Hi Guys, so this is more of a ranting post after how I got treated with by Amazon India after receiving a used and dented product. Have been with Amazon since they have started in India and always saw them in high regards with other ecommerce websites like Flipkart till today. Now I'm not so sure, I lost all my confidence with them. Here is what happened.
1. Ordered “DeLonghi EC685.BK” on 16/11/2024, under a newly created business account with details as below:
2. Received the product on 18/11/2024 at 7:02pm.
3. Unboxed with an unboxing video and found that the product seal was broken and repacked, all the manual pack’s bag seal were also broken. The product had usage marks all over, scratches, and the steam wand even had a pin hole type dent. Raised a replacement request, since replacement was not available customer service raised a return (1st return scheduled on 20th Nov) with verification for refund on 18/11/2024 at 8:24pm after uploading ps photos that they asked for. Did not accepted unboxing video.
4. No one came or contacted us on 20th, on 21st I checked and the status on Amazon said that the return failed verification. Customer service rescheduled return (2nd time return scheduled) for 22st Nov.
5. On 22nd Nov, we waited, and around 5pm we found that the status was again showing Verification failed and no one had contacted us for the return. We reached out over call to customer service, call was transferred to a senior agent who said they are launching an enquiry into the same which will be conducted by 26th Nov.
Unconvinced with the answer, took to social media to voice the issue, they generated a chat link and with the representative on chat, I narrated the last tele-conversation with customer service, I was told that they could not find any investigation being launched and raised a “no verification” return request (3rd attempt for return) on 22/11/2024 at 6:21 pm for 23-11-2024 and assured that this time the product will be picked up.
Twitter link:
6. On 23rd since no one came or contacted till 10pm, we reached out to the social media team at 10:36pm, and they kept referring to some email from their team which we never received. The chat effort with the social media team continued till 11:21pm. Then they sent a contact link which we filled again and promised to update in 6-12 hrs.
7. On 24-11-2024: 10:30am, still no one contacted. It seems that the defective & used product was shoved down our neck and someone in Amazon team is blocking every return request as the 3rd return request has a status “Return Pickup refused by customers and return cancelled”. Everything now seems to be pre-conceived and manipulated.
8. Emailed Amazon Grievance officer over email on 24-11-2024 / 10:41am with the issue.
9. Received email from Account Specialist (ofm@amazon.in), on 24-11-2024 at 2:22pm, claiming that he has found that I’ve claimed refunds for items that has not returned to them and the number of refunds in the the account exceeds expectation and in violation of their condition of use.
Replied with details as this being the only order placed from my new business account and have never order anything else or returned/refunded before. This is hilariously to say the least. And this communication is the final trigger that made me file this consumers complaint as it is now evident that Amazon do not want to own up to the responsibility and does not want to take the defective product back for a refund.
10. Received email from Mr. Ruqsar and he denied to return/replace without any reasons on 25-11-2024.
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Seller was "RetailEZ" who has multiple reviews similar in nature, I choose to order with them without seeing the review before and paid 1.5k extra thinking it was an amazon company and I would not have issues.
1. Ordered “DeLonghi EC685.BK” on 16/11/2024, under a newly created business account with details as below:
2. Received the product on 18/11/2024 at 7:02pm.
3. Unboxed with an unboxing video and found that the product seal was broken and repacked, all the manual pack’s bag seal were also broken. The product had usage marks all over, scratches, and the steam wand even had a pin hole type dent. Raised a replacement request, since replacement was not available customer service raised a return (1st return scheduled on 20th Nov) with verification for refund on 18/11/2024 at 8:24pm after uploading ps photos that they asked for. Did not accepted unboxing video.
4. No one came or contacted us on 20th, on 21st I checked and the status on Amazon said that the return failed verification. Customer service rescheduled return (2nd time return scheduled) for 22st Nov.
5. On 22nd Nov, we waited, and around 5pm we found that the status was again showing Verification failed and no one had contacted us for the return. We reached out over call to customer service, call was transferred to a senior agent who said they are launching an enquiry into the same which will be conducted by 26th Nov.
Unconvinced with the answer, took to social media to voice the issue, they generated a chat link and with the representative on chat, I narrated the last tele-conversation with customer service, I was told that they could not find any investigation being launched and raised a “no verification” return request (3rd attempt for return) on 22/11/2024 at 6:21 pm for 23-11-2024 and assured that this time the product will be picked up.
Twitter link:
6. On 23rd since no one came or contacted till 10pm, we reached out to the social media team at 10:36pm, and they kept referring to some email from their team which we never received. The chat effort with the social media team continued till 11:21pm. Then they sent a contact link which we filled again and promised to update in 6-12 hrs.
7. On 24-11-2024: 10:30am, still no one contacted. It seems that the defective & used product was shoved down our neck and someone in Amazon team is blocking every return request as the 3rd return request has a status “Return Pickup refused by customers and return cancelled”. Everything now seems to be pre-conceived and manipulated.
8. Emailed Amazon Grievance officer over email on 24-11-2024 / 10:41am with the issue.
9. Received email from Account Specialist (ofm@amazon.in), on 24-11-2024 at 2:22pm, claiming that he has found that I’ve claimed refunds for items that has not returned to them and the number of refunds in the the account exceeds expectation and in violation of their condition of use.
Replied with details as this being the only order placed from my new business account and have never order anything else or returned/refunded before. This is hilariously to say the least. And this communication is the final trigger that made me file this consumers complaint as it is now evident that Amazon do not want to own up to the responsibility and does not want to take the defective product back for a refund.
10. Received email from Mr. Ruqsar and he denied to return/replace without any reasons on 25-11-2024.
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Seller was "RetailEZ" who has multiple reviews similar in nature, I choose to order with them without seeing the review before and paid 1.5k extra thinking it was an amazon company and I would not have issues.
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