considering all these and also keeping in view the installation scheduled on 10 august 2019, we called the customer care and appraised him about all the facts. The customer care executive promised us that the delivery will be given by 1 pm on 10 august 2019. The product was not delivered and we again called the customer care at 2 pm and the customer care executive promised us that the delivery will be given today only (I. E. On 10 august 2019) by 9 pm alongwith the installation. On 10 august 2019 at 9 pm, i was informed that since, the compliant is filed today only, it will take 48 hours to resolve. During this time, i had to severely apologies to my relatives for the grave inconvenience caused to them and the repeated follow-ups they had to make because of my gift. This caused me further embarrassment and mental agony. I could not even face them as my gift had caused them so many problems. Since, then we have been following up with amazon but the product has not been received yet. Further, the defective product is still lying at my relative's place, much to their dismay. I am requesting them for cancellation of my product and refund of the amount paid. Till yesterday, we were told that the product cannot be cancelled and it can be cancelled only when it is delivered. Today (I. E. On 13 august 2019) we finally urged them to cancel my order and give the refund of the amount. For this action also, we am asked to wait for 24 hours. We took this action in light of the inaction in part of amazon and the seller in replacing the tv which caused grave inconvenience and agony to me as well as my relatives. This whole experience has been harrowing for us despite being a prime customer. Amazon has time and again advertised their prime services as being a premium service which brings the benefits of faster delivery and customer satisfactions. However, the present situation is totally averse to the same and calls for action against such false advertising. We are going through a grave harassment from amazon including their customer care executives and delivery boy. I request this forum to take strict action against all the concerned persons and get me the refund from amazon. I also want the compensation for the harassment through which i am going through as well the mental agony that my relatives have faced due to the lacklustre services provided by amazon. I have faced more than enough embarrassment already that i had to take the step to cancel the order. We have time and again told them that if no action is taken in the present situation, we may approach the present forum, however, amazon had no reaction to the same and it seems that they are not serious about this forum and consumer rights.