I had placed an order for Rs.19480 on 22nd Oct. 2017 on Amazon.in for various items out of which one was a perfume bottle to be delivered at Bangalore as a surprise gift for my son for Rs. 3799 that included a shipping charge of Rs.100. The item was delivered at his address on 31 Oct which was improperly packed just bubble wrapped and taped. He opened the packet after coming back from office at 9:30pm and found it cracked and a tiny piece of the bottle was chipped and found in the original box. I sent a written complaint to Amazon (where the item was still showing as delivery expected between 1 to 7th Nov) for initiating return and schedule the pick up .The seller contacted me after being contacted by Amazon and kept on asking clear and clearer pictures for 3 days. I complained to Amazon about his harassment and sent them a picture showing the chipped piece and the crack on the bottle. Then the seller started asking for the product to returned to him properly packed, so that he can see the item and confirm the batch code etc. and then issue the refund and the courier expenses.
My issue is that first of all we ordered online to save our time and now the recipient has to make extra efforts for no fault of his to get the packaging material(because the seller did not sent in a carton), then go to the courier company to send it back. Secondly, the bottle is damaged and contains inflammable substance. We cannot take the responsibility to send it as a parcel. It was due to the carelessness of the seller so it is his or Amazon’s responsibility to get it picked up. The same order contains a packet of Hazelnut pouch which was sent in a cardboard carton and the glass bottle was sent just like that. Amazon writes in every mail about the buyer’s guarantee, where is it? Amazon talks about its so called policies, can they show that all seller fulfilled orders have to be self returned or this seller on the product page showed that? Another thing, Swiss Army perfume, part of the same order to be delivered in Gurgaon was also delivered on 31 Oct, but still the site shows expected delivery 7th Nov. What if it was not delivered to the right person, I would not even know because it is not shown as delivered so that I can check.
I reiterate that we are not sending the damaged bottle by any means, Amazon is more than welcome to get it picked up from the address it was delivered to like other orders. I have returned quite a few orders back to Amazon, they were all picked up.
Please help me solve this issue and get me the refund. Can send you the pictures also later because cannot submit.
Bhuwana, Udaipur 313001, Rajasthan