| Address: Plot no 213 2nd cross Kailash nagar Brampur kalaburagi |
| Website: Amazon.india |
I, Rohit VN, am filing this complaint against Amazon India regarding deficiency in customer service, misleading commitments made by customer support representatives, failure to honor assurances provided by authorized support agents, and the resulting financial loss and mental harassment caused to me.
Background of the Issue
I had placed an order on Amazon India for Fgear Suitcases under the old Order ID:[protected]. During the delivery process, one of the suitcases from the order was cancelled due to an internal issue/damage during delivery from Amazon’s side.
After contacting Amazon customer support regarding the cancellation, an Amazon customer support representative informed me that I should place a fresh order for the same product because the original order could not be completed due to Amazon’s internal delivery issue.
Following the instructions provided by Amazon’s customer support representative, I placed a new order under Order ID:[protected].
However, by the time the new order was placed, the product price had increased significantly compared to the original order price. I raised this concern with Amazon customer support, and their representative clearly assured me that the difference amount of Rs. 1, 592/- would be refunded to my Amazon Pay balance as compensation for the inconvenience caused due to Amazon’s own cancellation and delivery issue.
Relying upon the assurance and confirmation provided by Amazon’s authorized customer support representative, I proceeded with the purchase and completed the fresh order.
Deficiency in Service and Misleading Conduct
After placing the fresh order and repeatedly following up with Amazon customer support, I was later informed by another support representative that Amazon does not have any such policy to refund the price difference and that no refund would be provided.
This contradictory response clearly demonstrates:
1. Lack of proper internal coordination and policy awareness among Amazon customer support representatives.
2. Misleading and false assurances provided to customers.
3. Unfair trade practices by inducing customers to make purchases based on incorrect commitments.
4. Deficiency in customer service and failure to honor commitments made by authorized representatives.
5. Financial loss caused to the customer due to Amazon’s internal operational failure.
Additional Hardship Faced
At the time of the issue, I was residing in Berlin, Germany, and I was unable to properly access Amazon India customer support through Indian phone support channels. Despite repeated efforts through email and customer service communication, the issue was not resolved satisfactorily.
The behavior of Amazon’s support team caused unnecessary stress, mental harassment, wastage of time, and financial loss. Customers should not be forced to suffer losses because of Amazon’s internal delivery issues and incorrect information provided by their support staff.
Grounds for Complaint
The actions of Amazon India amount to:
* Deficiency in service under the Consumer Protection Act, 2019.
* Unfair trade practice by providing misleading information and false assurances.
* Failure to maintain transparency and accountability in customer support operations.
* Mental harassment and financial loss caused to the consumer.
Reliefs Sought
I respectfully request the Hon’ble Consumer Commission to:
1. Direct Amazon India to refund the price difference amount of Rs. 1, 592/- as promised by their customer support representative.
2. Award compensation for mental harassment, inconvenience, and wastage of time caused due to the negligent conduct of Amazon India.
3. Direct Amazon India to improve customer support accountability and ensure that false assurances are not provided to consumers.
4. Award litigation costs and any other relief deemed appropriate by the Hon’ble Commission.
Supporting Evidence
The following supporting documents/evidence can be attached with the complaint:
* Copy of original order details.
* Copy of fresh order details.
* Email communication with Amazon support.
* Screenshots/chats/call records with customer support representatives.
* Proof of increased price difference.
* Any refund assurance communication received from Amazon.
Opposite Party Details
Amazon Seller Services Private Limited
Amazon India
Bengaluru, Karnataka, India
Complainant Details
Name: Rohit VN
Email: rohit.[protected]@gmail.com
Mobile: +91 [protected]
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