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UI ordered 3 fans from Amazon, and 2 of them were incorrect items (different colours than what I had originally ordered), so I requested returns for both on 7th April.
Customer support initially raised the return request for only 1 fan instead of both, which created confusion from the beginning.
During pickup, my father handed over both incorrect fans to the pickup agent because both were meant to be returned. The pickup agent accepted both items and did not inform him that only 1 unit was officially scheduled for pickup.
I received refund for only 1 fan.
After that, Amazon customer support repeatedly told me that they would schedule return attempts again and that after 3 return attempts, the refund for the second fan would be manually processed as per their policy. I followed all instructions, including informing the pickup person that the item had already been returned on 9th April.
This happened 3 times.
Later, after multiple follow-ups and being transferred to senior support, I was told that they had “investigated” and the request was closed because their system shows only 1 fan was returned. They also said once the investigation is closed by seniors, it cannot be reopened.
I emailed the grievance officer team, but they only asked me to contact support again through the same callback link, which led back to regular customer care. After speaking to them again, I was told the same thing — case closed, no refund.
My concern is:
If their pickup agent physically accepted both items, can Amazon still deny responsibility like this?Also:
1. Is filing a National Consumer Helpline complaint the right next step?
2. Does this count as sufficient grounds for a consumer complaint?
3. Has anyone successfully resolved something similar through legal escalation?I have email records, call history, and proof of repeated assurances from customer support.
Would really appreciate advice on the best next legal step here.
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