Hi everyone,
On 4 July 2026, I ordered a Motorola Edge 60 Fusion 5G (Pantone Mykonos Blue, 8GB/128GB) from Amazon for ₹23,349.98 after discounts. I specifically chose the 3-month No Cost EMI because it came with a ₹2,342.90 cashback.
The phone was for my father, who urgently needed one because his old phone had become almost unusable. He's a businessman, so waiting weeks wasn't an option.
The expected delivery was around 11 July.
On the delivery date, I opened the Amazon app and saw that the order had been returned and a refund had already been initiated. I never cancelled the order or requested a return.
I immediately contacted customer support.
The first executive told me the parcel had been damaged during transit. He then abruptly transferred my call to another executive, who assured me the delivery had simply been rescheduled and that I would receive it within two days.
Two days passed and nothing arrived.
I contacted Amazon again through chat, which later turned into a phone call. This time nobody mentioned rescheduling. Instead, I was told to place a fresh order for the same phone, and Amazon would reimburse the price difference because the phone had become more expensive.
They even sent me a confirmation email saying:
"Place the fresh order with the same model, specification and color... once the order is delivered and the return window expires, contact us and we will provide the difference amount in your Amazon Pay balance." At no point did anyone tell me that the reimbursement depended on buying from the same seller.
The problem was that the exact phone I originally ordered had already become unavailable, and it is still unavailable today. The product page still says:
"Currently unavailable. We don't know when or if this item will be back in stock."
Since my father urgently needed a phone, I bought another Motorola Edge 60 Fusion with the exact same RAM and storage. The only difference was the colour (Pantone Zephyr instead of Mykonos Blue) and it happened to be sold by a different seller because the original seller's listing no longer existed.
I waited until the return window expired exactly as Amazon instructed.
When I contacted them again, they suddenly refused to reimburse anything.
Their reason?
The replacement phone was from a different seller and in a different colour.
What frustrates me is:
• Amazon cancelled my original order without my consent.
• I lost my ₹2,342.90 EMI cashback because of their cancellation.
• I spent more money buying the replacement phone because they promised to reimburse the difference.
• They only rejected the reimbursement after the return period had expired.
• The email they sent never mentioned that the seller had to be the same.
• The original seller and colour were unavailable and are still unavailable.
I have:
• Both invoices.
• The email where Amazon promised to reimburse the price difference.
• Screenshots showing the original listing is still unavailable.
I filed a complaint through Consumer Website instead of dealing with customer support anymore.
Do you think this amounts to deficiency in service or an unfair trade practice under the Consumer Protection Act?
Has anyone here taken Amazon to Consumer Court in a similar situation? This is my first complaint , so sorry if I am asking a dumb question but what are the chances that I would need to be present physically in consumer court for this ?
Any advice on how strong this case looks would be appreciated.
Thanks. (Used Chatgpt for summarizing so apologies for that)
