- Seller Name
- Darshita Etel
- Company Name
- Amazon
- Product Name
- Realme Narzo 70 Pro 5G
- Website Name
- https://www.amazon.in/
- Loss Amount
- 18178
- Ratings
- Opposite Party Address
- 8th Floor, Brigade Gateway, 26/1 Dr. Rajkumar Road, Bnagalore - 560055,Karnataka, India
On October 3, 2025, I placed an order (ID: 402-0436017-2669930) for a Realme Narzo 70 Pro 5G with an exchange for my old phone. I prepaid an amount of ₹15,978/-.
I received the parcel on 11 October 2025. The delivery partner, upon inspecting my old phone for exchange, rejected it due to a broken display. I immediately paid the remaining balance of ₹2,200 to the delivery partner. Upon opening the package, I discovered the phone box's seal was broken the phone was completely dusty and the phone cover is full of scratches. Furthermore, the attached bill was taped to the box in a way that made it impossible to remove without completely tearing the document.
I immediately lodged a complaint to return the parcel and requested a refund. Amazon customer care initially stated there was no refund policy for this phone but agreed to check if a refund was possible, requesting six days for confirmation.
October 17 2025 (Evening) The return process was initiated.
Around this time, I purchased another phone. While logging into my Amazon account on the new device with the same Phone number, I forgot my password and subsequently changed it, adding my email ID (XXXXXXXXXXXX092003@gmail.com) in the process. After logging in, I checked my orders, but no details were showing. Upon contacting customer care, they informed me that two separate accounts existed under my phone number (720XXXX072). The original account, which contained the order, was a "number-only" account without an email ID attached (the Orphaned Account). The new account was created during the password reset and had my email ID attached. I asked for the refund status again. Customer care confirmed that since the order had been picked up (Return Pickup Date: October 17, 2025), I would be refunded within 13 working days.
After 13 days, I contacted customer service again. An agent asked for a recovery number to be added to the account and confirmed the last three digits of my bank account, assuring me the refund would be processed soon.
A few days later, upon contacting them again to check on my refund status the agent asked for the Order ID. I provided the one attached to the physical bill on the parcel, the agent stated this was a fake Order ID belonging to someone else. I informed them that this was the ID I physically received, but they disconnected the call, stating they could not help. I immediately called customer service again. The agent asked me to write an email to the OFM team regarding the issue, and he also claimed to have sent a corresponding email from their end.
Three days later, I received a tailored email asking me to contact the Amazon Account Team. I called them, explained the situation, and they were able to verify all my details. They provided me with the correct, original Order ID and the seller's name. They asked me to write another email to the OFM team with all the accurate details. Two days later, I received a mail from the OFM stating they could not find any details associated with my email ID. I confirmed that xxxxxxxxxx092003@gmail.com is my primary email and that the relevant order belongs to the "number-only" account (720XXXX072). I contacted the Accounts Team again. They advised me to write a final email to the OFM team, only mentioning the refund for the order from the number-only account (720XXXX072) which has no email ID attached. They confirmed the Accounts Department cannot initiate the refund and provided me with a written email, to forward to the OFM team. Despite following all instructions and writing to the OFM team a total of six times, I continue to receive only generic, templated responses (asking me to sign in or contact them). This was not expected from a giant company like Amazon. I request to take immediate action as it is hard earned money of my parents. As a student, in the mid of semester exams, I am struggling since October for resolution.I am attaching some screenshots of my payments and delivery packet snapshots for smooth process. Additionally, I would like to add that the delivery guy behavior was too rude towards me when I was too soft while receiving the product.
I received the parcel on 11 October 2025. The delivery partner, upon inspecting my old phone for exchange, rejected it due to a broken display. I immediately paid the remaining balance of ₹2,200 to the delivery partner. Upon opening the package, I discovered the phone box's seal was broken the phone was completely dusty and the phone cover is full of scratches. Furthermore, the attached bill was taped to the box in a way that made it impossible to remove without completely tearing the document.
I immediately lodged a complaint to return the parcel and requested a refund. Amazon customer care initially stated there was no refund policy for this phone but agreed to check if a refund was possible, requesting six days for confirmation.
October 17 2025 (Evening) The return process was initiated.
Around this time, I purchased another phone. While logging into my Amazon account on the new device with the same Phone number, I forgot my password and subsequently changed it, adding my email ID (XXXXXXXXXXXX092003@gmail.com) in the process. After logging in, I checked my orders, but no details were showing. Upon contacting customer care, they informed me that two separate accounts existed under my phone number (720XXXX072). The original account, which contained the order, was a "number-only" account without an email ID attached (the Orphaned Account). The new account was created during the password reset and had my email ID attached. I asked for the refund status again. Customer care confirmed that since the order had been picked up (Return Pickup Date: October 17, 2025), I would be refunded within 13 working days.
After 13 days, I contacted customer service again. An agent asked for a recovery number to be added to the account and confirmed the last three digits of my bank account, assuring me the refund would be processed soon.
A few days later, upon contacting them again to check on my refund status the agent asked for the Order ID. I provided the one attached to the physical bill on the parcel, the agent stated this was a fake Order ID belonging to someone else. I informed them that this was the ID I physically received, but they disconnected the call, stating they could not help. I immediately called customer service again. The agent asked me to write an email to the OFM team regarding the issue, and he also claimed to have sent a corresponding email from their end.
Three days later, I received a tailored email asking me to contact the Amazon Account Team. I called them, explained the situation, and they were able to verify all my details. They provided me with the correct, original Order ID and the seller's name. They asked me to write another email to the OFM team with all the accurate details. Two days later, I received a mail from the OFM stating they could not find any details associated with my email ID. I confirmed that xxxxxxxxxx092003@gmail.com is my primary email and that the relevant order belongs to the "number-only" account (720XXXX072). I contacted the Accounts Team again. They advised me to write a final email to the OFM team, only mentioning the refund for the order from the number-only account (720XXXX072) which has no email ID attached. They confirmed the Accounts Department cannot initiate the refund and provided me with a written email, to forward to the OFM team. Despite following all instructions and writing to the OFM team a total of six times, I continue to receive only generic, templated responses (asking me to sign in or contact them). This was not expected from a giant company like Amazon. I request to take immediate action as it is hard earned money of my parents. As a student, in the mid of semester exams, I am struggling since October for resolution.I am attaching some screenshots of my payments and delivery packet snapshots for smooth process. Additionally, I would like to add that the delivery guy behavior was too rude towards me when I was too soft while receiving the product.
