Complaint regarding non-delivery by Amazon

On 20.04.2024 I ordered 2 pcs Havells 1200mm Crista BLDC Motor Ceiling Fan from Amazon . successfull payment also completed through online transaction . At the time of order maximum date of delivery was 09.05.2024, but till the time of writing the order not received. In order tracking option of Amazon shows that Carrier picked up the package. When I checked in Delivery couriers website by tracking number it showing on 26.04.24 Shipment not ready for pickup and on 29.04.2024 Order cancelled by merchant/shipper. After that I called to Amazon customer care number  and they also can’t provide any update regarding my order and they asked me to wait till the last expected delivery date which was 09.05.2024.

I again called to customer representative and they asked me to wait till 15.05.2024 and if not delivered then they will refund my money. One of customer representative called me and asking about the order details on 07.05.2024 and keep me on hold for almost 25 minutes for details checking and didn’t provide any update. The customer representative keep my phone on hold 30 minutes on 07.05.2024 , on 14.05.2024  she keep me on hold almost 50 minutes in the name of details checking and after 53 minutes the call automatically disconnected. Again called me and keep me on hold I just surprised what the representative thinks about me , I have the whole day to keep my phone on hold.

What kind of service this is where customer representative need to keep a  suffering persons call on hold for more than 30 minutes. Is this a professional behaviour from a world class company. Almost one month passed of the order , still I am unaware about the status of the order and the customer representatives also harrassing me in the name of details checking. Need help from consumer forum.