Amazon India — Unacceptable Service and Multiple Failures in Delivery Process

I am writing to express my extreme frustration and disappointment with my recent experience involving order # [[protected]], placed on October 9th. As a Prime member, I expected a seamless and guaranteed delivery experience, but the series of events that have unfolded have been utterly disheartening.

On the day of delivery, the situation deteriorated when the delivery agent called at 10 PM and asked my mother to collect the package 500 meters from our delivery address. This goes against the "Guaranteed Delivery" commitment and raises concerns for customer safety.

I immediately contacted the customer support team on the 13th of October, where an advisor assured me that the package would be delivered by the end of that day. A member of the courier team also assured the same and promised corrective action against the delivery agent. However, despite my vigilance during my day off, the package was not delivered as promised.

Subsequent calls to customer support were unproductive. One advisor seemed unaware of the previous complaints. When I requested to speak with a manager, I was transferred to the escalation team, where a senior advisor named Priya Darshini was uncooperative and hung up on me.

My persistent efforts to connect with a manager finally led to a conversation with Sara, who, in response to the inconvenience I experienced, offered a compensation of ₹150. However, the promised delivery on the 14th did not materialize. Despite my patience, I was subjected to further frustration when the delivery agent, on the 15th of October, refused to deliver to my doorstep and took the package back, suggesting that I file a complaint.

Repeated calls to your customer support team were equally unsatisfactory. The advisors lacked awareness of my ongoing complaints and, despite my pleas, could not connect me with a manager. The recurring assurance of delivery by the 19th of October, along with the disregard for Amazon's guarantees, has left me deeply dissatisfied.

I have dedicated several days to resolving this issue, endured multiple hours of calls, and have had to repeatedly explain the situation, all to no avail. Furthermore, while navigating this ordeal, I received notice of my ICICI bank charging the first EMI for a product I had not yet received.

I kindly request that you not only address this issue urgently but also consider appropriate compensation for the excessive inconvenience, mental stress, and false promises I have endured throughout this experience. A tangible gesture of goodwill would go a long way in restoring my faith in Amazon's commitment to customer satisfaction.

I look forward to a prompt and effective resolution to this matter, along with your consideration of compensation for the undue hardship I have faced. I trust that Amazon will take the necessary steps to rectify this situation and uphold its commitment to Prime members.