- Furniture defect not attended during Warranty period ^Open

Nirav Desai filed this complaint against Amazon.in on Jul 02, 2022

Resolution Demanded:
Refund

I purchased * Seater Sofa (*+*+*) set from Amazon India on **/**/****. It has a *-year warranty. I got delivery during last week of Oct'** at my Mumbai residence address. After using it for approx *-* months we realized that the sitting height of the sofa is very low (approx ** inches as opposed to standard ** inches) and we were not able to open drawers of * seater sofas when someone is already sitting on it. So, I raised a formal complaint on the Amazon portal on **/**/**. I got a response from Amazon that the Seller will contact you in * working days. After no contact from Seller for more than * days, I again raised a complaint and again was told by Amazon that Seller will contact me in * working days. Again no response from Seller. So, I called Amazon Customer Care on **/**/** and narrated my issues. Amazon person assured me that they are writing to Seller and I should expect a call from Seller. I also got a copy of an email sent to the seller by Amazon. But again I did not get any call from the Seller. On **/**/**, I again called Amazon and this time they told me that they are raising a ticket against the seller and soon I should get a response from the Seller. Amazon also gave me the Seller's contact no. But again no response from the Seller. I also tried to contact Seller but he was not picking up. So, on **/**/**, Amazon raised a refund request to the seller. I have an email copy of the same. After receiving this email, the seller immediately responded stating that the refund time period (of ** days) is over so he rejected the refund request. I again called Amazon and shared my frustration as it was going on for more than a month. They told me that they are escalating it to the higher authority and I should hear from Amazon soon on a possible solution. After a few days, I got an email from Amazon that it is taking more than expected time but requested me to have patience. I did not hear anything from Amazon for the next few days. So, I again called Amazon *-* times from the last week of May to mid-June '**. Every time they assured of a solution but not an action after that. On *th June'**, during my call with Amazon, I was informed that Amazon has decided to refund me so I should get the refund in * business days. I have an email for the same. I waited for ** days, i did not get any refund. I called Amazon again last week on **/**/** and asked them why the promised refund is not being given to me. Amazon furniture department person made me wait for ** mins and then told me that his supervisor has informed him to raise a new ticket and based on the resolution of a new ticket I should get a refund. I got very angry and told him that without closing the original complaint/ticket how could you open a new ticket. He did not have any answer. I told him that I want to talk with his supervisor. He made me wait for another ** minutes and then told me that Supervisor is busy on another call. I told him that I should get a call from his Supervisor. He promised me that he has raised a request for a call back to me. I also got an email for a callback. But till today, I have not got any call from Amazon.

I am now exhausted, and frustrated and I have completely lost trust in Amazon India. This is going on for the last * months, and the Seller of the sofa is not bothered to respond. Amazon is cheating me by promising me action against the seller and a refund for me for the last couple of months. I want Amazon to take this sofa back and refund me my full payment of Rs ***** ASAP!!

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