| Address: | Mumbai City, Maharashtra, 400005 |
| Website: | amazon.in |
Amazon india this is the first time i am using a social media platform to complain against any business or agency but my experience with amazon this time has been horrible to say the least.
I lost my phone and urgently placed an order for a new one plus 5t from amazon with an exchange offer for another phone. We carefully selected the delivery date of 3rd jan 2018 to ensure that we ourselves as well as the old phone was available at the delivery location to ensure maximum convenience.
Despite our best efforts to ensure a smooth delivery process and no hassle or rescheduling from our end, the delivery was attempted on the 2nd and we had to reschedule for the 3rd as we had originally requested due to the unavailability of the exchange phone.
Here is where the trouble began. Despite guaranteed delivery promised by the team by the 3rd of jan, we had to call the amazon team 6 times to know the status of the delivery. Every single time we were assured that the delivery would happen the same day itself. We spoke to a number of executives who kept "guaranteeing" that the delivery would happen the very same day.
After waiting at home all day to receive our order, we decided to raise a complaint at 7.30 pm and spoke to nitin from the leadership team who assured us that either before 9.30 pm the same day, or before 9 am the next day, we would receive our order.
Today, the 4th of jan, we had to call them at 11 am again to ask about our order status. Amazon on both the days was unable to provide an exact location within bombay where our phone had reached and we kept asking if we could ourselves go and pick it up because of the urgency of the matter, but they had no reply as to what center the phone had arrived at.
At 12 am, we received the contact details of the delivery guy from amazon. We called him ourselves to ensure our product gets delivered on time before we leave for work, but he seemed absolutely unwilling to help and very rude and uncooperative.
After speaking to an amazon executive, we were assured that our product delivery is placed on the highest priority and that he would deliver to our doorstep first. This was apparently communicated to the courier service and the delivery guy who wasn't even picking up the amazon customer service team's calls.
After constantly trying to reach that man and calling over 20 times, finding his phone constantly unavailable, we decided to ask amazon about delivery again and were directed to the escalation team. Even though we were assured that they would be sending a different guy to track the man who wasn't responding to any of our calls and that the delivery would happen before 3 pm for sure, the escalation team refused to redress our concern, failed to contact the delivery guy themselves and refused to transfer our phone to any superior as well. Thy further went on to say that they cannot do anything to help us as they cannot contact their own delivery guy.
The delivery is already late, we still haven't received the phone, and the kind of responses we have received from the customer service team are disappointing to say the least.
Still waiting on our delivery and still unable to reach the delivery guy.
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