Amazon India refuses to pick up my damaged washing machine and falsely marks every pickup as “Customer Cancelled”
I ordered an LG Smart Choice 9 kg (FHP1209Z5M) washing machine on 26 June 2026 for my brother-in-law.
The order went out for delivery on 28 June, but it was never delivered.
On 29 June, only one delivery person arrived. Since the washing machine had to be taken to the 7th floor, he said he couldn’t do it alone, and the driver refused to help. Eventually, the open-box delivery was completed, but my brother-in-law missed checking the lower part because it was covered with a thermocol sheet.
On 30 June, the installation technician came and pointed out that the entire lower back panel was severely damaged. It wasn’t just transit damage—there were multiple small holes in the lower panel as well. If it had only been dented during transit, I could have understood. However, the presence of these tiny holes strongly suggests that the damaged product was sent deliberately.
I’m mentioning the seller’s name so others can avoid purchasing expensive electronics from them:
DAWNTECH ELECTRONICS PRIVATE LIMITED
Indraprastha Industrial & Logistics Hub, Near Bharat Gas Filling Plant, Village Hariyala, Vadala Patia Road, Kheda, Ahmedabad, Gujarat – 387570.
I immediately contacted Amazon Customer Support on the same day. The executive informed me that a replacement wasn’t available, so my only option was a return and refund, which I accepted.
The pickup was scheduled for 1 July (9:00 AM–9:00 PM), but no pickup agent came. Instead, the status was falsely updated as “Customer cancelled the pickup.” I called customer support again, spent nearly 40 minutes being transferred between multiple executives, and was assured that the pickup would definitely happen the next day.
However, 2 July and 3 July passed with exactly the same issue. Every single day, the pickup partner falsely marked the request as “Customer cancelled the pickup,” even though I never cancelled anything.
Trying to remain patient, I rescheduled the pickup one final time for 4 July. By 6:00 PM, after no one had arrived, I lost my patience and contacted customer support again. The executive acknowledged the issue, agreed that the pickup partner appeared to be closing the requests incorrectly, registered a complaint (Complaint ID: c80f9d79-183c-453e-a9ac-9e2d6bdb362f), and assured me that the pickup would happen within the next 2 hours.
Then, at around 8:00 PM, I received yet another message stating that I had cancelled the pickup, even though I had taken no such action.
I contacted customer support once again. This time, the senior executive claimed that I had only rescheduled the pickup on 3 July, and that Amazon would take action only after three failed pickup attempts. This explanation made no sense because the pickup had already failed repeatedly due to the delivery partner falsely marking it as cancelled by the customer.
It’s now been four days, and no one at Amazon seems willing to take responsibility or resolve the issue. My payment has already been deducted, the return window is getting closer to closing, and every day I have to spend nearly an hour on calls with customer support.
I have only one month left before my exam, yet instead of focusing on my studies, I’m wasting valuable time chasing Amazon over a return that should have been straightforward.
As a Prime customer, this has been one of the most frustrating experiences I’ve ever had with Amazon. Every executive blames the delivery partner, while the app incorrectly shows that I cancelled the pickup, making it look like the fault is mine.
If anyone has faced a similar issue or knows how to escalate this effectively, I would sincerely appreciate your help. 🙏