Amazon India — Unethical code of conduct

Address:	560055
Website:	www.amazon.in

I am a regular customer on Amazon.in. It has good variety of products and nice user interface experience as well. But recently realized that how worse the after-selling-services it has and there is no proper escalation matrix or department who actually listens to your grievances.

This is regarding my recent transaction and interaction with Amazon. Here is how it happened:

30-Jul-16
I placed the order of'HTC Desire 620G' mobile on Amazon(Order#[protected]. Amazon promised to deliver it by 6-Aug-2016.

6-Aug-16
Product not delivered by the last date.

7-Aug-16
I tracked the status on the website, it says'Product is on the way'. I decided to wait for another few days.

11-Aug-16
After getting no update from Amazon and no change in the tracking status, I decided to contact the customer support. I used the live chat option and talked to a CS agent(Mirza Abdul) who assured me to wait for another 2 days and it will get delivered.

13-Aug-16
Product still not delivered and I got no update from Amazon. So I wrote to the customer support and ask to deliver it on URGENT BASIS.

13-Aug-16

Amazon agent(Sapna R) being very quick in responding, assured me to wait for another 2 days and the product will be delivered by 14-Aug-2016.

16-Aug-16
Being frustrated so much by the infinite wait and fake condolence, I wrote another text to Amazon. I told them the urgency and importance of this order. Since it will be a gift for my sister on Rakshabandhan, which is on 18-Aug-16.

16-Aug-16
Amazon agent (Abdul M.) being very nice, called me for apologies and resolution. He told me that there are only 2 solutions to this situation now:

1) He can cancel the order and I will get full amount refunded. Then I can go and purchase the phone offline in order to get it before 18th Aug, so that I can gift to my sister on Rakshabandhan. I denied since the phone is not a latest release and hence, it is unavailable in the market.

2) He can cancel the order and I can place a new order which will also take 2-4 working days to reach me.

I begged this guy that I need this before Rakshabandhan and this could be the only solution to my problem. He said that he has tried his best and there is no way I can get this product before 18th Aug.

I closed my eyes for a moment, cried inside and decided to go the way situation is. And I finally told him that I will place a new order.

16-Aug-16
After placing the new order (thanks to Amazon for adjusting the difference in amount), I noticed very soon that the product is available with options of faster delivery. I could get it delivered by 17th Aug 8PM, if I pay some extra amount or even free with Amazon Prime scheme (screenshot attached).

I was literally shocked and could not believe my eyes for a moment. And soon I realized that it was not just my bad luck, but Amazon's wicked intentions which the agents applied just for company's benefit. They clearly ignored my feelings and didn't even try to understand what my situation was. I still could not believe that Amazon could do something like this, Sorry to say!

As a loss of festive feeling as well, since I could not gift anything to my sister on Rakshabandhan, I felt like the poorest guy in this world. Though I was being very pro-active ordered the phone on 30-Jul-16 which even could not get delivered by 18-Aug because of the carelessness of few agents, especially Adbul M. He got the last chance to rectify everything but he cheated me by his sweet false statements.

As a result, I loose trust in Amazon and it's so called customer centric services.

What I lost may never be recovered but to compensate a part of it, I demanded necessary actions against the concerned agents and full refund of my phone's amount, since it gave me no value and happiness when it finally reached me.

Amazon tried to being customer centric here, added Rs 250 to my gift card balance. But this is no compensation to my loss:(

Sameer