One Plus Six ordered one plus 6 instead got 3 soaps

Hello Sir,


I am Raj Sanjay Shah. On July 16, 2018, I had ordered a One Plus Six from my brother’s account. His name is Jimit Shah and his email is jimit.shah2505@gmail.com

I had ordered One Plus 6 Mirror Black model worth ₹34,999 which was sold by Rocket Kommerce LLP. It was shipped to my address at 64, CU Shah Bhuvan, Sion, Mumbai by ATS and received by me.

I received a call from the delivery agent at 17:25 to collect the parcel from the main gate. I reached there and collected the parcel from him. The parcel looked untampered with and I tugged the seal to check it and it felt sturdy, so I took it. After some time, I tried to remove the seal but could not as it felt to be quite tight. So, I took a scissors and cut it from the bottom. I removed the box from it and was shocked to see a MAXX POWER SAVER BOX with some washing soap inside.

I immediately went online to try to contact the customer service department. I was shown a message that the call back facility was unavailable and so I had to chat with a representative who escalated the matter to an account specialist.

I was told by that person that the investigation will take around 5 days and I should expect a call back by July 25,2018. Then at around 20:00 I received an email. The contents of it are below.



“Hello,

We recently reviewed your account for order activity details. Your order history shows that you have received a high number of refunds for items that were missing from your orders.

We know that occasional problems with orders are expected in the normal course of business. In these instances, a refund or replacement may be issued.

You can learn more about our refund policies here:
http://www.amazon.in/gp/help/customer/display.html/?nodeId=201819300

Sincerely,

Account Specialist
Amazon.in
www.amazon.in”



I immediately called the customer service and they were quite rude to me saying that as per their investigation my request has been denied. I argued for some time with them and they told me to reply to the email I got. I replied to it and I am yet to receive a reply.



By this time, I have checked the package and pulled the seal and found that it was stuck with a lot of cello tape. Hence, I believe it was difficult to open the package by tearing off the seal.



The wordings as per the email received by me implies that a lot of returns were made. As per the order history only one refund was requested. I had ordered One Plus 5, One Plus 5T and now One Plus 6 using this account. The email implies that I am trying to defraud Amazon where as it looks like a theft was committed by a person from Logistics.



This has caused me a lot of mental agony and depression and I also had to miss college today. I am a student and the amount of ₹35000 is quite a lot for me.



I humble request you to please look into the matter and help me resolve this. The customer service department is uncooperative and to be frank quite rude.

Now i got a mail from Amazon that i will not receive any refund or replacement against.

my order id is 405-3186583-0808337