- Mental torture by Amazon Execs and CS ^Open

Tanul filed this complaint against Amazon .in on May 29, 2020

I placed an order for an item on *th May, **** from Amazon, it was supposed to be a gift for my brother on his birthday- **th May

I got the expected and Guaranteed Delivery Date as **th May ****, which was perfect.

Since this order was very important to be delivered on time, I used to call the customer support every other day to check on the progress. Up until **th, the order had not reached the local delivery hub but Amazon's team continued to lie to me and give false promises about the date of the delivery.


*) On **th- "The order will be delivered to you ***%" (even though it hadn't even reached my local warehouse on **th), I could sense a problem but CS couldn't- I said the same to my brother who it was for- "tomorrow, ***%".

*) On **th Morning- "The order is in Bangalore warehouse, it will be shipped today, you'll see an update in the tracking history today for sure, don't worry it's on priority and you will get it by **th".

*) On **th Evening- "The order was already in transit from Bangalore to your area, it was sent on **th itself, it must be stuck somewhere or not scanned, don't worry you'll get it ***% by **th".

*) On **th Morning- "The order is still in Bangalore, it will be delivered by **th".

Obviously I did not receive the order on **th, which wasn't difficult to foresee if all the people I spoke to took my request seriously.

On **th I reached out to Amazon's Director of Customer Service on LinkedIn, and told him about my situation he responded with this-

"Hi, apologies for the experience. I have shared with the team for root cause. Someone will reach out to you with a follow up and resolution.
Thank you, Akshay"

The message didn't sound convincing but I thought things will change. They didn't. He just forwarded my complaint to a team called "Executive Customer Service", who aren't any better than the team I was previously interacting with. They guaranteed my a delivery date of **th May when we were at **th evening and order tracking status was the same as it was on the date it was shipped i.e. **th May.

To this date, **th May, ** days after the delivery date and ** days after my brother's birthday- they are still trying to get it delivered. Also, my last message to Akshay Prabhu, Amazon's Director of Customer Service hasn't been addressed.

Their entire team from Executives to the Customer Service Reps have cause immense amount of mental trauma to me and my brother, and their behaviour even when their top executive is informed should not go unpunished like nothing happened.

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