tanmaysrma
New member
- Dealer Name
- Poddar and Sons
- Company Name
- Amazon Seller Services Private Limited
- Product Name
- FUJIFILM Instax Mini LiPlay Hybrid Instant Camera (Bronze)
- Customer Care Number
- 180030009009
- Loss Amount
- 17029
- Ratings
- Opposite Party Address
- Amazon Seller Services Private Limited
Sattva Horizon, Survey No 6/1 and 7/1, Vinayak Nagar, Kattigenahalli, Venkatala Village, Yelahanka Hobli, Bengaluru, Karnataka - 560064
Poddar and Sons
Poddar&SonsR14AG/Fpulpehladpur, MehrauliBadarpur Road, Delhi, Delhi, 110044
Summary
On the Amazon India e-commerce platform, I placed an order for a Fujifilm Instax Mini LiPlay Hybrid Instant Camera specified in the Bronze Gold variant as a surprise gift for my sister. Upon delivery via the "Open Box Delivery" (OBD) protocol, a completely different stock-keeping unit (SKU)—the Elegant Black variant—was delivered.Amazon and its Executive Customer Relations team repeatedly acknowledged logistics and fulfilment failures, providing written undertakings to issue an advance refund. Subsequently, Amazon breached its written undertakings, abandoned communication, and submitted false statements to the National Consumer Helpline (NCH) claiming the pickup was cancelled by the consumer.
Chronology of Events & Documentation Trail
Phase I: Order Placement & Fulfilment Failure
- Order Particulars: Order ID 407-3731052-1349103. Item: Fujifilm Instax Mini LiPlay (Bronze Gold).
- Delivery Condition: Delivered via Open Box Delivery (OBD). Because this was a surprise gift, the recipient was unaware of the ordered colour specifications and could not verify the SKU mismatch during the delivery window.
- Discrepancy: The physical item delivered was Elegant Black. The invoice reflects the Bronze Gold variant. This constitutes a Significantly Not As Described (SNAD) fulfilment error originating at the seller/fulfilment warehouse level.
Phase II: Escalation & Multiple Failed Reverse Pickups
- Attempts 1 & 2: Amazon customer support initiated two separate reverse pickup requests. On both occasions, Amazon’s logistics partners failed to contact the recipient to arrange the pickup. No pickup attempt was made.
- Executive Customer Relations Intervention: Following complaints about a logistics failure, the matter was assigned to Rohit in Amazon’s Executive Customer Relations team.
- Written Undertaking 1 (May 16, 2026): Executive Customer Relations issued a formal email confirming an internal investigation, promising an update on or before May 19, 2026.
- Written Undertaking 2 (May 17–18, 2026): Amazon Support issued a binding written statement via email:
- Breach of Undertaking: Amazon failed to schedule or execute the third promised pickup, failed to provide the promised resolution by May 19, 2026, and subsequently locked the customer support ticket at the executive level, preventing frontline support from acting.
Phase III: Statutory Escalation & Misrepresentation to NCH
- Grievance Officer & Executive Escalations: Formal notices detailing violations under the Consumer Protection (E-Commerce) Rules, 2020 were served to cs-reply@amazon.in, ofm@amazon.in, grievance-officer@amazon.in, and ajitv@amazon.in (Country Manager).
- National Consumer Helpline (NCH) Filing: A formal grievance was lodged via the NCH portal (1915).
- Misrepresentation by Opposite Party: Amazon uploaded a closure comment on the NCH portal stating: "Upon checking, we find that the pickups were cancelled and the said order was never picked up... we are merely an e-commerce marketplace... the issue stands resolved."
- Current Status: Amazon's claim that the consumer cancelled the pickup is factually false and contradicted by Amazon’s own written email Admissions. Amazon has ceased all communication across email, phone, and official social media handles (@AmazonHelp, -Jerusha).