RD 30 Oct 2019
I had ordered a watch (Casio Protrek Analog Digital watch PRG 650Y cost 18895/-) on Amazon during its festive sale on Sept 30. A package was delivered to me on 5 Oct of the said product. When the package was opened the item found was wrong and instead of the correct item, a fake watch (Vero Mode cost 499/-) was delivered to me. Immediately I contacted the customer service and was directed to file a complaint and write an email to csreply@amazon.com with the relevant photos of the wrong item. I sent the email and the details on the evening of 5 Oct just after speaking to the customer executive. I got a reply stating that an investigation will be conducted and i will be contacted by 12 Oct for initiating a refund/replacement. I was not contacted by the company and when i called up i was told the investigation was on and i will be contacted. When I was not contacted i called up the company on 28 Oct and a return was initiated. However i was told that the investigation team has found that the correct item was delivered to me and i will not get any refund/replacement, even after returning the delivered product to the company. This whole saga has resulted in a wastage of time and money for me as the amount paid is substantial. And the company has explicitly denied any refund for me. Moreover, it is very difficult to get in contact with the relevant customer service executives to resolve any issues with orders. There is a lot of waiting time, sometimes stretching to almost 15 mins with no response from the other side.