- Damaged product delivered but Amazon refused return request ^Open

filed this complaint against Amazon.in on Jun 12, 2022

Resolution Demanded:
Refund
Replaced

I ordered a speaker on **-**-**** via order #***-*******-******* and paid Rs ****.** through amazon pay balance but I got it on **-**-**** in damaged condition (See attached pictures of Damaged speaker). So, I requested a return of this product citing the reason “Product damaged, but shipping box is OK" and uploaded pictures of the damaged parts of the speaker. I was then asked to connect to customer care over a call and I told the CC executive that I had received a damaged product and there was no other accessory (like cable and wireless mic etc.) in the box. The customer care executive told me to wait for * days to investigate the issue. I waited and contacted Amazon CC on **-**-****, they informed me that my return request has been rejected by Amazon (without any reason). Hearing this, my senses were blown away. They said that they sent the intact product and refused to take the return of the delivered product, while I have shared the images of the damaged parts of the delivered product and I have the courier unboxing video which proves that the damaged item has been delivered to me. All the evidence shared by me was ignored by the so-called concerned investigation team. You can check the outer box images of the delivered product which is clear proof that it is very old and was returned multiple times by other customers. I don't know why Amazon customer care ignored photo proofs which are clear evidence of my claim. This is completely illegal & prejudice decision by Amazon investigation team and a violation of my consumer rights. How can Amazon force a customer to keep a damaged product which is not in working condition? I don't want to keep a non-working damaged speaker and want to return it. My hard-earned money is involved in this case and I cannot let it go like this. Forcing a customer to keep a defective/damaged product is against the Consumer Protection Act **** as well as against the Amazon return policy. I am facing mental anguish due to rude behaviour of Amazon customer care and leadership teams, yesterday my blood pressure increased due to obstinate responses from Amazon customer care staff and I needed to visit the medical inspection room of my office Where my ECG was done and the doctor referred me to a higher CGHS hospital for further review. I am facing mental agony in the last *-* days. Amazon CC team is not following Amazon's own return policy, my product has a return window till **-**-****, so why they are not accepting return of damaged/non-working product? I have sent several emails to Mr. Amit Agarwal, Head of Amazon India (amit@amazon.com) and all possible complaint channels of Amazon India (ofm@amazon.in, grievance-officer@amazon.in). Also sent an email complaint to Amazon owner Mr. Jeff Bezos (jeff@amazon.com), but no response from them yet. I humbly request you to kindly help me in this matter, so that e-com site Amazon India will accept the return of the damaged product and refund my money to me. Also, I want Amazon to compensate me for the mental distress caused by their unprofessional behavior. Thanks & Regards,

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