[Resolved]  Amazon India — Wrong product received and refund not given

I had ordered Faber Glasstop Gas stove dated 28 August. The delivery was received on 31 August. When i opened it after couple of hours the product inside was an old steel gas stove of Surya. I immediately took pictures of the same and requested a return and refund of the product. In the reason for refund i clearly mentioned that i have received wrong product of Surya gas instead of Faber gas. There was no option to post photos no further questions were asked by Amazon. Attaching photos of the product received in the parcel.

Next day on 1st September, the parcel pick up guy came. I specifically told him that i have received a wrong product and showed him the product inside. I asked him what do i need to do to ensure refund is received. He said nothing to be done as i have already mentioned in return reason that i have received wrong product.

Then on 5th September when after 5 days of no update of the refund status on Amazon app, i contacted the customer service chat team on the status. I specifically asked that why is there no change in status of the product and has it reached the seller. The customer service executive replied that the product has been received by seller on 2nd September and refund will be issued on 9th September.

I again contacted the customer service chat team on 8th September wherein i was informed that i will not be receiving any refund. Then i spoke to another customer service team member immediately. The executive informed to me that he is raising a ticket immediately to investigation team and you will get an email for the same. I never got that mail nor any updates on the status were shared with me on mail.

In the morning when i did not receive any mail. I again called amazon customer service. I was informed that the timeline to receive mail was 24-48 hours and so i had to wait.

As i did not get any mail till night 10 pm i again contacted amazon customer service chat team and was informed that warehouse team has closed the matter as local and fraud unit. I dont even know whether that means that there was fraud at my end or local amazon end. Further it was mentioned that investigation team has denied any concession and hence refund cannot be issued.

In the entire process i was never once contacted or informed of the process being done. So amazon sold a product to me through cloudtail (which is ultimately held by Amazon group). The delivery was fulfilled by Amazon. Investigation team was of Amazon. I was not contacted once and Amazon concluded that i was fraud and not entitled to refund. Where are the principles of natural justice here? Why was i not contacted even once before deciding that i am a fraud? How did the investigation team conclude that i had changed the product? Without asking me the customer about the facts how can investigation be closed by Amazon?

I have been a prime member for more than 4 years now. I have ordered goods worth lakhs of rupees. I have ordered mobile phones worth more than 30k each piece. Why do you think that i will do a fraud for Rs 3149? Please explain the logic.

Still waiting for refund