Amazon India - No delivery no refund

This is with reference to order number ***-XXXXXXX-*XXXX** - Tamron **-*** Lens. I ordered this product on ** January **** with a one day delivery commitment from the seller SK Mobile Center for Rs. *****/-. The product was not delivered on ** January ****. When I checked with Amazon.in website, I could only see that the product had been "picked up by Delhivery' with a tracking number *************. On Delhivery website I found that no such tracking number exists.

That on ** January ****, again through Amazon.in, I tried to contact the seller through the chat and requested for a refund but a reply from Amazon A-to-Z guarantee informed me that my claim was denied and was asked to appeal within ** days. I made the appeal once again through the refund claim process on ** January **** and again I was informed that my claim is being denied.

That on ** itself, I had contacted the Amazon Customer Service and I was told to make an appeal to which I responded that I have already done so. I was told to wait for a couple of days. However, no refund was made to me. Again, on ** January ****, I called Amazon Customer Service and insisted that I must talk to a senior executive as I could understand that the executive talking to me has no authority to make a decision on an item worth Rs.*****/-. My call was then transferred to an escalation officer by the name Yashashree G and she assured me that within one to two weeks my refund will be processed. Yashashree G then followed up the call of her own on ** January **** once again assuring that the refund will be credited to my account.

That on ** January ****, I received an email from atoz-guarantee-no-reply@amazon.in saying and I quote "Thank for writing us about order ***-XXXXXXX-*XXXX**, Although we understand your position, we have reviewed this claim and we stand by our decision. We cannot give you more information about this matter, and we may not reply to further emails about this claim" unquote. The sender's name was not there in the email.

That on ** February ****, I again called the Amazon Customer Service and spoke to another escalation officer named Roshan who said the refund will be processed in ** hours. As by now you must have understood that despite keeping patience with your customer service, neither the product nor the refund has come my way.

It pains me to note that if this is the kind of treatment given to a Prime member whose purchases from Amazon.in has only increased with each passing year, what a non prime member might go through when it comes to such ineffective, insensitive and incapable Customer Service of Amazon India.

Then again I tagged @AmazonHelps in Twitter and their social media team go me connected to an executive who, throughout the chat kept on lying then asked me to do the same process I have already done - to make an appeal on the chat section of Delivery, which clearly says that my refund appeal is denied. God knows for what reason.