Amazon India — Suffering due to Service Quality

Address:	500007
Website:	Amazon.in

To Amazon Team,

I want to update you on quality of services provided by Amazon India. This is a real time data taken from my last 3 orders ordered in period of 5 days.

1) Order #[protected]
• Ordered on 3rd Feb
• Status showed as dispatched on 4th Feb
• Got a call from seller on 5th Feb stating that he is calling from Amazon and wanted me to cancel the orders as the stock was unavailable.
• I updated the same to Amazon customer care and they informed me that they will send an update to seller to deliver the product
• On my next call to Amazon for update they stated that seller will return your amount because he did not have the stock.
• I got the money back by 8th Feb

2) Order #[protected]
• Ordered on 8th Feb
• Got message on 11th Feb stating that Customer wants to reschedule the delivery
• I have called Amazon team, updated on the wrong status update and that no one called nor updated me on the order. They stated that they will update the courier team and help me in getting it delivered
• Got message on 12th Feb stating that customer wants to reschedule the delivery
• I have again called Amazon team, updated on the wrong status update and that no one called nor updated me on the order. They stated that they will update the courier team and help me in getting it delivered.
• Got a message on 13th Feb stating that customer did not take the product hence returning it back
• I have again called customer care and intimated them on the false message. No one came to deliver the product nor called me on the same. They stated that they will update the same and help to get the product delivered
• On 14th, I have called for an update and Amazon team informed me that I will get my refund.

3) Order #[protected]
• Ordered on 8th Feb
• Got a message on 13th stating that product was delivered
• Informed Amazon team on 13th that I did not receive the product, they wanted me to be patience so that I will get my order delivered
• Again called Amazon team on 14th and informed them that my product was not yet delivered. They again wanted me to be patience.
• Today is 15th and I am yet to receive my product.

I have few points to ask you guys
1) Is it worth purchasing with Amazon anymore with this type of service?
2) Why is the status updated wrongly on all the orders? For example if you see my orders[protected] and[protected]. These show status stating customer cancelled the orders hence processing the refund. But the reality is seller did not have the stock and courier company did not deliver the product respectively. Why blaming customer for your mistakes? Are we the soft targets?
3) In my multiple calls with Amazon they were never helpful with actions.
a) They first apologize for what has happened
b) Secondly read out the status what is shown on the portal
c) Thirdly convince the customer that they will inform the seller or the courier company but there will be no action in reality.
4) If this is what is expected from customer service you can arrange an IVR instead of human intelligence.
5) Trust should be like; if an order is placed customer should be sure that he will get his product. But not his money back. Amazon team behaves like they are doing favor returning my money when the order is not honored.
6) I request you to concentrate on service quality and fool proof mechanisms to improve customer satisfaction.
7) Customer services should behave like their world revolves around the customer but not vice versa. I had to call you guys multiple times after placing the orders.

Thank You
Vishnu
[protected]