Amazon - Property damage by Amazon

On ** July ****, I purchased ANTICO WOODENIA ** Inch Sheesham Wood Veneer Extra Thick Floating Wall Shelf | Wall Mount from Amazon.in (Invoice attached), along with an add-on installation service. The installation was carried out on ** July ****, during which the assigned personnel not only ruined my newly refurbished wall but also behaved in an abusive, intimidating, and unacceptable manner when my wife questioned him. He yelled at my wife, who was alone at home during the incident, used inappropriate language, created a scene, and stormed out without completing the work or cleaning the mess. My wife was left scared, distressed, and completely hassled by this ordeal.

Amazon’s Assurances & Subsequent Inaction
Immediately after the incident, I contacted Amazon Customer Care. Your executive, Ms. Kanaga Durga, acknowledged the mistake, apologized, and assured me that an Amazon executive would visit within * days to assess the damage and either repair the wall or provide compensation (email confirmation dated ** July **** attached).

Despite repeated follow-ups and numerous calls, no one visited or resolved the issue for weeks.

Later, I was transferred to a senior team, who again assured me that a ticket would be raised and even cancelled the installation service from Amazon’s end so that compensation could be processed (screenshot attached). After numerous calls we received an update stating as a token Amazon voucher of nominal amount will be shared. This resulted in my patience wearing out and felt it was a deliberate method into submission for the customers . I used a language on the situation and out of frustration. The agent took this as an opportunity to disconnect the call as soon as I asked for a supervisor and it was clear the call was not to help but to brush the issue away.

Shockingly, on * September ****, I received an email from Amazon (attached) stating that no compensation or corrective action will be taken, directly contradicting the repeated assurances I had earlier received.

Impact
The incident occurred within ** days of moving into our newly refurbished house, leaving visible and unsightly wall damage.

I have spent hours on multiple calls with Amazon executives, recounting the incident again and again, which has caused immense stress, harassment, and wastage of time.

As a middle-class customer, I feel that Amazon has treated this matter with complete disregard, leaving me with financial and emotional distress.

Relief Sought
In view of the above, I request Amazon to:

Arrange immediate repair of the damaged wall by a qualified professional, OR

Pay adequate monetary compensation to cover the cost of repairs.

I also request that Amazon take strict action against the service personnel (installation) and ensure such incidents are not repeated with other customers.