- This topic has 77 replies, 36 voices, and was last updated 1 year, 3 months ago by
.
-
Posts
-
-
UHi everyone,
I need some help and advice regarding a frustrating situation with Amazon India and their courier partner, Delhivery. Here’s what happened:
1. Ordered: MacBook Pro on 17/02/2025 from Amazon.
2. Received: On 21/02/2025, but it was the wrong model and also damaged.
3. Contacted Amazon: They investigated and agreed to accept the return. They sent me a return mail stating “wrong item received.”
4. Return Attempt: Delhivery was assigned for pickup, but they refused because the serial number on the invoice did not match the actual product (which makes sense because Amazon sent the wrong item).
5. Re-contacted Amazon: They said they will investigate why the pickup is not happening and promised an update by 01/03/2025. However, my return period ends on 28/02/2025.
6. Pickup Cancelled: The courier partner later canceled the pickup, falsely stating it was delayed by the customer and that I was unreachable (which is completely false).
7. Evidence: I have call recordings with both Amazon (where they agree to the return) and Delhivery (where they confirm they won’t pick it up due to the serial number mismatch).
At this point, I am stuck with a wrong and damaged MacBook with no clear resolution. Amazon is delaying things, and I fear they will use the return deadline as an excuse to deny my refund. I have already filed a complaint in national consumer helpline.
I have also attached screenshots in this post.
What should be my next step? Has anyone faced a similar issue? Should I escalate to consumer court or reach out to social media? Any advice would be really appreciated!
-
UHi faced the same issue recently with a juicer I had ordered. After they agreed to return the delivery agent never came to pickup. I had to call them every 2 or 3 days and they’d assure me that it would get picked up the next day. The entire day would pass, and then next day I would call them and have to explain the entire issue to a new agent altogether. But after almost a month and half of this I got a refund and they did not even take my order back. So apparently after three or four pickups are not able to happen at Amazon’s end, they initiate an advanced refund, where you get to keep the product and they return your money too. I hope they do that in your case.
-
-
G1st…. you have to be naive as f to order such high value electronic items from Amazon.
I paid 100 extra to buy 1 tb hdd from local mall, where I tested it before paying.. .Amazon is not same, as it used to be few yrs ago. They don’t entertain returns and are super slow.
I baught 2000 worth of bag ..seller randomly sent any bag … Had to go through return process and bag for my money back – without any of my mistake. Strongly asked amazon to charge the seller – and pay me 500; for my pain. They didn’t do either.
Now – you wait and watch. Do folloups – scold the customer care and hope for the best. You learned it the hard way.
-
-
-
-
UOne advise for future – if buying anything more than 10k, better buy from a physical store or from the company website / company app. Especially when it’s high value electronic item or an appliance.
-
-
-
VI recently purchased an iPhone from Amazon, and took an open delivery, verified the product and then only gave them the OTP.
-
UBro you never can check the device fully – open delivery lasts for max 10 minutes – what all will you check?
-
-
UI personally don’t trust open box delivery concept if I am spending more than 10k-20k. I have bought my phone and watch as well as some appliances that I bought last year from physical stores. Some other gadgets I bought from original company website. Even if buying from Amazon, e.g., use a trusted seller like Cloudtail etc.
-
-
-
-
FIs this a new option on Amazon?
Because unlike Flipkart, I have not seen mandatory open box dleivery option on Amazon. So why will delivery guys agree to open the Amazon box without receiving OTP?-
VThey do it, and in fact they video record you opening the box. He made a 1-2 minute video of me opening the package.
If they refuse you can call customer care, and the CC team authorizes the opening of the box.
Apparently Amazon starting losing business to Flopkart because of their open box delivery and Amazon has instated this in stealth mode.
-
-
-
-
-
UTry calling them next time if not doing it already and straight up asked to be redirected to a supervisor, do give him an ultimatum that if this and this doesn’t happen you will be forced to take further action.
The first level of agents are generally clueless, supervisors will be able to help you better.
Have been in a similar situation, rinse and repeat and you may get an agent who will finally understand and help you with the concern.
-
-
VAsk to be transferred to the escalations team, not the supervisor.
**As I type this I am on hold with Amazon, as the return of a damaged product hasn’t taken place for the last one week.**
*I believe that they are trying to push me out of the returns window, so that I am stuck with a broken product.*
-
-
-
-
UYou will not be able to attach images, you can upload it to a image host and post the link. Say [https://postimages.org/](https://postimages.org/)
-
-
SNot really a problem. Ask amazon to initiate pickup with comments that product should not be verified by courier. This was the return courier will pickup the product and will not verify against the original sale. But to do this I believe you need to a customer in good standing
-
UYes, I already asked amazon to remove verification and they removed it, that’s why in the return email i received, it was clearly mentioned by them that a wrong item was delivered but Delhivery still refused to pick up and when I asked them to pick up as verification is not required they said they will not pick up unless amazon sends them a mail instead. I have call recordings of that also.
-
-
-
-
UYou are right, I will not be calling Delhivery anymore. I have already raised a complaint in Delhivery for this but from now my communication will be with amazon only.
-
-
-
-
-
UYou can raise a dispute with your credit card provider saying Amazon is not picking you the defective laptop, they will give you a refund after their investigation.
Tell Amazon that you are raising the dispute with your credit card provider, they’ll escalate as they won’t want a dispute 😉
-
CNot sure if it is right advice ? The issue is between Amazon and OP, why to drag the CC company in-between. It won’t help !
OP has made a legit payment on a legit platform and amazon has accepted the payment !
CC don’t entertain cases like this !-
-
UI always use Amex for high value risky transactions. Their dispute resolution is the best u have experienced.
If you have evidence that as per the merchants policy you were supposed to get a refund. Or the promised service/product was not provided to you despite you trying to resolve it with the merchant.
They simply charge back the card. Nothing to do from your end. If the vendor doesn’t provide evidence of having provided the service/product, you get the money back.
-
-
-
-
-
-
VFlipkart has open delivery by default on electronics.
With Amazon, you can insist upon open delivery.
**OP next time insist on this.**
-
-
-
UJust curious why did u order such an expensive product online ?? Was there a substantial discount involved as compared to offline retailers ??
-
-
UOh ok makes sense. But nowadays if you ask the offline retailers they match the discount as well!!
-
-
-
-
UDudee something similar has happened to me, i ordered a laptop from Amazon and i received headphones instead, i raised an investigation through Amazon customer care services and contacted them several times with all the evidence but they denied to refund me my money
-
-
AI also bought a macbook from apple store few days ago and the display was dust coated so I requested for a replacement directly to apple as i bought that from apple india online. You should first contact amazon and explain the whole matter and email the same. If they do not giving you any satisfactory resolution then you shouldn’t waste your time and complain the same in consumer forum online. It should do the job. If it does not then buckle up fot consumer court.
-
-
-
UI ordered MacBook Pro with M4 Pro chip and 24GB unified memory but received a old MacBook Pro which has the glowing logo, but it’s of no use, it’s completely dead and no track pad either
-
-
-
-
-
VReturns are a hassle generally and customer service just follows SOPs even when you try to explain the scenario to be an exceptional one. You will just need to be patient. Fortunately, amazon is one of the few that gives a better experience to it’s customers during returns.
I had a similar issue but in my case the item was a low value one, so I didn’t really bother to follow up everytime. After a couple of days when I saw the item was still not picked up – all due to delays or cancellations from the pickup company, I raised another complain. This time a customer executive from Amazon called me and after verifying the details again simply just refunded the amount. No one ever came to pick up that item either.
Though as I mentioned it all might have been because the item was low value. -
-
-
Urelax. raise a consumer complaint online. amazon is the most customer friendly website. you will get back your money
-
-
UAmazon customer service is second only to Dyson. You just have to insist in your interaction with the frontline agent to escalate it to a senior position; be polite though, honey traps more bees than vitriol 👍
-
-
UI have added the screenshots here:
-
-
UWhen the wrong item is sent, usually they have option to remove pictures or information from the listing the pickup guy is referring to. (They have information about the product being returned and they match it to it and accept the parcel). This is because they only accept returns that match to description on their return request.
So as per my experience returning the wrong product, Amazon customer care needs to remove pictures of the Macbook or even some other info from the return request (item listing). So that the courier guy can accept it for return.
-
UYou are right and this was the case with the initial return request, where it was required for the pickup agent to match the received item with the item ordered and for this particular reason, I requested amazon to remove this verification and create a new return request, which they did and in the email that was sent to me, it was clearly mentioned “Item to be returned – wrong item received”. And when I shown this to pickup agent, he still refused to pickup because his manager has asked him to pickup only if serial number match or amazon sends them a mail.
I already attached the screenshot of return email in this post as a comment. -
-
-
IYou have an invoice
Track the product in your invoice and try to get it blocked or get it marked stolen. -
-
-
-
-
CAt this point, I just wanted to ask if customer support did mention the wrong product delivered in their notes while creating your case for return.
If they haven’t mentioned any such note then delivery guys will keep denying your request as their delivery will not accept such an order for return due to mismatch. -
-
UKeep calling them. Tag them on twitter and other social media posts. If you have recordings post that also.
Faced same issue with damaged laptop , the amazon executive who picked up the call the third time , ensured it’s picked up and the amount was refunded.
Whenever buying any electronics , record the unboxing. These days amazon has become shit.
I am not buying big electronics online. Rather croma is better.
-
