To
The Consumer Forum,
Hyderabad, Telangana
Respected Sir/Madam,
I wish to lodge a complaint against Amazon India for the irresponsible behavior of their delivery agent and customer support staff, as well as for the false assurances provided to me regarding my order.
Details of the incident:
1. On 25th September, I placed an order on Amazon India with the Pay on Delivery option.
2. The delivery agent, Mr. Ramesh, attempted to call regarding delivery. Since we missed the call, we returned it and requested delivery. However, instead of cooperating, he raised his voice and spoke in an inappropriate and disrespectful tone with my mother, who is an elderly lady. This was intimidating and created a security concern.
3. When my mother questioned his behavior, the agent continued arguing instead of resolving the matter politely. My mother raised her voice too given his behaviour.
4. I reported this to Amazon’s escalation manager, who assured me that the order would be delivered by 9:00 PM the same day. Despite repeated assurances, the order was not delivered.
5. The next day, another Amazon agent, Mr. Aniket, admitted that the earlier escalation manager had given false information and no delivery was actually scheduled. He promised to escalate the matter further, but again, no delivery was made.
6. After repeated delays and false promises, I finally had to cancel the order.
7. When I contacted Amazon again on 27th September to demand an explanation for the time wasted and the harassment faced, their representative, Mrs. Sai Lakshmi, stated that since the order was cancelled, no escalation or resolution was possible.
My grievance:
• The delivery agent behaved rudely and disrespectfully with an elderly family member, creating a harassment and safety issue.
• Amazon’s customer support made false promises and wasted my time, without any real resolution.
• Even after escalation, the company failed to deliver the order and showed no accountability for their staff’s misconduct.
• The representatives spoke in a superficial and misleading manner, without taking responsibility.
Relief sought:
1. A written apology from Amazon India for the misconduct of their delivery agent and customer service staff.
2. A clear explanation of why repeated false assurances were given.
3. Compensation for the harassment, inconvenience, and mental distress caused to me and my family.
4. Directions to Amazon India to ensure strict training and accountability of their delivery and escalation teams, so such incidents do not recur.
I kindly request the Forum to take necessary action against Amazon India for their negligence, false promises, and unprofessional behavior.
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