How to File a Complaint Against Amazon to Get Refunds and Replacements

You ordered a MacBook, but received a bar of soap. Or perhaps you returned a defective laptop. You call Amazon, expecting a quick fix. Instead, they tell you, "We delivered the right item. No refund."  

This isn't a rare event; it's a daily reality for thousands of Indian shoppers.  

From lost-in-transit scams to fake delivery notifications, the system is rigged against the common man.  

But here is the truth Amazon doesn't want you to know: You have the law on your side. In October 2025, a Delhi Consumer Court forced Amazon to pay ₹70,000+ for delivering the wrong laptop and denying a refund. 

You don't need to be rich or connected to fight back; you just need to know the correct process. This guide gives you the exact templates, escalation emails, and legal steps to recover your money. 

Most Common Amazon Complaints by Customers

We've handled thousands of Amazon consumer complaints, and these are the most common issues buyers face daily:

1. Fake Product

You order a high-value item (like a Sony camera or Samsung SSD) but receive a bar of soap, a cheap knock-off, or a used item.  

When you complain, Amazon denies the refund, stating their "internal investigation" proves the correct item was shipped. 

They rely on weight checks at the warehouse, ignoring that courier tampering often happens after dispatch. 

2. Used Sold as New

You buy a brand new laptop or phone, but upon registration, the manufacturer says the Warranty Already Started months ago. This confirms Amazon (or the seller) sold you a refurbished or returned unit as New. 

Brands often refuse to repair these items, leaving you with a device with no warranty coverage. 

3. Exchange Offer / Reject Loop

You opt for an exchange offer on an old phone. The delivery agent arrives, glances at your phone, and rejects it for scratches or dents that don't exist, or worse, marks it as Customer Rejected Delivery without even calling you. 

Third-party logistics agents often reject exchanges to save time, forcing you to pay the full price difference or leading to the cancellation of your order. 

4. Return Pick-up Scam

You return a defective product. The agent picks it up and gives you a receipt.  

Days later, Amazon emails you, claiming they received an empty box or a different item at their warehouse, and they refuse to refund you. The theft occurred in transit by the courier, but Amazon blames you. 

5. Delivered but Missing (OTP Bypass)

You receive a notification that your package was delivered, but you were home all day, and no one came.  

In some cases, agents pressure you to share the OTP for verification before arrival, then never show up. 

Once the OTP is entered, Amazon considers the case closed and legally binding, making it very hard to contest without CCTV footage.  

6. Blocked Accounts with Locked Money

After you file a few legitimate complaints or returns, Amazon’s algorithm flags your account as abusive.  

They lock your account, taking your Amazon Pay balance, Prime subscription, and order history down with it. 

You lose access to your own prepaid money with no clear path to appeal. 

How to Resolve Amazon Issues First Before Filing a Formal Complaint?

Don't go to court just yet. Ensure you have exhausted the in-app options and documented everything. 

Step 1: Use the Problem with Order Option 

Open Amazon.in on a computer or laptop. 

The desktop website often offers more options for filing a return or complaint than the mobile app does. 

Click on Returns & Orders (top right corner) > Find your item > Click Problem with Order. 

Benefit: This creates a permanent digital record of your complaint that a chat agent cannot delete. 

Step 2: Always Use Call Me Now 

Chat support is mostly handled by bots (computer programs) or junior staff who copy and paste answers. They cannot approve big refunds. You need a Supervisor. 

How to find the hidden "Call Me Now" button: 

• Go to the Menu (three lines). 
• Select Customer Service > Scroll down to Talk to Us. 
• Select your order. 
• You will see a yellow button labelled "Call Me Now." 

• Enter your phone number. Amazon's system will call you immediately. 

🗣️ What to say: When the agent picks up, be polite but firm. Do not explain your whole story yet. Say this exact sentence: 

"My issue is unresolved. Please transfer me to a Supervisor or a member of the Leadership Team. I do not wish to disconnect until I speak to them." 

✅ Why this works: Supervisors have the authority to override the system and approve refunds that normal agents cannot. 

Step 3: Unboxing Rule 

In the company's eyes, if you don't have proof, it didn't happen. 

For any item costing more than ₹5,000, never open the package without recording a video. 

How to Do it Correctly?

• Start recording before you cut the tape. 
• Show the shipping label clearly (zoom in on your name and address). 
• Open the box and show the product without stopping the video. 
• If the box is empty or the product is broken, show it clearly to the camera. 

🔎 Why this is Reliable: We have seen hundreds of cases on consumer forums in which Amazon has rejected refunds, claiming the Item Was Delivered Correctly.  

But when the customer sent the unboxing video to the Grievance Officer, the refund was processed within 48 hours. The video is your undeniable proof.  

Step-by-Step: How to File a Complaint on Amazon?

If the app fails, you need to escalate. Most people stop at the app; that is their mistake. 

1. Contact Amazon Customer Care Directly 

Phone: Call 1800-1200-9009 or 1800-3000-9009 (24/7 Support). 

Email: Send a detailed email to cs-reply@amazon.in. 

Subject Line: Formal Grievance: Order ID #[Insert ID] - Refund Not Processed 

2. Escalate to the Grievance Officer 

Under Indian IT Rules, Amazon must have a Grievance Officer to handle unresolved complaints. This is often more effective than standard support. 

Email: grievance-officer@amazon.in  

Cc: ecr-replies@amazon.in (Executive Customer Relations) 

What to write: Attach your invoice, photos of the defect, and screenshots of previous chat failures. State clearly: "If this is not resolved within 48 hours, I will file a case with the National Consumer Disputes Redressal Commission." 

3. Jeff Bezos Method of Social Escalation 

While Jeff Bezos is no longer CEO, his public email address is still monitored by a specialised Executive Customer Relations (ECR) team. 

Email: jeff@amazon.com or ajassy@amazon.com (Andy Jassy, current CEO). 

Why it works: These emails bypass the standard support script. Many users report on Quora receiving calls from "Executive Relations" within 24-48 hours after emailing here. You can try this as well. 

If Amazon Doesn’t Resolve: Immediate Next Steps 

If 48 hours pass with no resolution, stop waiting. 

1. Social Escalation (Twitter/X) 

Tweet a photo of the defect + screenshot of the chat. 

Tag: @AmazonIN, @AmazonHelp, and @jagoGrahakjago (Govt handle). 

Use Hashtags: #AmazonIndiaScam, #ConsumerRights. 

Tip: Keep it professional. Don't abuse. Say: "@AmazonIN Order #1234. Sent wrong product. Support refused refund. Is this your fraud protection? #ConsumerProtection" 

2. Legal Notice 

A legal notice is a formal warning sent by a lawyer. It tells Amazon: Fix this, or we meet in court. Large companies hate the litigation costs of small claims (e.g., a ₹30k phone). They often settle immediately upon receiving a notice to avoid paying their own expensive lawyers. We have handled thousands of cases and have seen over 90% resolved with a simple legal notice. 

Escalation Routes in India: Govt & Legal 

If Amazon ignores you, the Indian Government has other powerful tools to help you. 

1. National Consumer Helpline (NCH) - 1915 

A pre-litigation tool managed by the Dept of Consumer Affairs. 

How to use: 

Call: Dial 1915 (Toll-Free). 

App: Download the UMANG App or National Consumer Helpline app. 

Website: Register at consumerhelpline.gov.in. 

Success Rate: High. Amazon has a dedicated desk that responds to NCH tickets to avoid court cases. 

2. e-Daakhil - Online Court Filing 

This portal lets you file a formal Consumer Court case from home. 

Process: 

• Register at edaakhil.nic.in. 
• Draft your complaint (facts, evidence, relief sought). 
• Pay fees online (approx. ₹0-₹500, depending on the claim). 
• Wait for the admission hearing (often done via video conference). 

3. Consumer Commissions (The Court) 

If the claim is significant, you approach the court directly. 

• District Commission: For claims up to ₹50 Lakhs. 
• State Commission: For claims between ₹50 Lakhs and ₹2 Crore. 
• National Commission: For claims above ₹2 Crore. 

Who is Liable: Amazon or the Seller? 

This is where Amazon tries to trick you by saying We are just an intermediary (like a mall owner). We only rent the shop space; we don’t sell the products. Go follow up with the seller. 

Do not accept this. The courts are no longer buying this excuse. Here is the simple truth you need to know for your complaint: 

1. The Mall Owner Defence  

Amazon tries to hide behind Section 79 of the IT Act, which protects intermediaries from liability. They say, We didn't manufacture the defect; the seller did. 

This defence fails if the item was fulfilled by Amazon (FBA). If Amazon stored the product in its warehouse, packed it, and collected your payment, it's a service provider not a middleman. 

2. Fallback Liability Rule 

In 2020, the Indian Government fixed this exact problem with the Consumer Protection (E-Commerce) Rules, 2020. 

It introduced Fallback Liability. 

What it means: If the seller fails to deliver the goods or refuses a valid refund due to negligence, the marketplace (Amazon) must take responsibility.  

They cannot say Seller is not responding and close your ticket. 

3. Real Court Proof  

You don't need to argue; just show them the precedent. 

Case Law: Amazon Seller Services Pvt. Ltd. vs. Malay Patel (2022) 

The Gujarat State Consumer Commission ruled that Amazon cannot evade liability when it actively handles the payment, logistics, and customer support.  

The court held Amazon responsible for the refund because it was an active participant in the transaction, not a silent bystander. 

Recent Win (2026): 

In January 2026, the Mumbai District Commission ordered Amazon to refund a customer for a defective TV, saying that an online marketplace cannot claim it's not responsible... especially when it actively provides the sale and receives commercial benefit. 

4. How to List Them in Your Complaint 

To ensure your case doesn't get rejected on a technicality, you must drag both parties to court. In your legal notice or consumer court complaint, list the Opposite Parties (OP) as: 

• Opposite Party No. 1: Amazon Seller Services Pvt. Ltd. (The Platform) Address: Brigade Gateway, 8th Floor, 26/1, Dr Rajkumar Road, Bangalore – 560055. 
• Opposite Party No. 2: [Name of the Seller on your Invoice] Address: [mentioned on your Amazon Invoice or Seller Profile Page] 

Sample Legal Notice Template 

What Will the Costs & Timelines Be? 

Before you decide to take amazon into the court, you need to know how much it will cost you. We believe in 100% transparency, so you don’t have to worry about hidden costs later. 

DigiLawyer Advantage: 

Most people never send a legal notice because they think they need to find a lawyer and pay ₹5,000.  

Digilawyer changes this. 

Conclusion 

Amazon counts on you giving up because the process seems too hard. But with the National Consumer Helpline, E-Daakhil, and services like Digilawyer, the power has shifted back to you. 

• Start with the Paper Trail (Photos/Screenshots). 
• Escalate to the Grievance Officer. 
• If stuck, send a Legal Notice immediately. 

FAQs Related to Amazon Consumer Complaint