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SI ordered a MacBook from Amazon India and it arrived with a non-functional keyboard out of the box. I immediately took it to an Apple Service Center, which issued a defective product certificate confirming the issue.
I raised a return request with Amazon. The first pickup was scheduled for April 11, but no delivery executive contacted me, yet the status was falsely updated as “Customer not ready with package.”
I followed up and got it rescheduled for April 12, only to receive another false notification saying the pickup was rejected by the carrier — again, with no contact from anyone.
Customer care kept bouncing me between teams. I was told to wait for an “investigation” until April 17, during which time they wouldn’t accept any return/replacement request.
Meanwhile, a rep from their Executive Customer Relations team reached out and scheduled a pickup for April 15 — but again, no one came. It was again marked as “Customer not ready.”
Even their Leadership Team told me a pickup was confirmed — but the next day, it was again a no-show.
Now they’re saying there’s another investigation going on till April 21, while I’m stuck with a non-functional device and a pending credit card bill for it.
This has become mentally exhausting. I’ve done everything by the book — including providing proof from Apple — and still face delay tactics, false pickup updates, and complete lack of accountability.
Has anyone faced a similar situation with Amazon India? What worked for you? Is there any faster resolution through NCH, or do I have to go the legal route?
Any advice or shared experiences would help.
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AI have personally experienced the sharp deterioration in customer experience at Amazon over the last few years.
The big picture is that the online store business is unprofitable in most countries including India and is subsidised by AWS. Amazon is also lagging behind the other tech giants in AI and the new CEO is under heavy pressure to cut losses.
They are actively cracking down on what they think are excessive or fraudulent returns and trying to get rid of unprofitable customers. In the process, even genuine returns are feeling the pinch. To make matters worse, many customer interaction functions have been taken over by AI agents and even human agents who were previously able to issue refunds have been disempowered.
You have already contacted Executive Customer Relations – which is formally the highest level of escalation. There is supposed to be a Grievance Officer, but those emails are also sent to ECR, as far as I know. You can try mailing Jeff Bezos or Andy Jassy, but they get so many angry customer complaints that it is unlikely yours will get through the filter.
I hope it doesn’t come to it, but I suspect you will have to go the legal route if you want to take this further.
I have stopped ordering anything from Amazon that I am not prepared to write-off in case things go wrong.
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AI have personally experienced the sharp deterioration in customer experience at Amazon over the last few years.
The big picture is that the online store business is unprofitable in most countries including India and is subsidised by AWS. Amazon is also lagging behind the other tech giants in AI and the new CEO is under heavy pressure to cut losses.
They are actively cracking down on what they think are excessive or fraudulent returns and trying to get rid of unprofitable customers. In the process, even genuine returns are feeling the pinch. To make matters worse, many customer interaction functions have been taken over by AI agents and even human agents who were previously able to issue refunds have been disempowered.
You have already contacted Executive Customer Relations – which is formally the highest level of escalation. There is supposed to be a Grievance Officer, but those emails are also sent to ECR, as far as I know. You can try mailing Jeff Bezos or Andy Jassy, but they get so many angry customer complaints that it is unlikely yours will get through the filter.
I hope it doesn’t come to it, but I suspect you will have to go the legal route if you want to take this further.
I have stopped ordering anything from Amazon that I am not prepared to write-off in case things go wrong.
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USame thing is happening with me for one of my high priced product, which was wrong item sent. Investigation is going on, and customer representative asked me to call back on 17th Apr.
Delivery guy did not pick up, saying they are suppose to get email for high priced items, and later updated the status “pick up denied by customer”
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