Amazon India — Non delivery of item and refund not processed

Address:	Bangalore, Karnataka, 700056
Website:	Www.amazon.in

I will like to introduce myself as a regular customer of Amazon. However, I have been really disturbed by the pathetic level of customer service that I have recently received from your Indian subsidiary.

I ordered a few bed sheets to be delivered to my parents back in India on 8th Feb 2016. Order ID[protected]. The item was expected to be delivered by 25th Feb but it never arrived. Given that it was a third party seller, I reached out to the seller asking about the whereabouts of the item on 24th Feb, 2016. The seller informed me that the package has been misplaced by Amazon easy ship. I subsequently reached out to Amazon too and they acknowledged that they have missed the delivery date. Amazon promised to call me back on 29th Feb and they never did - instead they sent an email saying that they don't have an update from courier team.

With lack of response from both the seller and from Amazon, I filed for A-Z Guarantee claim on 1st March 2016. As per the terms, Aamzon.in is expected to refund based on my original payment method. It also says that most claims are resolved within 1-2 weeks.

And here I am after 3 weeks waiting for the response. What I find disgusting is that despite Amazon losing the parcel, they refuse to take ownership for refunding the money. Please see excerpts from the subsequent emails/chats :

a) 12th March - "I currently see that A-Z Claim has been filed for your order. Hence, I'd request you to wait and I'm sure you'd receive a positive response soon"

b) 17th March - I still had no response back and therefor reached out to the customer service again. Response : "The A-Z team had concluded the seller to initiate the refund for the items... I will contact the seller on your behalf and request him to initiate the refund". As per he A-Z guarantee terms, Amazon.in is expected to process refund, I am not sure why the third party seller needs to process it. Does that mean that my card details are being shared with the third party seller. This is a serious breach of data security.

c) 19th March - Still no refund so I reach out again. Response : "I have escalated the issue and we will make sure that our team response back to you within 24-48 hours regarding the refund for your order". I received no response within 24-48 hours.

d) 21st March - Still no refund, so I reach out again and I ask for a firm date to receive the refund. Response " Allow us time till 24th end of the day we will try to resolve the issue". And I received no response back.

e) 25th March - still no refund and so I reach out again. Response : " I can assure you that you will surely get your refund as soon as possible... I have concerned with my senior and we have escalated the matter to the higher authorities of A-Z team and requested them to issue the refund for the product as seller is not responding... As of now I would not be able to provide the exact date (for refund)"


On 26th I receive a email from Amazon where they have chased the seller again for issuing the refund.

As you might appreciate the reason we order through Amazon is because of the assurance that Amazon provides that our money is in safe hands. But the above sequence of events suggests that this is not really the case. It has been almost 3 weeks now and I am still waiting for refund. All I have been provided till now is assurances but I have not received my refund.

Reading your interviews, I get an impression that you treat customer complaints very seriously. The normal complaint escalation process has failed and therefore I am writing to you hoping that you will take appropriate action to a) process my refund b) compensate me for the hassle and c) take appropriate action to improve customer service in future so that I dont have to do through this experience again

This is my last attempt to reach out to amazon for refund. I hope a resolution soon or unfortunately I will have to take appropriate legal action to get my refund.