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MouthShut Score

78%
3.63 

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An Amazon mistake: A Truly Emotional Disaster.
Apr 16, 2019 01:46 AM 5391 Views (via Mobile)

Customer Service:

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My 8-month pregnant wife was sent to Chennai India from Dubai for her delivery and was unable to cope with the hot climate in Chennai. I decided to act urgently in getting her an air conditioner on an urgent basis. I checked Amazon, reliance digital and flip kart. While all of them had almost similar delivery times, I chose Amazon as I 've used them multiple times in Dubai.


Sadly Amazon turns up to be miles away in terms of service compared to Amazon UAE. I ordered voltas 1.5 ton 5star invertor split AC unit (order number 403-7890104-7093120) along with a V guard stabilizer worth 5k. The AC unit got delivered and the stabilizer never even made it to her door in Chennai and we received a msg saying customer refused product and hence being returned to the seller.


This was silly, but I did not care as the Voltas installation team that was coming were able to get a stabilizer and Amazon promised me a refund. When the installation team arrived, I was finally relieved, that my wife would be able to sleep peacefully tonight. The Voltas installation team to our surprise said they could not complete the installation, AS THE GREAT GLOBAL GIANT AMAZON HAD SENT US A 2 TON INTERNAL AC UNIT WITH A 1.5 TON EXTERNAL UNIT, WHICH WOULD NOT MATCH. I made multiple calls, emails to customer service, who literally didn't seem to be bothered about how important this was to me. Priyanka at large appliances, first wrote to me asking for pictures and the log sheet from the installation team, to prove that it was a mismatch.


I replied to her email asking for a call back urgently to explain the urgency of the situation as THE GREAT AMAZON APP WOULD NOT LET ME PUT IN MY DUBAI PHONE NUMBER FOR ME TO GET CONNECTED TO THE CUSTOMER SERVICE TEAM. I then got on the chat option and requested for an urgent callback. Adnan from large appliances called me and literally refused to take the situation seriously, stating, AMAZON HAS A PROCEDURE AND WE WOULD CHECK YOUR DOCUMENTATION YOU HAVE EMAILED TO US AND ONCE WE VERIFY IT IS GENUINE, WE WILL LET YOU KNOW IF WE WOULD REPLACE IT OR PROVIDE YOU A REFUND AND DEFINITIVE TIMELINES CAN BE PROVIDED. When asked for a supervisor, Adnan replied stating, A supervisor would te you the same thing I told you and when I still insisted I be transferred, he bluntly refused to say, we don't have a supervisor transfer option available right now.


Disappointed and disgusted, I apologized to my wife for trusting Amazon and tried to talk her to sleep. After trying up to midnight when she could still not sleep, I was literally broken inside and decided to call Amazon again.


I provided my wife's number for the callback and asked my wife to answer Amazon's call and WhatsApp me so that I can call her and get conferenced with Amazon. This was a really expensive affair, considering the call charges from Dubai to India.


We got on the phone with Anushka from the technical team of Amazon, who did well empathizing with us and understanding the situation. She verified all the documentation and tried to transfer us to the large Appliances team and came back apologizing saying the Large appliances team is closed for the day and there is nothing else she can do to help.


I was devasted at how helpless Amazon had left me and shocked by the horrendous mistreatment of the global giant.


I researched to check the seller, who was the real culprit and realized it was CLOUDTAIL INDIA, A company with no contacts available anywhere on the internet and from reviews seemed to be one of Amazon's largest Vendors.


If you are also a person like me who thinks, Amazon is a giant and should be at least good at customer service, think again. I am never trusting Amazon in my life again and would suggest nobody do so either.


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