Amazon in and Appario retail private limited
- No Replacement No Refund Closed
Souradeep Panda filed this complaint against Amazon in and Appario retail private limited on Feb 28, 2021
I have ordered a Pluto Guitar via amazon.in on *th Feb, ****. The seller for the item was Appario retail private limited which only works for Amazon. I have chosen the pay on delivery payment mode.
The product came on **th feb, ****. After looking the package I was sure that there will be some damage. But the courier agent told me that there is a replacement option available so I can replace that. I knew that the product has a *day replacement policy and the replacement process is easy. So I took that and paid him ₹**** in cash and at first he was not willing to take cash and wanted online payment but I told him that It has been stated on the app that I can pay the order amount in cash also. Then he agreed.
As the packaging was poor, I thought a I should record a video of unboxing the product. So I did. At first I saw there was some dents on the head of the guitar. But when I saw the body there was a huge crack on the back which must be happened by putting another heavy package on it. Just by sticking "FRAGILE- Please handle with care" stickings you can't make a good package, You have to make a sturdy package before that.
So I immediately made return request and contacted the customer service executive to report the poor packaging. They told not to worry next time it will happen and changed the return and refund request to replacement request by their end as I was Okay with this option.
The next day a courier agent came to my house to pick up the damaged product but after trying for several times he failed to scan the tracking code and was unable to pick up. He was the same guy who delivered the product. He returned without the damaged product telling someone else will come in *nd trip or *nd half of the day.
After sometime another agent came on his bike but not took it because it was a big package for him to take.
After this I got a sms stating "Your return pickup for Pluto HW**CE-***F **-i
could not be completed as package was not ready. Re-attempt by end of next working day."
A lady from local courier office called me asking whether I returned the product or not.
I told that was not a fault from my side, she told it's happening for my particular order only and talked like as I was responsible for all this.
Then I contacted the customer service executive on the Amazon app and told them the current scenarios. They told not to worry as this is going to be a hand to hand replacement so the pick up will happen at the time of replacement delivery. They send a email to me stating the same. So I waited for the replacement.
The replacement product came on **th Feb, **** Morning, they called and I went to the gate of my house. But this time the same thing happened. The agent name Manish told that the tracking code is not working. After trying for **mins they called their senior to solve their problem. Then as per the instructions given by his senior they did tried several ways but they failed to deliver the replacement and returned telling me that tomorrow they will come again.
But, in the app it is showing that the delivery attempt failed for that day because they could not contacted me. Exactly this-" Carrier could not contact the recipient of this order"
Immediately I contacted the customer service executive and told them they are giving wrong and false reasons.
In between these days my other orders got delivered then how should they couldn't contacted me that time!! They don't even call me before delivery as they know my place very well.
This time also they said not to worry they are checking the matter and assured me that the replacement will be delivered on next day for sure.
The next day the same thing repeats but this the courier agent came in front of my house early in the morning but didn't called me on my phone, but I saw them doing something on there mobile. After sometimes they just gone and I got a notifications that delivery attempt failed as the recipient of the product could not be contacted. Giving the same false reason.
I checked in the app that the replacement product was returning to the seller. After seeing this I got so upset.
So I have contacted the customer service executive for solution. But each time they are giving fake assurance. One agent named Shubhangi told me that she have created another replacement. But I didn't showed in the app. She did nothing. Just lied.
After that an executive told the replacement is not available but they can create a new return and refund request. I wanted the replacement as the price of the item was hugely increased and I don't want to miss that deal I got. But as there was no option available I was agreed to return and refund option.
On the date of pick up I got a sms stating-
"Your return pickup for ***-*******-******* is scheduled for today and will be picked up between *:**AM-*:**PM by AmzAgent(**********)"
I called the agent knowing they may face Unablity to contact me but the person didn't have the information of my return request so I have send him the screen shot of the sms which I got.
Soon after I got another sms stating the return is cancelled at time of pick up as the package was not ready. -"Your return pickup for Pluto HW**CE-***F **-i
could not be completed as package was not ready. Re-attempt by end of next working day. They again gave false reason.
In between this I called the customer care like hundred times. They gave fake assurance. They told me that they send mail from the higher authority to the courier office. But no resolution have been made, they lied by telling you will get a call within ** hours but I ain't got any.
Each time they are creating a new return request scheduling the pick up date and time but no pick up is made.
On **th feb, two courier agent came, By seeing them I was happy that they will going to pick up this damaged product at last. But no. They came to discuss things which are happening. They have contacted their head quarter but they also didn't find a solution as the tracking code is not scanning. They can't finish it from their scanning page to home page like something they are telling I don't remember actually. So its not a fault from there end. In front of them I called the customer service executive, this time somebody named Soniya picked the call. I want her to talk to the courier agent but at first she was refused to talk stating the courier agent a third person. But I insisted, they told the issue, after that the lady named Soniya gave me assurance that I will definitely get a advance refund even if the pick up of damaged product is not happened by next day. She gave fake assurance that she will call me and refund me and took my number and asking the time to call. Today is the day but I haven't got any call from her.
I called the customer service executive, today someone named Manshi told that I can't get the refund until and unless the pick up have been made. They team that working of my "highlighted" Issue refused that advance refund promised by the Lady named Soniya.
And she can only help me by creating a new return request on a "priority basis" And created a new return request which I think not gonna happen.
So here I am traumatized in between these return requests and fake assurances. I have an important exam to give in next week. Please help me getting me the solution. Please.
I will attach each and every record that I have.
I will be Waiting for your response.
Thanks and Regards,
Souradeep Panda
WB, India.
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Resolution Demanded:
Apology letter from company
Refund / Credit for purchase
Replace / Fix problem
Damages for loss and agony
Amazon in and Appario retail private limited
Resolved
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