Hi,
I ordered food library the magic of nature combo of nestle nido instant full cream milk powder with food library drinking chocolate powder, 400g, 100g with order number[protected]. I was suppose to receive the item on 2nd nov 18. Since i did not received the item on 2nd nov and the status shown as delivered. I contacted the amazon agent mr. Naveen via online at 3:14pm ist. I have been told that, mr. Naveen is going make a follow up with the delivery agent and the item will get delivered by 3rd nov. Since, i didnt received the item till 8th nov. I contacted amazon via chat on 9th nov at 7:30am ist and talked to mr. Sharath followed by the conversation with the supervisor mr. Harshal. They promised that, their will be a final resolution on 13th nov. Again, nothing happens on 13th nov. I then contacted the amazon on 14th nov at 12:16pm and initially talked to an agent called priyanka s where she was so rude and was saying all unnecessary things without looking at the issue. I then told priyanka to transfer me to the supervisor. Its been transferred to preethi where claims to be from the leadership team. She said, she will look into internal resolution. But their is no solution. I need my cash back. Please see below the chat history with i have with your customer service teams.
Me: order #
[protected]
You are now connected to priyanka s from amazon.in
Priyanka s: hello, my name is priyanka s. I'll certainly try to help regarding your concern.
Me: hi priyanka
Food library the magic of nature combo of nestle nido instant full cream milk powder with food library drinking chocolate powder, 400g, 100g
Order #
[protected]
I was suppose to receive the item on 2nd nov
But i havenet received the item
I contacted you guys couple of times
Priyanka s: i'll right away escalate this issue to our investigation team so that they'll check with this.
While we investigate the issue, i'd like to ask you to please upload a copy of your photo id proof (Aadhaar card, passport or pan card). Please note that your submission of this id proof would speed up the investigation process.
In order to upload a scanned copy of your id proof to your account, please go to the following link on your desktop or mobile browser and follow the instructions:
https://www.amazon.in/gp/kyc?ref_=ya_d_...(see full link)
I request you to please wait for 3-5 business days from the date of complaint. Saturday, sunday and public holidays are not considered as business days.
Contact us on 23rd
Me: wait
I already waited all these days
And i have been told to wait till 13th nov to finish the investigation
I have the proof
I just dont want to hear anymore excuses
I already left india on 9th nov
I have the chat prrof with me with your colleagues and your supervisers
Priyanka s: that is the maximum timeline
Okay
Me: not maximum timeline
Maximum timeline already exceeded
What you said is already been told by your colleague when i first contacted on 2nd nov
Followed by another contact on 9th nov
Now
I just dont want to hear any more dirty excuses
You mess up things
Priyanka s: i'm sorry to inform you that without an update from our investigation team we will not be able to provide any refund or replacement.
Me: are you checking the history?
Honestly you are so rude
Without going through the issues in details
You are saying some dirty excuses
I have proof for all the convesations
Priyanka s: as i've already informed you it takes 3-5 business days to receive an update from our investigation team so i request you to please cooperate with us.
Me: no way
I already gicven enough time frame
Do you want the proof for the convesation earlier?
I have the chat history
Priyanka s: yes,
Me: your colleague even promised a final resolution before 13th
That too was your superviser
Priyanka s: we have chat history rinu
Me: i will sent tou the chat history
Ok if you have the chat history
Priyanka s: policies will be followed by everyone in the amazon rinu
Me: you can see what your colleague said
Priyanka s: yes, i've checked
But now i need to raise a investigation
Me: investigation already raised
Priyanka s: and now my supervisor will also provide same information
No rinu
It was never raised
I've raised now
Me: so are you saying your previous superviser aswell as colleague never raised any investigation
You are confirming this right?
Priyanka s: yes
Me: harshal was the superviser who raised the investigation
Priyanka s: okay
Me: i dont trust you
I have been told this several times
So i dont trust you
Priyanka s: okay
Please let me know, if there's anything else other than this.
Me: yes
Need your complaint department
And your employee
Id
Amazon customer service shouldnt be so rude like this
I know what to do
Priyanka s: as per company policies i'm not allowed to share
Me: so whats the investigation id you are claiming to raise
Priyanka s: your order id is the complaint number
Me: send me the screenshot of the investigation you raised
Priyanka s: as per company policies i'm not allowed to share screenshots
Me: where it is mentioned?
Nowhere in the website it says
Priyanka s: it is mentioned to company employees rinu
Me: send me the link
Priyanka s: it will not be shared or seen by customers
Is there anything else i may assist you other than this?
Me: if you still cant do a proper customer service job or cannot assist a customer
Transfer me to yoru superviser
Priyanka s: even supervisor will provide same information
Me: doesnt matter
I need to talk
Priyanka s: okay
Let me transfer the chat
A customer service associate will be with you in a moment.
You are now connected to preethi from amazon.in
Preethi: hello preethi here from leadership team to assist you.
Me: hi preethi
Let me first make a complaint
Preethi: yes
Me: your colleague priyanka s which i was talking honestly not fit for the job
She is so rude
And not even looking whats going on the issue
2nd thing
I am totally frustrated with your delivery agents
I was suppose to receive the item on 2nd nov
But never received the item
Preethi: let me check this for you. Please allow me 2 minutes.
Me: and contacted your department couple of times
Order #
[protected]
You are now connected to sharath from amazon.in
Me: hi sharath
Order #
[protected]
Sharath: hello, my name is sharath how may i help you?
Me: thats my order number
I was suppose to receive the item long term back
But till now i have not received the item nor i received any phone calls from your delivery team
I already reported this to amazon by chat on 2nd nov with mr. Praveen
Sharath: i see that the package was supposed to be delivered to you by wednesday 7 november 2018
Me: he confirmed that he will contact the shipping company and will get it delivered by 3rd nov
And he also said, he will make a complaint aswell
But nothing happened so far
Sharath: and i can see that it was marked as delivered on 2 november 2018
Me: when i had a look at tracking its howing as delivered on 2nd nov
He also given a delivery agent phone number
Praveen: delivery agent (Phone: [protected]).
That was the phone number he given
When i called the number, its not answering
Rang more than 10 times
I ordered this product for my baby
Sharath: i see that we have also forwarded the details to the courier team to track the package and the team is working on the issue and it is taking bit long time than expected.in this case we request you to wait till 13 november 2018 so that the package will be delivered to you.
Me: and i am going back tonight
No one one will be in my home after today
We are going back to us
We orderd the product to use while we are in india
Its baby milk powder
Your colleague promised it will get deliverd on 3rd nov
And its your responsibility to resolve it
Rather than keep changing words
Honestly, i am frustrated
Sharath: i understand the situation but we are working with the courier team. I'm really sorry for any miscommunication happened with my colleague
Me: sharath
How long you have been working?
I reported this on 2nd nov
I am sorrt, i cant wait like this endlessly
Today is 9th nov
7 days is more than enough for you to escalate things
Now, i need my money back
If you done a mistake, you have to resolve it
Not making the customer to suffer
Its your company mistake
How can i trust amazon like this?
Amazon is a brand
Sharath: i'm informing you that we wont let you bear any unusual loss. Please give us some time we will resolve the issue for you.
I'm keeping a personal followup on the order
Me: this is the same word your colleague also told me
Honestly, i lost trust in amazon india
I have your colleague chat history with me
Sharath: give us time we will get the issue resolved
Me: whatever you said, is exactly the same script
What time sharath?
I given you lot of time
The prodcut was supposed to get delivered on 2nd nov
And i even contacted you and complained
But nothing happened in past 7 days
And again asking for time?
Sharath: i see that the estimated delivery time of the order was on wednesday 7 november 2018
Me: then why its showing as delivered on 2nd nov?
Sharath: and we have asked you to wait till tuesday 13 november 2018 for the things to get resolved
Me: ok. Wait
Let me make it clear
I wont be here form tonight onwards
*from
Sharath: as it is showing as delivered on 2 november 2018 we have forwarded it to the concerned department and the team is working on the issue
Me: so whats going to happen?
If someone comes home no one will be here from tonight onwards
And is that some what trying to resolve?
If you can deliver before 4pm today, i will take the product
Otherwise, i dont need the product as no one will be at home from tonight.
And i dont need the product after 4pm today
Thats the maximum time frame i can give you
Sharath: we will put in all our best efforts to get it delivered.
Me: just transfer me to your supervisor
Sharath: you will get the same piece of information from my supervisor as well
Me: i am getting same answer what your colleague said and i believe you guys are following the script
Thats fine
Just transfer me to your supervisor
I need a proof aswell
Sharath: give me a moment while i connect you
A customer service associate will be with you in a moment.
You are now connected to harshal from amazon.in
Harshal: hello, i am harshal from leadership team.
Me: harshal - can you have a look at the above conversation?
Harshal: please allow me some time so that i'll go through the conversation.
Me: ok
Harshal: as i have reviewed the details, i see that the order status is said to be delivered however you haven't received the item.
Me: yes - it was supposed to be delivered on 2nd nov
But i havent received the ite,
*item
I even contacted yoru customer care aswell on 2nd nov
Harshal: edd for the order was of 5th of nov 2018
Me: i am leaving back to us tonight
Harshal: and tracking says it is delivered on 31st oct.
Me: delivered on 31st oct?
Shoowing me its delivered on 2nd nov
I am talking about
Food library the magic of nature combo of nestle nido instant full cream milk powder with food library drinking chocolate powder, 400g, 100g
The one with rs. 825 value
Harshal: oh your concern about second shipment
Me: yes
Harshal: yes it is said to be delivered on 2nd nov.
Me: yes showing delivered on 2nd nov
No calls from delivery agent or no one came
I even contacted your customer service on 2nd november night
His name was mr. Praveen
As per him, he will escalate and will get it delivered on 3rd nov itself
But till now nothing happened
Harshal: in this case we have asked you to wait till 13th nov because this issue has been forwarded to concern team.
Me: the same answer i got it on 2nd nov
Harshal: and this is the second time you are facing the same issue on this location.
Me: i dont need the item anymore after today as we all are going back to us and no one will be at my home
Yes
Harshal: yes sir same answer you got as we have same resolution on some issues, and cannot make any other exception on this.
Me: ok. Whats the resolution for this?
After today no one will be at home
And i am not responsible if your colleagues come home tomorrow and leave
Harshal: i apologize for the inconvenience faced, however we need to investigated on this issue.
Me: ok. Investigate
Harshal: no he will not be coming as its already delivered.
Me: ok
Harshal: so i would request you to wait till 13th nov 2018, so that we can communicate with the concern team and still if we wont get an update on tracking, then please get back to us on 14th, so that we can provide you the final resolution on this.
That was the last conversation i had with your colleagues and superviser on 9th nov
Preethi: i checked with the details rinu and see that a complaint has been raised regarding this.
Me: yes it was suppose to resolve this yesterday
Even nothing to resolve
I was suppose to get my cash back
That was the 2nd promise from a supervisor i am receiveing from amazon
The first promise was on 2nd nov
And second promise was on 9th nov
Now, if nothing is going to resolve it todays conversation, i will consider it was amazon cheated my cash without delivering the item and i will consider it as given my cash to poor people. I will definitely will write a review on online portals with all the conversations i had with amazon. I hate being i am cheated. If someone ask me any money honestly, i would give it. But, being cheated. I cant tolerate that.
Preethi: i deeply apologies for such an inconvenience caused.
I can assure you that the investigation has been raised and this issue will be sorted out.
I do request you to wait for the investigation process to be completed.
Me: i am sorry, i dont trust anymore words preethi
2 supervisors told me a date
And even you can check
Please let me know, if you can resolve now i am online
Preethi: i'm sorry rinu we won't be able to take any action without an update from the investigation team, i request you to kindly wait till 23rd november for an update.
Me: sorry preethi
No more waiting
Just to confirm
Preethi: sorry rinu i don't have that information.
Me: ok. Thanks
I will figure out
Thanks anyway
Bye
Preethi: we are really so sorry for such an inconvenience caused due to us. I know words would not matter but i will surely raise this concern so in future it does not get repeated.
Me: i know you are helpless preethi
Dont worry, i will raise it through proper channels
You may have constraints to overcome certain access
Preethi: we really do need an update from our internal team to proceed with any action to be taken on this order. Our team is working on this and help you further.
Me: it has nothing to do with you preethi
You were so kind
In your service
Preethi: i do understand your situation in this as well, all i request is to provide us time till 23 nov so that with the update we will solve your problem.
Me: no preethi
Preethi: thank you for the feedback rinu.
Me: please leave it
Nothing going to happen on 23rd nov
I clearly knows that
I am going to hear the same script again
So please leave it
Thanks
Bye
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