Amazon India — Used product delivered and damaged and filthy packaging

Address:	Mumbai City, Maharashtra, 400096
Website:	Amazon

All,

I ordered for Moto G Plus, 4th Gen (Black, 32 GB) - Android 7.0 Nougat on 11th January, 2017 with proposed date of delivery between 14th January- 17th January.

14th January (Saturday):
I had received a message on 14th Jan that the product would be delivered to me today(i.e. 14th Jan) at around 11 am( this message did not contain the agent’s contact details), however, at 7.30 pm on the same day I received a message that the agent tried to reach out to me but couldn’t, which is not true as I did not get any detail of the agent who was suppose to come neither did any agent contact me. After calling the customer care service, I was assured that I would receive the order the next day i.e. 15th January, Sunday (which practically I knew was not possible).

15th January (Sunday):
Although I knew it was near impossible to get my product delivered on a Sunday but because I was assured of getting my phone delivered, I called the customer care again as I did not receive any message regarding the delivery details and the agent’s contact number as it is usually sent.

16th January (Monday):
Again the next morning I did not receive any message of delivery. After a lot of follow-up and a call at the customer care service I had a conversation with a gentleman who assured me (as it had been happening since days) that it would delivered the next day and it has been put on priority( as the earlier ones who also did). (NOTE : It had already been 6 days since I ordered)

17th January (Tuesday):
I did not receive any message about the delivery. Post 2-4 calls to the customer service I received a message of the delivery details and contact number of the agent and got my order delivered at 3.30 pm approx. on COD. The packaging was unsatisfactory as it was not in a hard plastic sealed packet and the cardboard box in which it arrived was torn. As I questioned the agent, he said he would open it for me if I had any doubt assuring it was a new one and got the payment made. As I wanted to check it on my own I continued to unfold the box and found out that the seal was loose on the Motorala’s box and the the plastic cover over the box was already cut and further when I opened it I found bubbles on the screen guard. Henceforth, I filed a return/replacement for it the same day.

18th January (Wednesday):
Nobody turned up to replace or return the order and no message was provided. As I called I came to know that there is no return policy for Mobile phones but it would be replaced.

19th January (Thursday):
I called the customer care service again and was told that the replacement has been triggered and assured that the pick up would be done by 20th January between 2-5 pm as I raised for the return/replace on 17th January itself even after personally looking into the matter(as told). Waited for another day.

20th January (Friday):
As I did not receive any intimation again, I called the customer care service in the evening and was told that the replacement has been put on high priority and will be done by next day.

21st January (Saturday):
On not receiving any message, I contacted the customer service again in the afternoon. Surprisingly I came to know that the replacement had been cancelled and was re-initiated on 21st January and is scheduled for pick-up on 22nd January between 11am- 2pm.

22nd January (Sunday):
I received a message from Amazon for pick-up today with no contact details of the agent who would come to pick up the phone for replacement, however, nobody turned up until now.

I made a purchase worth Rs.13, 999/- on 11th January, 2017 and even after 11 days of my order(which is a very long duration) I have not been able to use my phone which bothers me a lot as it has never happened before on my previous purchases with Amazon. This has by far been the worst experience wherein even after repeated and multiple follow-up I am not being provided with the service. Also, as you know that the product has to be replaced before 18th February, 2017 which worries me even more considering the current pace of process.
I hope you understand the seriousness of this issue and resolve it as soon as possible and help me get a new Moto G Plus, 4th Gen (Black, 32 GB) - Android 7.0 Nougat phone at the earliest.

Regards

Varshika Valluri
Phone No.: [protected]
Email ID : [protected]@yahoo.com

Order no. : #[protected]
Pickup Time: Friday, Jan 20, 2017, 14:00 - 17:00
Pickup Tracking ID:[protected]
(No update for 22nd January’s pick-up)