Complaint Against Amazon India & Timehut Retail (India) Pvt. Ltd. for Delivering an Empty Timex Box and Denying Refund Despite Video Evidence

[Yadav Jaydipbhai]

Seller Name

Timehut Retail (India) Private Limited

Company Name

Amazon Seller Services Private Limited

Product Name

TIMEX Analog Watch for Couple with Black Round Dial & Stainless Steel Bracelet Band | Water Resistant Pair Wrist Watches

Website Name

Amazon.in

Customer Care Number

180012009009

Loss Amount

4556

Ratings

1.00 star(s)

Opposite Party Address

#26/1, Brigade Gateway, 8th Floor,
Dr. Rajkumar Road, Malleshwaram West, Bangalore, Karnataka – 560055

I, Yadav Jaydipbhai Vijaybhai, resident of Rajkot, Gujarat, file this complaint against Amazon Seller Services Pvt. Ltd. and Timehut Retail (India) Private Limited for failure to deliver the purchased product and for refusing to consider valid video evidence during their investigation.

• Order ID: 408-7374955-9885967
• Order Date: 26 November 2025
• Delivery Date: 3 December 2025
• Product Ordered:
  TIMEX Analog Watch for Couple with Black Round Dial & Stainless Steel Bracelet Band | Water Resistant Pair Wrist Watches
• Invoice Amount: ₹4,546 (HSN: 91021100)+ ₹10 (Cash/Pay on Delivery fee)

Summary of the Incident​

On 3 December 2025, the parcel was delivered to my office receptionist because I was out of station on an official tour.
I personally collected the package later the same day after returning to office.

When I examined the parcel, I noticed that the Amazon tape was slightly open on one side, but not fully torn. Since I was still in office, I did not open it there.

After reaching home, I opened the parcel while my younger sister recorded the entire unboxing on video.

The video clearly shows:

• The Amazon outer package (with slightly open tape)
• The original Timex branded box inside
• The sealed Timex box being opened
• The Timex box completely empty — the watches were missing

This confirms that the product was never inside the package.

Attempts to Resolve With Amazon​

4 December 2025​

I contacted Amazon to report the issue. They informed me that a Leadership Team investigation had been initiated.
“Refund cannot be initiated because the item is out of stock with the same seller.”

9 December 2025​

I called Amazon’s helpline again ().

Amazon’s Final Response​

Amazon informed me that their Investigation Team had rejected the refund without providing:

• Any explanation
• Any proof
• Any request to view my video evidence

Important: Amazon Refused to Review My Video Evidence​

Despite repeatedly informing Amazon that I had a proper continuous video recording showing:

• The slightly open Amazon tape
• The branded Timex box
• The empty Timex box

Amazon:

• Did not request to view the video
• Provided no upload option
• Showed no interest in verifying the evidence
• Closed the case without evaluating proof

This is a clear failure of investigation and amounts to an unfair practice.

Call Misconduct​

During my last two calls:

• Customer care agents abruptly disconnected the call
• They did not allow me to escalate the complaint
• They did not allow me to explain or offer evidence

This caused mental harassment and denied my right to redressal.

Legal Violations​

Amazon and the seller are responsible for:

• Deficiency in service
• Unfair trade practice
• Failure to deliver the purchased product
• Improper and incomplete investigation
• Ignoring critical evidence
• Mental harassment and inconvenience

This violates the Consumer Protection Act, 2019.

Relief Sought​

I request the Hon’ble Commission to direct the Opposite Parties to:

1. Refund ₹4,556 immediately
2. Pay compensation for mental harassment, inconvenience, and loss of time
3. Cover litigation and filing costs
4. Implement fair investigation procedures to prevent such cases

I declare that all information provided is true and correct.


Yadav Jaydipbhai Vijaybhai
Date: 09-12-2025
Place: Rajkot