- Product not shipped, no fair refund Closed
This is an email I sent to Amazon. All the details have been accurately described herein.
Comments:This is with reference to ORDER # 405-8114128-6568337 placed on January 21st, 2017. I placed the order during the Great Indian Sale and paid using Amazon Pay balance. I also have a trial prime membership subscription.
Today, after 4 days my order has still not been shipped. It was supposed to be delivered by 23rd January, but here I'm ,writing to you once again. I contacted the customer care on 23rd January , and I was told that my payment was being cancelled again and again by the system. Puzzled with the response, I checked my Amazon Pay balance wallet history, which showed that the transaction was successful and Rs2800 had been deducted from my Amazon Pay account. I also checked my bank statement, and it also showed that my account had been debited with Rs2600 towards POS withdrawal. (I already had Rs200 in my amazon pay balance wallet, therefore, Rs200+Rs2600=Rs2800 which was equal to the price of the printer)
The customer care executive ,however, assured me that it was a fault on amazon's part and that she had escalated the issue , and that I would receive word on my product within 24 hours. Satisfied with the response, I decided to wait another day.
On 24th January, I had to contact the customer care again, because I didn't hear anything from Amazon. I was told about the same glitch again, and was reassured that my package would reach me by 27th January.
Now today , I saw an email again from Amazon stating that "your order will take longer to fulfill than originally estimated"
I just want to ask you what is happening? First , my delivery estimate was changed( even though I had Prime) and even then you can't fulfill it ?
According to my Bank statement and Amazon Pay wallet history ,payment has been made successfully on both occasions, so there is clearly no problem on my part.
I'm very frustrated with the turn of events. I needed that printer urgently ,that's why I chose prime. This delay is causing me irreparable damage. What is the purpose of Prime membership , if I don't receive my product within 2 days?
A customer care executive asked me to cancel my current order and place a new one, but I don't think that it would work out ,because now there is no lightning deal or cashback offer on the product.
I have only 2 alternatives
1) I request you to either correct the glitch and ship me the same order
2) cancel my current order and place a new one at the same price and offer as my original order. Here is a bit of calculations to help you out
Printer Price on Amazon = 3199
less: Lightning deal discount = 400
Final Price: = 2799
Also, I paid with amazon pay balance via the amazon app, which entitled me to a 15% cashback. which means that I would receive Rs420 ( 15%of 2799) on or after February 10, 2017.
Therefore the price comes down to Rs 2380.
If you can somehow arrange the same deal(as above) once again for a new order, with 1-2 day delivery, then go ahead place a new order. However, if you cannot give me the product with the lightning deal discount and 15%cashback offer, do not cancel the current order.
I repeat, if you cannot match the lightning deal and cashback offer do not cancel my current order.
Without the ligtning deal, and cashback offer I would suffer because, my original order had both of these promotions, and without these promotions, the product would cost me a lot more.
I have been a regular customer of Amazon since the past 1.5 - 2 years, but this is the first time I'm facing so many issues regarding a single order. I don't even visit Flipkart or any other e-commerce sites now, since I know that Amazon is the best. But I'm starting to doubt myself. It is appreciable how far Amazon India has come since 2013, but I hate to admit that there are certain flaws with Amazon too!
This time Amazon has not lived up to my expectations. The experience this time has been far from satisfactory.
I request you to please fix the glitch and deliver my product at the earliest.
After this email, this was there reply :
I am sorry for the inconvenience caused to you as you have not received the item yet. In addition to our large selection, one of the benefits we try very hard to offer our customers is convenience. I'm very sorry for the inconvenience you experienced in this case.
I have checked your order # 405-8114128-6568337 and found that you have placed the order on Saturday 21 January 2017 and we have also received the payment for this item.
We regret to inform you that your order is delayed as it's still stuck in the Fulfillment Center due to certain technical limitations. We're doing everything possible to correct this problem and have your order delivered to you as soon as possible. I'll notify you as soon as we have an update.
As you are our valuable customer and as an exception I would like to inform you that if you can cancel the and place the new order in that case we will initiate a gift card of Rs 400 in your account which will credited within 24 hours.However we will not be able to provide the 15% cash back for your new order.
Further I would like to inform you that the we have already escalated to dispatch your product at the earliest once the order will be get shipped you will receive the confirmation.
Please know that this situation was the result of a combination of technical and human errors and that in no way did we intend for this to happen.
Further if you need any kind of assistance please feel free to contact us. We are here to help you.
We look forward to seeing you again soon.
Please use the survey below to tell us about your experience today.
I was frustrated and I sent them another email :
Why can't you provide me the 15% cash back? I made a purchase during the specified days, therefore I'm entitled to a cash back. You just can't say NO!
I think this is just a great bait and switch technique by Amazon. You say, there's a sale and tell the customer that he/she would save Rs800 ( as in my case), then after the customer has paid, you say that due to technical limitations we can't deliver your order. After the customer places a new order, you say that you will only give one half of the previous discount (Rs400). This way the consumer has only one choice, place a new order and get only half of the promotions and discount or get a refund and forget about the product. And for Amazon it means duping the customer and making profits. What is the meaning of having a sale, when you can't deliver on your promises?
Guess, what? I'm not going to slide this easily. If I don't get my order till 27th ( and I know I won't, since it hasn't been shipped even as on the 26th) , I'm filing a lawsuit against amazon on the grounds of false advertising and misleading the customers. I have already tolerated too much and now there is no going back. I may be a small consumer, but I'm going to fight till the end, just so that you won't do this again. I will make sure that the millions of customers around the world get to know about this egregious practice of yours.
This may be a Dave vs Goliath battle , but I believe you know that the bigger they are, the harder they fall.
I didn't receive any reply for this email.
I have called them multiple times , but it is the same old story. They asked me to wait for 48 hours.
I called them again on 26th january and they told me that they have raised a second ticket towards my complaint and have escalated the issue.
I don't believe them anymore. I have done everything in my power and they just won't budge .
Please help me out!
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