Amazon India — smart shelter height adjustable satellite speaker floor stand - (pack of 2 stands) by smart shelter

Address:

Kolkata, West Bengal, 700047

The item was supposed to be delivered by 13th november. But amazon sent me mail and text saying i will get it today for which i had to cancel other plans and stay back at home on seeing i will be getting the item delivered today.

I had called the number allotted then to an agent who was supposed to get my item delivered. I called the number [protected] and the person at the other end said, "you will be getting it by 6 pm tonight."
After 7 pm i have been on customer care chat support who assured me of getting it today by 8 pm and then 9 pm, which to no surprise had failed. I had to spend my time on chat support where i was planning to set up my studio monitors. I am attaching the chat i had with the associates for your kind convenience.

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Deepak has joined & will be ready to chat in just a minute.
Deepak | customer service
Hello, i'm deepak. It would be a pleasure for me to assist you today..
D8:10 pm
Hi, good evening. Can you give me details of my order that i'm supposed to get today? Id[protected]
8:10 pm
Deepak | customer service
Sure, let me check this for you, alex
D8:10 pm
Take your time
8:11 pm
Deepak | customer service
Sorry, i am not seeing this id. Can you tell me the name of the product?
D8:12 pm
Hang on
Smart shelter
3.5 out of 5 stars 37 reviews
Smart shelter height adjustable satellite speaker floor stand - (Pack of 2 stands)
8:13 pm
Deepak | customer service
Yes, i found it and sorry for delay. Your delivery date is for 13th
D8:14 pm
It shows that i will be expecting it today.
8:14 pm
Deepak | customer service
Latest update it is in calcutta
D8:14 pm
Yes i have seen that.
There is a phone number given under my track order panel
8:15 pm
Deepak | customer service
Have you received an email or the agent informed you it will be delivered today?
D8:15 pm
In the first call i was told it will reach by 6pm. But i waited till 8 pm
8:15 pm
Deepak | customer service
Usually the agent's schedule is upto 9pm, alex
D8:17 pm
Okay. Thank you for your time.
8:17 pm
Deepak | customer service
Sure, you are very welcome. If you wish, i can send a message to the courier for you, alex?
D8:17 pm
Yes please, that would be kind of you
8:18 pm
Deepak | customer service
Sure give me a minute
D8:18 pm
Okay.
8:18 pm
Deepak | customer service
Ok its done. I have told the courier to inform the agent to expedite this as fast as possible.
D8:19 pm
Thank you deepak.
You have been helpful. Thank you.
Have a goodnight.
8:19 pm
Deepak | customer service
Sure, no prolem at all :). Happy to help you with this. Will there be anything else i can do for you today? Do let me know.
D8:19 pm
I am all set.
8:19 pm
Deepak | customer service
It was my pleasure to assist you today and i hope you have a great day ahead, alex
D8:19 pm
Deepak has left. Thanks for contacting amazon!
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Vivek has joined & will be ready to chat in just a minute.
We could not deliver smart shelter height adjustable satell.. As we could not contact you on the phone. Re-attempt on next working day. http://amzn.in/d/dF2KevK
8:26 pm
Vivek | customer service
Hi alex, i am vivek :)
How are you?
V8:26 pm
Hey, vivek
I am at my wits end mate.
I was talking earlier, few minutes back
About an item i ordered
8:27 pm
Vivek | customer service
Oh i see
V8:27 pm
I ha e already pasted the text i got through sms
8:27 pm
Vivek | customer service
Yes please go ahead and tell me'
Yes this is about the delivery.
V8:27 pm
But the previous chat i had with your colleague deepak informed me of the delivery time by 9 pm.
My phone is on and i am receiving other calls. And this sms seems to be false.
Can you ask and try to get it delivered today?
8:28 pm
Vivek | customer service
Sure
Let me check
V8:28 pm
Take your time
8:28 pm
Vivek | customer service
Thank you :)
I have personally taken the initiative to inform the courier facility about the same and requested them to confirm however this item would arrive by tonight by 9 o clock. And no such sms seems to be sent from our end yet.
V8:30 pm
That is odd.. I got that text just minutes back.
8:30 pm
Vivek | customer service
Ignore this sms alex.
Item is on the way.
V8:30 pm
Anyway, i will wait till 9pm. And thank you for your time.
8:31 pm
Vivek | customer service
Your most welcome buddy :) is there anything else i may assist you with?
V8:31 pm
Have a great night ahead.
No thank you.
8:31 pm
Vivek | customer service
Thank you for calling amazon, have a nice day.
V8:31 pm
Vivek has left. Thanks for contacting amazon!
Messaging assistant | customer service
Hi! It's amazon's messaging assistant again.

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Soumya has joined & will be ready to chat in just a minute.
Soumya | customer service
Hi alex
S9:28 pm
Hi, i have a query with my order.
9:28 pm
Soumya | customer service
How may i help you today
S9:28 pm
[protected]
Tracking id.
I was told in many chats i will get it today. Even got a mail confirmation. I received a sms saying delivery was attempted but it failed as they couldn't reach me through phone.
I had my phone with me all the time, i havent missed any call.
9:29 pm
Soumya | customer service
Checking on your order
S9:31 pm
Take your time.
9:31 pm
Soumya | customer service
Could you please let me know the product name
S9:32 pm
Sure.
Smart shelter height adjustable satellite speaker floor stand - (Pack of 2 stands)
9:32 pm
Soumya | customer service
Thank you for confirming
S9:33 pm
No problem
9:33 pm
Soumya | customer service
[protected]
Smart shelter height adjustable satellite speaker floor stand - (Pack of 2 stands)
[protected]
S9:33 pm
Seems about right.
Yes.
9:34 pm
Soumya | customer service
This is the contact number updated for this order
S9:34 pm
Yes, so am i yet to expect the delivery tonight? As per your other colleague the schedule for the delivery guy was till 9pm.
9:34 pm
Soumya | customer service
No alex
The estimated delivery date for this order is till 13 november
Delivery will be attempted tomorrow again
S9:35 pm
Why did i get mail from amazon saying i will be getting it today? I had to stay back and cancel my plans as i chose pod as mode of payment.
This i believe is misleading.
9:36 pm
Soumya | customer service
I am sorry alex
For this inconvenience
S9:36 pm
Well mate, sorry isn't going to help me. Don't want to be rude but i really needed to be at a place of important which i had cancelled during evening because of this.
I know it is not your fault but the dispatchers.
9:37 pm
Soumya | customer service
I understand this but i apologize on behalf of courier
S9:38 pm
Alright. So there is nothing you can do, am i right?
9:39 pm
Soumya | customer service
You can pay the amount through credit card. Debit card once product is out for delivery
You can request a link to the delivery agent
And through that link you can pay online
S9:39 pm
See the issue is not about payment.
It is pay on delivery. That is settled.
Can i talk to someone senior, if you wouldn't mind.
9:40 pm
Soumya | customer service
Pay on delivery will not be settled till you pay the amount
S9:40 pm
Sorry what?
9:40 pm
Soumya | customer service
I can connect you but we share same resources alex
S9:41 pm
Yes, but you are taking this topic towards payment issue which is not. Instead it is about tue failed delivery attempt and misleading mails and sms on my phone. Am i clear enough?
9:42 pm
Soumya | customer service
Yes, i understand this. Since you said you stayed at home because it was pay on delivery. I was suggesting you that you can even pay online for these orders
That's it
S9:43 pm
I do not want to. I am aware of such mode.
9:43 pm
Soumya | customer service
I completely understand you concern
S9:43 pm
I prefer cod/pod
So you see, it is not about what mode of payment i prefer but instead assuring me thriugh mail from amazon, that i will be getting it today. I do not see why you are sigges5me to pay in advance. Is there a norm like that in amazon that i have to pay before to come to a settlement. Pay on delivery is hence an option for people not willing to use bank cards. My concern, which you say you understand, is not about the payment.
9:45 pm
S
Soumya has joined & will be ready to chat in just a minute.
But it is the information given by amazon that i will be getting my item delivered today, and it has failed.
9:46 pm
Soumya | customer service
Yes, i agree that the order was not delivered today although the product was out for delivery and tracking is updated like delivery agent was unable to contact you even though you were at home and your contact number was working properly
S9:47 pm
So how can you resolve this? Except for it will be attempted tomorrow?
Which i believe will be at some ungodly hour and i wont be available. I cannot waste another day.
9:48 pm
Soumya | customer service
We will deliver it before 9 pm
S9:49 pm
Okay. Where do i raise a complaint against the delivery system?
This is very unethical.
9:50 pm
Soumya | customer service
I will forward your feedback on our courier service
S9:50 pm
I was assured first by 6 pm by the agent then alloted, number : [protected]. Post 6 pm i was assured by chat, deepak and vivek i will receive it by 9 pm. Agent alloted for 9 pm delivery number : [protected]
See mate, i been in to customer services earlier. Please pass me on to someone senior.
9:52 pm
Soumya | customer service
I can connect you but we share same resources alex
S9:53 pm
Fine by me.
Someone who is not an associate but senior to you
9:53 pm
Soumya | customer service
[protected]
S9:53 pm
You are expecting me to call?
9:54 pm
Soumya | customer service
No, i am escalating it through chat however we share same resources
S9:54 pm
Where do i raise a complaint? Kindly provide me with a link and we will be done. I'm pretty sure, we both are not liking the situation we are in.
9:55 pm
S
Shanthi has joined & will be ready to chat in just a minute.
Hello?
9:57 pm
Shanthi | customer service
Hello alex, i'm shanthi from amazon leadership team. I will assist you further with this.
S9:57 pm
Thank you. Please look into it.
9:57 pm
Shanthi | customer service
Please allow me 2 minutes to check your conversation.
S9:59 pm
Of course. Take your time.
9:59 pm
Shanthi | customer service
Thank you for staying connected.
S10:03 pm
No problem
10:03 pm
Shanthi | customer service
I understand that this is regarding your order for "smart shelter height adjustable satellite speaker floor stand - (Pack of 2 stands)"
Am i correct?
S10:03 pm
Yes
10:04 pm
Shanthi | customer service
Thanks for confirming that.
S10:04 pm
Is there any solution to this or i wasting your time?
I am*
10:04 pm
Shanthi | customer service
I see estimated delivery date of this order is tuesday 13 november 2018.
I am sorry before that we are unable to promise delivery before estimated delivery date.
S10:05 pm
But i got a mail today assuring me that i will receive it today, hence all this rucus.
So there is nothing you can do right?
10:06 pm
Shanthi | customer service
Yes, as mentioned the package will be delivered to you by estimated delivery date.
S10:07 pm
You don't understand. I needed to be with my family that i get to visit in weekends, and i had stayed back since amazon mailed me, also an sms saying i will be getting this item delivered today. Do you comprehend this situation at all? It showed the item will be delivered by 13th. I am completely fine with that. But i had to stay back because you guys assured me i will be getting my product delivered.
Today which is 10th.
10:10 pm
Shanthi | customer service
I totally understand your concern.
S10:11 pm
No you don't i am afraid.
Provide me with a medium through which i can raise a complaint.
I shouldn't be doing this at this time instead setting up my studio monitors.
10:13 pm
Shanthi | customer service
Alex please understand that the package reached local courier station even before the delivery date. Hence they might have tried to deliver the package.
However there will be many other packages where delivery date is today. And they have to deliver them.
S10:15 pm
But i did not receive any call from delivery services. There was no attempt at all. I had my phone fully functional all day, infact all the chats i had were from my phone. I got other calls as well.
What would you have done if you were in my shoes?
10:17 pm
Shanthi | customer service
What i will do or how i react is not the point here. Because i might react in different way.
However here i would request you to wait till estimated delivery date.
S10:19 pm
Exactly. Proves you do not at all empathize with this situation and "customer service" isn't provided. Anyway, thank you for your time. Have a goodnight.
I will be taking it forward.
Cheers
10:21 pm
Shanthi | customer service
Thank you for your understanding.
Is there anything else i may help you with today?
S10:23 pm
No thank you madame. Have a goodnight.
10:24 pm
Shanthi | customer service
Thank you for contacting amazon. We hope to see you again soon.

S10:25 pm
Shanthi has left. Thanks for contacting amazon!

This is highly disregardful, unethical and nonprofessional more to which, amazon had the audacity to send your customer sms which is a lie. I did not have to go through this if not for the horrendous services. I would really like a goodwill compensation from amazon and i do hope this gets resolved because i am willing to take it as far as possible for the situation i have been put through.

Thank you.
Regards,
Irate customer.