Amazon - Received a different item and company denying refund replacement

I ordered Isopure Whey Protein Isolate Powder (Dutch Chocolate flavour) from Amazon on **th October ****, and the order was delivered on **nd October. When I checked the product on **th October, I found that the item I received was completely wrong. The outer packaging appeared fine, but as soon as I opened it, I discovered that the container was filled with a white powder that had no smell, no flavour, and an unusual texture. It was clearly not the Dutch Chocolate Isopure I had ordered or used before. This raised serious concerns about the authenticity and safety of the product, and I decided not to consume it for health reasons.

On the same day, **th October, I contacted Amazon customer support through chat and explained the issue in detail. The agent named “Roshani” acknowledged the problem, confirmed that a return and refund request had been successfully placed, asked for my preferred refund mode, and assured me that I would receive the refund within five working days. However, I did not receive any confirmation email, message, or return ID for this request. When I asked the agent about it, she said the status would be updated within ** hours, but no update ever came.

After waiting ** hours, I checked again, and my Amazon app showed that the return window for this product would close on *st November ****. I reached out to customer support again through both chat and call, but I was transferred between multiple agents repeatedly. After more than an hour of explaining everything over and over, one person from what they called the leadership team understood the issue and then abruptly disconnected the chat without any resolution. On *nd November, I tried contacting Amazon once again, but this time, the agents were extremely unhelpful and dismissive. They falsely claimed that my return window had closed on **th October and that I had not raised any issue earlier, which is completely untrue. When I shared proof showing that the return window clearly said *st November, they refused to verify it and disconnected the call again. This kind of repeated behavior — not verifying proofs, ignoring valid claims, and abruptly ending conversations — amounts to customer harassment.

This situation is extremely serious. I have received a wrong and possibly fake supplement, which could be harmful to health. Amazon has refused to share seller details, refused to acknowledge the mistake, and refused to process a refund or replacement, despite me contacting them within the return window. Adding to this, they even deleted my genuine product review claiming it was not authentic, which is completely unacceptable. As a long-term Amazon customer, I have never faced such unprofessional, careless, and inhumane treatment. They have wasted my time, caused immense frustration, and put my health at risk.

I am therefore filing this complaint to bring this to the attention of the Consumer Forum and relevant authorities. Amazon India should be held accountable for supplying a potentially fake and unsafe health supplement, denying a valid refund, and continuously misleading and harassing a genuine customer. I am seeking a full refund, a formal apology for the inconvenience and distress caused, and a thorough investigation into the authenticity of the product and the seller involved. This incident is not just about one order; it highlights a complete failure in Amazon’s responsibility towards consumer protection and product authenticity.