Amazon Prime - Phone missing from package delivered

Amazon India I have had a terrible experience with Amazon very recently.

I ordered a Samsung M** phone on Amazon. The package handed to me by the Amazon delivery person was in tampered condition, with the cello tape torn both from the outer and inner boxes ! There was no phone inside the box and the box just contained a wall adapter. I showed this to the delivery boy and yet, he very casually refused to take the package back and asked me to talk to Amazon directly about my concerns. In spite of showing the empty box, he did not take any action such as informing a senior or taking a photograph, which was very suspicious. My parents are also witnesses to this.

I asked him for his Amazon ID and he retorted that he was newly employed and he did not have an ID card. He said his name was Sachin and I’m not even sure if that’s the correct name.

So, having no other option, I immediately (within * minutes) filed a complaint with Amazon Customer Service for an investigation. Someone from the delivery centre called me the next day and seems that the delivery boy had lied that I did not inform him about the tampered package for *-* minutes (absolutely untrue since I let him know right away). I even provided call records to prove that but I did not hear back from them.

After a few days of investigation, Amazon customer service team is now saying that the investigation is complete and item has been delivered! This is ridiculous for a company that calls itself customer-centric to pay no heed to the complaint of the customer and pass a one-sided judgement without even investigating thoroughly.

I have followed all the steps correctly - tried to return a tampered package and have also raised a complaint immediately. But Amazon is not returning my hard earned money or offering a replacement and this is an insult to a loyal customer.