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Submit your complaint →Anurag Singh, a Business Analyst, has accused Amazon India of severe negligence after receiving a wrong product and being denied a refund despite six failed pickup attempts and CCTV proof. His case, verified and published by Choice4Voice.com, exposes alarming lapses in Amazon’s customer grievance process. Read the full story, legal options, and how Choice4Voice.com supports consumers facing similar online frauds.
Complaint Summary
| Complainant Name | Anurag Singh |
|---|---|
| Company/Brand | Amazon India |
| Product/Service | Sofa cum Bed (Received Wrong Product) |
| Order Issue | Wrong item delivered (Ottoman stool/pouffe instead of sofa cum bed) |
| Refund Status | Denied despite 6 failed pickup attempts |
| Evidence Provided | CCTV footage of delivery and unboxing |
| Complaint Type | Wrong Product Delivery / Refund Denial |
| Company’s Response | Claiming correct product delivered; closed ticket |
| Complaint Source | Public post shared on LinkedIn and verified by Choice4Voice.com |
Full Complaint Details
Anurag Singh, a Business Analyst, has raised a verified complaint against Amazon India over what he describes as a deeply disappointing and unethical experience.
He ordered a Sofa cum Bed through Amazon, but instead received an Ottoman stool/pouffe a completely different product. While such logistic mix-ups can happen, the real issue began when Amazon failed to resolve the return and refund process.
Timeline of Events
- Order Placed: Sofa cum Bed ordered via Amazon India.
- Product Received: Ottoman stool/pouffe delivered instead.
- Pickup Attempts: Six pickup requests were created by Amazon after repeated follow-ups by Anurag.
- Failure of Pickups: None of the pickup partners contacted or visited the complainant.
- Escalation: Upon escalation, Amazon assured a refund if the 5th pickup also failed — a promise documented in writing.
- Broken Promise: After the 5th failed pickup, the bank refused to honor the written commitment and instead began an “investigation.”
- Final Response: Despite CCTV proof of delivery and unboxing, Amazon closed the ticket, falsely claiming the correct product was delivered.
Anurag’s experience highlights a serious breach of Amazon’s A-to-Z Guarantee a policy meant to protect customers against wrong deliveries and fraud.
“It’s not about a single sofa it’s about principles, accountability, and how companies handle situations when they’re clearly at fault,” said Anurag in his LinkedIn post.
His statement reflects the growing frustration among Indian consumers who find themselves trapped in endless refund cycles despite clear evidence.
Legal Case Can Be Filed
Anurag Singh’s case clearly falls under deficiency in service and unfair trade practice, making it eligible for multiple legal escalations under Indian consumer protection laws.
1. Consumer Forum Case (Under Consumer Protection Act, 2019)
Since Amazon denied a refund despite wrong product delivery, the case qualifies as deficiency in service and unfair trade practice.
👉 How Choice4Voice.com can help:
We assist in drafting a Consumer Forum complaint with evidence (CCTV footage, chats, emails) and guide complainants through the filing process.
2. E-Commerce Rules Violation (Consumer Protection [E-Commerce] Rules, 2020)
As per Rule 5(3), marketplaces must ensure a transparent return and refund process. Failure to honor this violates Indian e-commerce law.
👉 How Choice4Voice.com can help:
We provide a ready-to-submit complaint format for the Department of Consumer Affairs, citing relevant E-Commerce Rules.
3. FIR for Cheating and Fraud (IPC Sections 417 & 420)
If evidence suggests intentional misrepresentation or manipulation by the seller or platform, an FIR can be filed under Section 420 IPC (Cheating).
👉 How Choice4Voice.com can help:
We share pre-drafted FIR templates for local police stations and explain how to attach visual proof such as CCTV footage.
4. Complaint to the Ministry of Consumer Affairs (Govt. of India)
Consumers can file an official complaint through https://consumerhelpline.gov.in/ and seek government intervention.
👉 How Choice4Voice.com can help:
We offer step-by-step guides to register the complaint online and track its progress.
5. Complaint to the Amazon Grievance Officer (Mandatory as per IT Rules, 2021)
Under Indian law, Amazon India must have a designated grievance officer to handle customer disputes. A formal email can be sent requesting resolution.
👉 How Choice4Voice.com can help:
We provide official grievance officer contact details and templates for effective escalation.
How Choice4Voice.com Works
Choice4Voice.com is India’s trusted consumer complaint and advocacy platform that gives consumers a voice when large corporations ignore genuine grievances.
Our Process:
- Complaint Submission: Consumers submit complaints through our verified portal.
- Verification: Each case is verified for authenticity before publishing.
- Public Escalation: We post verified complaints on Choice4Voice.com and LinkedIn, tagging the concerned brand and regulatory authorities.
- Legal Guidance: We help consumers file formal cases with RBI, consumer forums, cybercrime portals, and ombudsmen.
- Awareness Creation: By publishing verified complaints, we bring transparency and accountability to corporate practices.
Choice4Voice.com remains neutral and objective, aiming for fair and lawful resolution between consumers and companies.
Author
Anurag Singh is a Business Analyst with a professional background in data-driven decision-making and process optimization. His complaint against Amazon India is driven by a commitment to consumer fairness and accountability. Through his public appeal, he aims to make online marketplaces more transparent and responsive toward customer grievances.
Q&A on Amazon Refund and Wrong Delivery Issues
Q1. What should I do if Amazon delivered the wrong product?
Immediately raise a return and refund request through your Amazon account.
Q2. What if Amazon doesn’t pick up the wrong product?
You can escalate the matter to Amazon’s Grievance Officer and file a Consumer Forum case.
Q3. How long does Amazon take to process refunds?
Refunds are typically processed within 3–5 business days after a successful pickup.
Q4. What is the A-to-Z Guarantee?
It’s Amazon’s protection program ensuring that customers get what they ordered or a full refund.
Q5. Can Amazon deny refunds after multiple failed pickups?
No, failure in pickup attempts due to the company’s logistics issues cannot void your refund rights.
Q6. What evidence helps in refund disputes?
CCTV footage, delivery slips, chat transcripts, and email records are strong proof.
Q7. Can I approach the Consumer Forum for online delivery issues?
Yes, you can file a case under Consumer Protection Act, 2019 for deficiency in service.
Q8. Where can I file an online consumer complaint?
At https://consumerhelpline.gov.in/ (Central Government portal).
Q9. How to contact Amazon’s grievance officer in India?
Via email to grievance-officer@amazon.in as per the IT Rules 2021.
Q10. What are the E-Commerce Rules 2020?
They mandate fair returns, transparent pricing, and consumer-friendly policies for online platforms.
Q11. Can I get compensation from Amazon for harassment?
Yes, the consumer court may grant compensation for mental agony and legal costs.
Q12. What if Amazon closes my complaint without resolution?
You can reopen the case or escalate to the National Consumer Helpline.
Q13. Can CCTV proof be used in consumer court?
Yes, CCTV evidence is legally admissible in consumer disputes.
Q14. What if Amazon claims the correct item was delivered?
Submit your proof of delivery mismatch and CCTV footage to the forum.
Q15. Is Amazon legally bound to process refunds?
Yes, under Consumer Protection (E-Commerce) Rules, 2020, refunds are mandatory for wrong deliveries.
Q16. Can I post my experience publicly?
Yes, sharing experiences helps spread consumer awareness platforms like Choice4Voice.com support verified cases.
Q17. Can Choice4Voice.com help me file a legal complaint?
Yes, we assist in preparing all legal and formal complaint drafts for multiple authorities.
Q18. Can I tag Amazon on LinkedIn or X (Twitter)?
Yes, tagging often accelerates response from brand escalation teams.
Q19. Is there a time limit to file a consumer complaint?
Yes, you must file within 2 years of the incident.
Q20. How can I track my case after filing?
The consumer helpline and forum portals allow status tracking via case ID or email.
