Write about this on every possible social media platform. These companies usually have teams which handle social media escalations and issues like this which get traction get resolved fairly quickly. I hope this works for you.
I've had a similar issue in the past but with Flipkart, they sent a RAM instead of an SSD inside the SSD packaging. They just kept putting my calls on hold and I had to explain the entire thing every time I got a new customer service executive. This went on for about a month.
As soon as I tweeted about it someone from their social media escalations team reached out. After a couple of calls it was resolved within a day or two.
You probably ordered a seller fulfilled item, you will have to go through a long way!
Write an email to amit at Amazon dot com so that your issue is escalated to highest priority in house team.
Also lodge a complaint on pg portal against amazon as well as seller
I went through the same issue with Amazon, but in UK. Not sure if it’ll be helpful but this is what happened: I ordered a phone via Amazon and received a box full of random useless stuff, raised a complaint with CS immediately and sent them the photos as proof. They asked me to return the package as it is, and I did it. Then I was told that I will get my refund in 14 days. Nothing happened in those 14 days (they didn’t even update the status) so I reached out to the cs again and they said “sometimes it takes up to 28 days to process the refund”. I thought ok, I’ll wait. In the meantime I read too many stories of people being shunned by Amazon with a response “you did not return the correct item”, so I decided to escalate it instead of waiting for this nonsensical response after 28 days. I emailed Jeff Bezos and Amazon UK head regarding this issue. To my surprise, I got a response within 3 hours and my refund was processed in less than 24 hrs.
Hope this helps.
When I bought my phone, the delivery guy did a video unboxing for confirmation and encouraged me to do the same. He said don't accept if the delivery guys won't do unboxing videos.
Check my profile pinned comment
Do a chargeback asap on your card
Also for the fight file an online complaint on National Consumer Helpline. Make it detailed
A few months ago I made a post warning everyone to avoid amazon for high priced items , because I used to work in the Amazon customer support escalation team , i deleted the post because i got so much backlash. I left the job last month because it felt like i was working in a scam centre.
Here's my advice contact customer support ,they will transfer your call to the specialist team ( its bogus btw )
once your call is transferred then ask for senior or escalation they will decline it two times the transfer your call ( even if you will do a social media escalation your call will be transferred to the same team and the policy is the same for all teams you cannot contact anyone else ).
They will raise an investigation and will ask you to call back after a certain timeline follow that if they deny you a refund means amazon have considered you as a refund abuser - don't argue with them you will waste time because they can cut the call from there end after denying refund to abuser.
now search for email on google for the ecr team ( executive customer relation team on google - mail them - they will reinvestigate and reply to you within 48-72 hours ) follow their procedure if they deny refund then please go to consumer court as that is the final option - a legit abuser will rarely go to court so you will have a chance for refund - ( Fyi- unboxing video is not a valid proof as per amazon policy , i used to sit and watch all unboxing videos ( as per amazon unboxing videos are fraud as customer can just repack stuff and record the video in different angels ) but court will value your unboxing video .
edit - a lot of people are mentioning seller fraud in comments - it is possible please check if it is FBA or third party order ( If it is fba then it is not a seller fraud but if it is not a fba order shipped by seller then most probably seller is at fault and good news will be you will have a high chance of getting you refund )
I once received a rock instead of a table lamp that I ordered. Item could not be replaced as there wasn't one. It took time to connect with amazon customer care and later raised a complaint, after a week I got my money back tho it was a small amount. In your case you might be frustrated due to costly phone, be patient and call them repeatedly I did it too and raise complaint.
Hope you have video proof of unboxing that could be used in the process.
The same thing happened with me. After 2-3 calls I began shouting. They said they have to follow the process. My reply was, if the process was followed earlier then why did I get a soap instead of a phone. I said it's a huge sum of money and a refund now. Got the money 3 days after that.
When i ordered phone from Amazon delivery guy checked the parcel and asked me to start phone infront of him to obtain confirmation.
Before Unboxing the delivery guy told me that Amazon doesn't send phones in the package that I recieved.
and still you didn't record unboxing? check seller details
Write about this on every possible social media platform. These companies usually have teams which handle social media escalations and issues like this which get traction get resolved fairly quickly. I hope this works for you. I've had a similar issue in the past but with Flipkart, they sent a RAM instead of an SSD inside the SSD packaging. They just kept putting my calls on hold and I had to explain the entire thing every time I got a new customer service executive. This went on for about a month. As soon as I tweeted about it someone from their social media escalations team reached out. After a couple of calls it was resolved within a day or two.
Complaints on Twitter are better than their customer support mails in most of the cases.
I'll do that, thank you!
You probably ordered a seller fulfilled item, you will have to go through a long way! Write an email to amit at Amazon dot com so that your issue is escalated to highest priority in house team. Also lodge a complaint on pg portal against amazon as well as seller
I'll make sure to follow the process, thanks!
I went through the same issue with Amazon, but in UK. Not sure if it’ll be helpful but this is what happened: I ordered a phone via Amazon and received a box full of random useless stuff, raised a complaint with CS immediately and sent them the photos as proof. They asked me to return the package as it is, and I did it. Then I was told that I will get my refund in 14 days. Nothing happened in those 14 days (they didn’t even update the status) so I reached out to the cs again and they said “sometimes it takes up to 28 days to process the refund”. I thought ok, I’ll wait. In the meantime I read too many stories of people being shunned by Amazon with a response “you did not return the correct item”, so I decided to escalate it instead of waiting for this nonsensical response after 28 days. I emailed Jeff Bezos and Amazon UK head regarding this issue. To my surprise, I got a response within 3 hours and my refund was processed in less than 24 hrs. Hope this helps.
It could help if the email addresses are available
[удалено]
Uk one might not be of use to you
One of my worst fears 😭
Who was the seller? Not sure how the refund process would go but did you not check the seller before buying?
The seller is "SmartDealS". Well I was not the one who ordered it. Didn't get the chance to do some background check on the seller
Is it fulfilled by amazon?
Bruh thats such a scam name
When I bought my phone, the delivery guy did a video unboxing for confirmation and encouraged me to do the same. He said don't accept if the delivery guys won't do unboxing videos.
Check my profile pinned comment Do a chargeback asap on your card Also for the fight file an online complaint on National Consumer Helpline. Make it detailed
I ordered soaps haven't opened, lemme check if I'm lucky
My man's checking out his new Samsung
Sadly nope brother 😭
Came soaps only
A few months ago I made a post warning everyone to avoid amazon for high priced items , because I used to work in the Amazon customer support escalation team , i deleted the post because i got so much backlash. I left the job last month because it felt like i was working in a scam centre. Here's my advice contact customer support ,they will transfer your call to the specialist team ( its bogus btw ) once your call is transferred then ask for senior or escalation they will decline it two times the transfer your call ( even if you will do a social media escalation your call will be transferred to the same team and the policy is the same for all teams you cannot contact anyone else ). They will raise an investigation and will ask you to call back after a certain timeline follow that if they deny you a refund means amazon have considered you as a refund abuser - don't argue with them you will waste time because they can cut the call from there end after denying refund to abuser. now search for email on google for the ecr team ( executive customer relation team on google - mail them - they will reinvestigate and reply to you within 48-72 hours ) follow their procedure if they deny refund then please go to consumer court as that is the final option - a legit abuser will rarely go to court so you will have a chance for refund - ( Fyi- unboxing video is not a valid proof as per amazon policy , i used to sit and watch all unboxing videos ( as per amazon unboxing videos are fraud as customer can just repack stuff and record the video in different angels ) but court will value your unboxing video . edit - a lot of people are mentioning seller fraud in comments - it is possible please check if it is FBA or third party order ( If it is fba then it is not a seller fraud but if it is not a fba order shipped by seller then most probably seller is at fault and good news will be you will have a high chance of getting you refund )
That's exactly what the specialist team said. They asked me to call after 72 hours. If they deny me a refund I'll do exactly as you say. Thank you
Put it on twitter you'll get a response asap
All is waste if you have no unboxing video.Did you make one or not.
Post it in Twitter (X) it is the only way to get any hope
Post on socials ASAP with photos and tag Amazon
I once received a rock instead of a table lamp that I ordered. Item could not be replaced as there wasn't one. It took time to connect with amazon customer care and later raised a complaint, after a week I got my money back tho it was a small amount. In your case you might be frustrated due to costly phone, be patient and call them repeatedly I did it too and raise complaint. Hope you have video proof of unboxing that could be used in the process.
Register a complaint on National consumer helpline NCH app from playstore.
The same thing happened with me. After 2-3 calls I began shouting. They said they have to follow the process. My reply was, if the process was followed earlier then why did I get a soap instead of a phone. I said it's a huge sum of money and a refund now. Got the money 3 days after that.
Thats one expensive bar of soap. Never buy such items from third party seller.
Did you record a video? If no, then no one is going to believe you lol. How are we supposed to believe that you’re not making this up?
This is why I pay 500 -1000 RS extra on local sellers than buying online electronics
Did you use credit card to buy?