Dear Sir/Madam,
My name is Soju M. Thomas, and I have been a loyal Amazon India customer for the past few years. As I currently reside in the UK, I regularly use Amazon.in to purchase necessary items for my parents and in-laws in India.
I am writing this letter to escalate a complaint in relation to my recent purchase from Amazon.in.
On July 24th, I placed an order for three items on Amazon.in:
1. Canin Creek Ultra-Premium Dry Dog Food 12kg (10+2Kg)
2. 2 pouches of Rin Liquid Detergent 2L pack
3. 2 pouches of Comfort (Lily) 2L pack
On the night of July 30th, two of the items (1 & 3) were delivered. However, instead of receiving the Canin Creek Dog Food, which costs ₹2,565, I received a packet of Drools 10kg, which is significantly cheaper and of lower quality, which cost about 1500.
When I attempted to raise this issue through the app, I encountered difficulties as it required a phone call, which is challenging for me given my location in the UK. I then contacted customer care via the chat service, where the agent instructed me to send an email, which I promptly did on July 31st. After numerous conversations, they finally raised a complaint after understanding the situation. However, no action has been taken since then.
Subsequently, I made a call to Amazon from the UK using my Indian number (call recording attached). I requested to speak with higher officials to explain the situation in detail. However, I was told that the correct product had been delivered. The attached images clearly show the Drools packet with the label and order number. Eventually, a representative named Ayisha, who identified herself as part of the leadership team, acknowledged the mistake but refused to rectify it. She declined to provide her full name or designation, stating that she was the highest authority in this matter. The reply was ” based on the results of our investigation we won’t be able to provide a replacement or refund for this order at this time as the correct item was delivered”.
I am not requesting a refund or replacement; I simply want to receive the product I originally ordered. I do not wish to use Drools, which is an inferior product compared to Canin Creek Dog food. Also I am quite upset and frustrated because of this issue and the way amazon executives are dealing with this. I have invested considerable time and resources, including the cost of the product and phone calls, to resolve this issue. I am worried not only about financial loss but also about the mental struggle. Given my situation, I kindly request that you take immediate action to resolve this issue. I have attached all relevant product photos, order details, and the call recording for your reference.
Thank you for your attention to this matter. I look forward to your prompt resolution.
Best regards,
Sd/-
Soju M. Thomas
