Amazon India — Request for Compensation of 5000 /- Rs, because of wrong commitment for 3 times and time spent for useless chat with customer care.

Jul 06, 2017

Updated by meenakshamma ls Hello,
Here's a copy of the chat transcript you requested:

Initial Question: this is regarding order no[protected] dated on June 25th
on the same day before above delivery we have purchased amazon prime.
delivery date was July 1, still we have not received Swiss Military Nylon 75 liters Blue Trolley Suitcase (TL-6)

may i know when can i get this

12:26 AM IST Preeti(Amazon): Hello, my name is Preeti. I'll certainly try to help regarding your concern.
I am really very sorry for the inconvenience.

please allow me two minutes while I check with this for you.

12:27 AM IST Meenakshamma: so in 2min it will be delivered
12:28 AM IST Meenakshamma: amazon prime is too... fast
12:28 AM IST Preeti: I see that the order is already delivered to you on 29th and also was signed Meenakshamma
12:28 AM IST Meenakshamma: there are two items
12:29 AM IST Meenakshamma: american tourist is delivered
12:29 AM IST Preeti:
Swiss Military Nylon 75 liters Blue Trolley Suitcase (TL-6)
12:29 AM IST Meenakshamma: ya
12:30 AM IST Preeti: I am really very sorry Meenakshamma, I see that there is no update on this order since 25th please give me a moment while I check this with the courier.
12:30 AM IST Meenakshamma: ok
12:34 AM IST Preeti: I am sorry that the order was not delivered as per the given date this was due to external conditions at the sellers place Meenakshamma, I kindly request you to allow 24-48 hours to get this delivered in case the order is not delivered we will help you with the refund or replacement.
12:35 AM IST Meenakshamma: see tomorrow i am leaving to usa,
i will be leaving mysore by morning 10 am
12:35 AM IST Preeti: I understand Meenakshamma, in this case please let me know if you want me to process the refund right away ?
12:35 AM IST Meenakshamma: what should i do
12:36 AM IST Meenakshamma: but i wont have time to buy new one too
what should i do now
12:38 AM IST Preeti: I am really sorry Meenakshamma for the inconvenience, even if I create a replacement right away it will take 2-4 days to get this delivered to you Meenakshamma
12:39 AM IST Meenakshamma: what is the use of prime
12:41 AM IST Preeti: Not all orders are prime eligible Meenakshamma, and also with the prime you will not be charged for the delivery.
12:43 AM IST Meenakshamma: i dont know what should i do now
12:46 AM IST Preeti: In this case I kindly request you to please allow 24 hours for us to get this delivered I have escalated this on high priority n case it does not deliver we will issue you the refund Meenakshamma
12:47 AM IST Meenakshamma: could you please tell me cut of time and date
12:49 AM IST Preeti: July 2nd 8:00 pm.
12:49 AM IST Meenakshamma: ok
12:50 AM IST Preeti: Thank you for your cooperation
Meenakshamma
12:50 AM IST Meenakshamma: and i wanted to confirm my
12:50 AM IST Preeti: Would there be anything else I may help you with?
12:50 AM IST Meenakshamma: cash back'
12:51 AM IST Meenakshamma: on prime membership and previous order
12:53 AM IST Preeti: can you please help me with the card that you have used?
12:53 AM IST Meenakshamma: standard charted
12:57 AM IST Preeti: The cash back will be credited by end of this month.
12:58 AM IST Meenakshamma: ok thank you
Thank you.
Amazon.in

Jul 06, 2017

Updated by meenakshamma ls Hello,
Here's a copy of the chat transcript you requested:

Initial Question: hi

08:52 PM IST Devender(Amazon): Hello, my name is Devender. I'll certainly try to help regarding your concern.
08:53 PM IST Meenakshamma:
ORDER #
[protected]
yesterday i had chat with preethi
08:54 PM IST Meenakshamma: she told it will be deliveredd today
may i know the status of this order
08:55 PM IST Devender: American Tourister Aegis Core Polyester 67 cms Fuchsia Travel Duffle (11W[protected]

Swiss Military Nylon 75 liters Blue Trolley Suitcase (TL-6)

is both the shipments?
08:55 PM IST Meenakshamma: American Tourister Aegis Core Polyester 67 cms Fuchsia Travel Duffle (11W[protected]
is delivered
Swiss Military Nylon 75 liters Blue Trolley Suitcase (TL-6)
not yet recived
08:56 PM IST Devender: Yes Meenakshamma I have read your query completely and I extremely apologize for the inconvenience caused as you have faced . But please do not worry, I will surely do my best to sort this out for you.

08:57 PM IST Devender: I understand your issue that you want to know about the exact status of this order as its not yet delivered and seems to be delayed

08:58 PM IST Meenakshamma: can you check with bluedart guys
where the shipment is
09:00 PM IST Devender: I'm sorry to know that you've not received this order yet.

Looking at this order, I see that tracking information is not updated since 25 June 2017 by blue dart courier service.

It seems that this item has been lost or damaged by mistake at courier facility of courier service and hence it is not delivered to you yet. As an online retailer, at times manual errors are bound to happen by the courier services, I'm very sorry for that.
09:01 PM IST Devender: In that case if you allow me then I can re send the same item as replacement
I do not wants you wait you more and face you this delay .
09:02 PM IST Meenakshamma: i must have left to bangalore yesterday,
09:02 PM IST Devender: In that case you can give me the Bangalore address I can re send the item in same address as well
09:03 PM IST Meenakshamma: but you told it will deliverd today, i made changes to travel tommarow
but when can you deliver
09:04 PM IST Meenakshamma: you told today 8:00 Pm
@ mysore
09:07 PM IST Devender: Meenakshamma I do understand we escalated but after getting reply from blue dart as they has damaged the item we failed to deliver the same
Hence I need you support and co operation
So that I can meets your needs
09:08 PM IST Meenakshamma: how can i travell from mysore to bangalore with out bag
how should i carry my cloths
09:09 PM IST Meenakshamma: my flight is on 3July 11:30PM
how can you help me
09:11 PM IST Devender(Amazon): So please if you need the item please allow me to re send order or I can issue your refund ?
09:11 PM IST Meenakshamma: wow you tell me,
now
09:12 PM IST Meenakshamma: what will i do with the if it reaches the addresss after 10 days
or what will i do with the refunded money
09:13 PM IST Meenakshamma: for this type of service you expect me to take prime service by paying 500Rs
09:14 PM IST Devender: Now It is correct that I can not change what has happened but from onward, it is my duty to resolve the issue.
So please tell me what action may I take so that I can solve this issue
09:15 PM IST Meenakshamma: send me the Trolley, to the same address, and also send me the total refund with 100% fine,
09:15 PM IST Devender: . I hope you can understand that all the delivery activities are carried out by human resources and due to some personal and environmental problem sometime these kind of issue occur but I will try my best to get it done and not repeat the same in future order
09:15 PM IST Meenakshamma: Becouse it was mistake from your side
09:16 PM IST Devender: I am sorry Meenakshamma I can send the same item again and not able to issue refund . I can provide either refund or same item as replacement
I realize a gift card can't fully make up for the faulty arrival of this order. Please accept Rs.100 gift card as a goodwill gesture and an apology for any inconvenience.

09:17 PM IST Meenakshamma: are you joking
do you undestand what is my situation
09:18 PM IST Meenakshamma: you asked me for support and co operation
thats what i did yesterday
when i spoke with preethi
09:19 PM IST Meenakshamma: i postponed all my plan by 1 day
24 hrs
09:19 PM IST Devender: Please accept my apology for the issue you faced but I am unable to offer refund and replacement too but I can assure that we would work to avoid this issue.
If you allow me then I can add 200 rs amazon pay balance and send the item again
09:20 PM IST Meenakshamma: and you people dont have follow up plan to call and inform if it was delivered for, second committed date
09:21 PM IST Devender: It is not our aim to create an issue for our valued customers. I understand you faced the issue and it is your right to ask for same compensation. But I hope you would understand my limitation.

09:23 PM IST Meenakshamma: in today's chat, please check how may times mhave you asked me to understand you people.
09:25 PM IST Devender: Yes Meenakshamma but the actual fact is this item is not available for delivery I have to provide correct details after confirmed with the blue dart
Hence if you allow me to resend the item again then please tell me and I am not authorized to issue more then 200 Rs amazon pay balance
?
09:26 PM IST Meenakshamma: you would have called me or sent email before 8:00,
09:27 PM IST Meenakshamma: you still dont know where the actual shipment is
09:27 PM IST Devender: One of our aims is to provide a convenient and efficient service and I realize that we have not met that standard in this case. Please accept our apologies.

I'm so sorry, but we can't offer any additional insight or action on this matter.
Is there anything else I can help you with?

09:31 PM IST Devender: Are we connected ?
09:31 PM IST Meenakshamma: s
wait
09:32 PM IST Meenakshamma: every one will have good aim, whats the actual fact is more important. your apologies for yesterday is ok, but without doing anything for the next yor apology is not ok
09:33 PM IST Meenakshamma: send me the Trolley, to the same address, and also send me the total refund with 100% fine,
09:34 PM IST Meenakshamma: or else plese connect me to your senior who has this limit
09:34 PM IST Devender: Yes sure Meenakshamma
Please stay connected while I connect your chat to my supervisor
09:34 PM IST Meenakshamma: yes please
09:35 PM IST Amazon: Hello, I am Simran, member from leadership team.
09:36 PM IST Meenakshamma: hello simran how are you
09:36 PM IST Amazon: I am doing good. Thank you for asking. I hope you are doing good.
09:36 PM IST Meenakshamma: yes, thanks for asking
09:37 PM IST Meenakshamma: please go through the issue
09:37 PM IST Amazon: Sure, please allow me 2-3 minutes to go through the chat once.
09:38 PM IST Meenakshamma: noproblem
09:40 PM IST Amazon: Thank you for your patience.
I have checked and learned that the issue is related to the delivery of the order which was promised to be delivered by yesterday.
09:41 PM IST Amazon: We apologize that it has not been delivered yet for which you wish to have the delivery of the order with refund of the order value as well.
09:43 PM IST Meenakshamma: first delivery date was 1stjuly2017 then second deliverydate on 2 nd july 2017, when you are not sure where the shipment is, at least there must be communication, thats not there
09:43 PM IST Amazon: I am sorry for the bad connection.
09:44 PM IST Amazon: I agree that there should be some communication from our end for the delayed delivery. I am taking this as a feedback for us.

I do apologize that none of the agent has followed up to inform you about this.
09:46 PM IST Meenakshamma: now my situation, by tomorrow 11:00 am i must leave my home, before that i must buy new trolley and do my packing. please consider the travell time with in city
09:48 PM IST Meenakshamma: so as problem i am facing becouse of your mistake and valuable feedback i have provided, i request you to send me the Trolley, to the same address, and also send me the total refund with 100% fine,
09:49 PM IST Amazon: If that was an option, the agent would have offered you.
We dont have any such option to deliver the order as well as refund for the order.
For the delay the best I can help you is adding Rs.150 into your Amazon Pay Balance.
09:50 PM IST Meenakshamma: that s not enough for oneside auto fair
09:52 PM IST Amazon: I cannot compensate with the request you have.
09:54 PM IST Meenakshamma: ok deliver the same product by 03rd july 2017 early morning 6:00 am for same address
09:54 PM IST Amazon: The order will be delivered by 8 Pm which is the maximum time frame as we cannot assure for the time delivery.
09:56 PM IST Meenakshamma: still you are not sure about your service capability, But I have flight to catch from Bangalore by 11:30 PM 03rd July 2017
09:57 PM IST Amazon: If the order does not gets delivered to you by tomorrow, we will process the refund as an exception for you.
09:58 PM IST Amazon: Otherwise, we process the refund by 5th July.
This is the best I can help .
10:01 PM IST Amazon: I don't mean to rush you, but we've been idle for 1 minute. I want to make sure our chat's still connected. If you aren't able to respond in 1 minute, this chat will close.
10:01 PM IST Meenakshamma: s
wait
10:04 PM IST Meenakshamma: for this type of capability you charged me 500rs for Prime account, for booking on 25 th June 2017 first Delivery date will be 01 July, Second delivery will be on 2nd July, and third will on 3rd July that to not sure. and you to process refund, you are telling me as if you are paying me from your pocket
10:05 PM IST Amazon: To make sure that you do not face more inconvenience and we if we dont receive any update within 24 hours, we will consider the package to be lost in transit.
10:07 PM IST Meenakshamma: you people not able to locate the shipment from previous 24 hrs.
10:08 PM IST Amazon: It seems that the package has been stuck in transit that is why the tracking has not been updated so long.
10:09 PM IST Amazon: I have escalated the issue with the team for you so that they can try to locate the package and help you with the delivery.
10:09 PM IST Meenakshamma: i still believe you can locate
10:09 PM IST Amazon: We will definitely be trying the best for you.
10:10 PM IST Amazon: However do not want to set up any wrong expectation by confirming with the details without any update from team.
10:11 PM IST Amazon: I will request you to please wait till tomorrow so that we can help you to resolve the issue.
10:12 PM IST Meenakshamma: and if you are not delivering it any time before 8:00am july 3rd, 2017 please send me the Trolley, to the same address, and also send me the total refund with 100% fine,
10:13 PM IST Amazon: I apologize Meenakshamma, in any case if the product is not delivered to you, the best that case be done from our end is issue you a replacement or refund which ever is available.
10:14 PM IST Amazon: If there is no update from carrier by tomorrow, we will consider the package as lost in transit and will help you accordingly.
10:15 PM IST Meenakshamma: I am very sorry to tell you this, then let me speak with my law consultant let me check how to go head with this, As you 150 Rs or 200 rs will not help me in any ways
10:16 PM IST Amazon: I can understand your disappointment in this regard, but hope you understand that some thing can be offered to you over the chat which is possible, setting up a wrong expectation with you is never our intention.
10:17 PM IST Amazon: I will request you to please co-operate with us so that we can come upto a resolution, as from my end I am trying all my best to give the best possible resolution.
10:17 PM IST Meenakshamma: what ever may be the intent, What the final outcome is more important.
10:18 PM IST Meenakshamma: I was not expecting this from Amazon
10:19 PM IST Meenakshamma: if you wont compensate my travel to buy a new one, no issue
10:22 PM IST Meenakshamma: i will make sure, i will get paid for what i pay and also time i spend.
10:24 PM IST Amazon: Meenakshamma, I can help you with Rs 150 as a compassionate for the issue caused to you in the case. However will not be able to compensate with the request made from your end.
10:26 PM IST Amazon: Please accept my apology.
compensation**
10:27 PM IST Meenakshamma: see my auto fare for too and fro from my home to city will be 300 rs
10:28 PM IST Meenakshamma: and what i have brought is on offer, if i on shopper stop similar item will cost me 1000rs more
10:29 PM IST Meenakshamma: and as i paid using amazon pay
10:29 PM IST Amazon: Meenakshamma, we will help you with the replacement of the product that is same product at same cost without any extra charges.
If the product is not delivered by tomorrow.
10:30 PM IST Meenakshamma: by morning 8: 00 am
10:30 PM IST Amazon: The order will be delivered by 8 Pm which is the maximum time frame as we cannot assure for the time delivery.
10:31 PM IST Meenakshamma: we are going arround the same things again and again
10:34 PM IST Meenakshamma: if its delivered by July 3rd early morning 8:00 am, no issue if not send me the Trolley, to the same address, and also send me the total refund with 100% fine, or else let me handle it consumer court
10:34 PM IST Amazon: Meenakshamma, delivery time cannot be assured from our end as our courier services deliver order till 8pm and they delivery time usually starts at 10 am.
If not delivered by this time, we will help you with replacement.
Unfortunately, we won't be able to assist any further on this issue, but we'll be more than happy to provide any help you may need in the future.
10:35 PM IST Amazon: Thank you for contacting Amazon. We hope to see you again soon.

Thank you.
Amazon.in

Jul 17, 2017

Updated by meenakshamma ls Me: Prime Account Deactivation
You are now connected to Ismail Bin from Amazon.in
Ismail Bin: Hello Meenakshamma, my name is Ismail. I'll be glad to help you today.
Me: Hello
Ismail How Are You?
Ismail Bin: I am absolutely fine, thank you.
How are you?
Me: I am doing good
Ismail Bin: Good to know that.
Me: actually i had very Bad experience with You guys
So i want to know two things
Ismail Bin: I am so sorry for the inconvenience.
Please let me know, I'll sort this out for you.
Me: 1. How to cancel my Prime account, Which i have never used for any purchase. willi be geting full refund for the same
Ismail Bin: I understand and I have checked the details in your account.
I will certainly do that for a refund.
But please let me know the inconvenience caused to you, so that I could take the issues to my leadership team to minimize such errors in the future and provide you the best service.
Meenakshamma, I hope we are connected?
Awaiting for your reply.
Me: Please check the Order number ORDER #[protected]
Ismail Bin: American Tourister Aegis Core Polyester 67 cms Fuchsia Travel Duffle, placed on Sunday 25 June 2017.
Delivered on 29 June 2017.
Me: no Swiss Military
Ismail Bin: I totally get it, would you like to return it for a refund?
Me: Ya i Requested for Return
Ismail Bin: But unfortunately the carrier didn't picked it.
Me: He may come by 10:00 Am today, Actuly I am not there My husband will handover it to him
Ismail Bin: This has been noted.
Me: Now i am in USA, With y busy schedule this is my 3rd time chat. i dont want it to too legthy chat
1. How to cancel my Prime account, Which i have never used for any purchase. willi be geting full refund for the same
Ismail Bin: Yes you will get the full refund.
I will cancel it for you.
Should I proceed?
Me: will i get the amount to my Credit card
Ismail Bin: Yes it will be credited back to your original payment method in 3-5 business days.
Me: will i get it back to my credit card it will be in amazon pay
Ismail Bin: I see that you have made payment through your card so it will be credited to your Credit card only.
Me: ok
2 question
what evere refund i get it will be in amazon pay,
how should i transfer back to my bank account
Ismail Bin: No the refund is all depends on the payment method you've used on the order, it get back to the original payment method and Amazon pay balance is non-transferable to bank.
Me: what will i do with the money in amazon pay
Ismail Bin: You can use it for your future orders at Amazon.in
Me: no sir enough is enough
Ismail Bin: Please be informed that the Amazon pay balance will in your account for an year.
Me: there is ZERO communication.
you people are not commited
so after one year what will happen to money
Ismail Bin: It will be expired.
So you will not be able to see that in your account.
Me: expire means where will the money
you people are doing magic
Ismail Bin: Like if you get the refund into your Amazon pay balance today so it will be available in your account for an year, which is 17th July 2018.
Me: after wards where will the money go
Ismail Bin: Amazon Pay balance expires in one year from the date of purchase and expiry date cannot be extended. Any unused funds also expire along with the card and cannot be claimed again.
To know more about using your gift card, visit http://www.amazon.in/help/gc
Me: more than that i dont want to use any service of yours nor i dont want to purchase any thing from you guys, and i want my money back
see leave thoes thing Money must be in my account or it must be some where, if it expires where is the money???
it will be in amazon account
am i correct
Ismail Bin: I can understand that point of yours.
May I know what do you want me to do in this issue.
Me: Simple
i want my money to be transfered to my account or refunded to my credit card
Ismail Bin: You want the Amazon Pay balance which you must receive as refund after receiving the product into your Bank account, is that right?
Me: ya
Ismail Bin: Allow me a quick moment.
Me: ok
Ismail Bin: Thank you for the patience.
Me: ok
Ismail Bin: Firstly please confirm that should I initiate the refund for your prime, let us finish 1st part, then we will move to the 2nd part.
Me: ya please
Ismail Bin: Prime successfully cancelled, INR 499 refund will be issued.
Me: thank you
Ismail Bin: You're welcome.
And for the amount which would be refunded to your Amazon Pay balance and which you don't want to in Amazon account but wants to get it transferred to Bank,
Me: s, But there is some more amount in amazon pay 35 Rs/-
Ismail Bin: I got in touch with my superiors they also informed me that the Amazon pay balance is non-transferable and I have informed you the same.
Me: so what about this refund then
Ismail Bin: You will get it in Amazon Pay balance only. I tried in every possible way but that's not possible as per the policy.
Me: How should wego head from now then
Ismail Bin: You can ask any of your friend's who shop on Amazon to use the amount which you get in refund for anything they shop you can take the money from them in exchange.
Me: do you know what you are talking
Ismail Bin: I'm so sorry, but we can't offer any additional insight or action on this matter.
Is there anything else I can help you with?
Me: see i am not asking money from amazon
i am asking my money
Ismail Bin: As there is no additional action we can take over this matter, I am forced to release this chat.
Thank you for shopping with Amazon

Jul 17, 2017

Updated by meenakshamma ls Refund
You are now connected to Amazon from Amazon.in
Me: ORDER #[protected]
Amazon: Hello, my name is Ankita. I will be glad to help you.
Wish you a pleasant morning.
Me: Hello ankita< how are you
Amazon: I am good.
Thank you for asking.
I hope you are doing fine.
Me: ya
Amazon: I will surely help you with the refund status.
Just to confirm, is this the item that you are referring to-
Swiss Military Nylon 75 liters Blue Trolley Suitcase (TL-6) ?
Me: ya
Amazon: Okay.
May I know if the item has been picked up or not ?
Me: i dont know?
i am in usa
i belive its not yet picked up
Amazon: Okay.
Let me check it for you please.
Me: ok
Amazon: Thank you for your time.
Meena, I have checked and found that pick up is scheduled for today.
Me: ya 7-10
Amazon: As soon as the package would reach to us, you will receive an auto-generated email and full refund will be issued automatically.
Me: but i want the refund to my bank account
Amazon: I am sorry, refund is always issued in original payment method.
So, as the payment was made through Amazon Pay Balance, refund will be credited to the same mode.
Me: see the thing is i am not happy with the amazon service
i dont want to use it in future
so i dont want it in amazon pay
Amazon: I am sorry for that. Just would like to inform you that we are launching Prepaid recharges soon. With this facility, customers would be able to recharge their prepaid number with the Pay Balance.
And this refund will be available in your pay balance for complete one year.
So, you can use your pay balance to recharge your mobile.
Me: use less i want my money back
Amazon: I am sorry, due to system restriction refund can be issued in original payment method only.
Me: please check your service for the ORDER #[protected]
You are now reconnected with Amazon.
Amazon: I am sorry the chat was disconnected due to some network issue. I am glad that we are reconnected.
I understand your situation. Please accept my apology for all the inconvenience caused to you in this case.
Me: i am not happy with service, and i am asking my money back
4000 rs /-
i cant use it for recharge
or i dont want to buy anything in future
Amazon: I am sorry, as informed above and by previous 2 agents as well, there is no option to issue refund in bank account. It if would be possible, we would have done it, .
I hope you can understand that we will not get anything to deny you for refund in bank account.
Me: i cont
i am asking my money back
and you have policy for that
Amazon: Yes, we have refund policy.
And we are not denying to issue refund.
Me: you wont understand customer requrments
but you want customers to under stand you
Amazon: I can completely understand your frustration due to which you want to get refund in bank account as you do not want to use Amazon again. However, system will not allow us to issue refund in bank account. While issuing refund, it will give only one mode of refund i.e original payment method.
Me: i still asking you the same
Amazon: "I'm so sorry, but we can't offer any additional insight or action on this matter. Is there anything else I can help you with?"
Me: give my oney bACK
Amazon: Since no information is left to be provided so, I am forced to close the chat. Thank you for contacting Amazon!!
Amazon from Amazon.in has left the conversation.