Complaint Against Amazon India and Seller for Delivery of a Defective Failure to Resolve the Return/Pickup Issue, and Request for Refund and Compensation

I am filing this complaint against Amazon India and the concerned seller regarding the delivery of a defective Samsung semi-automatic washing machine on 22 October 2026. Immediately after delivery, I noticed that water was continuously leaking from the bottom of the washing tub while filling the machine. The leakage continued even after I turned off the water tap. The water was not leaking from the drain pipe. This indicates a defect in the product delivered to me. I contacted Amazon customer service, and a return process was initiated on 24 October 2026. However, no one came to collect the product. On 26 October 2026, a pickup agent arrived but refused to collect the washing machine, citing a serial number mismatch. The serial number printed on the box was 1N5359DL804424, while the serial number on the washing machine was 1N5359DL804424T. Despite my repeated attempts to resolve the issue, no pickup agent came to collect the defective washing machine on 28 October 2026 or 29 October 2026 either. I contacted Amazon customer service multiple times, but my issue remained unresolved. During my attempts to seek a solution, I was repeatedly transferred between customer service representatives without receiving a satisfactory resolution. I should not be held responsible for a serial number discrepancy between the packaging and the product supplied to me. I purchased the washing machine with the expectation of receiving a new and properly functioning product. Instead, I received a defective product and have been unable to return it or obtain a refund despite repeated follow-ups. This situation has caused me considerable inconvenience, frustration, and mental distress. Amazon and the concerned seller have failed to resolve my complaint within a reasonable time. I consider this matter to involve a defective product and deficiency in service under the Consumer Protection Act, 2019. I respectfully request the Hon'ble Consumer Commission to: 1. Direct the concerned parties to arrange the return and pickup of the defective washing machine without further delay. 2. Order a full refund of the purchase price. 3. Award reasonable compensation for the inconvenience, harassment, and mental distress caused. 4. Reimburse applicable complaint-related expenses and grant any other relief deemed appropriate by the Commission. I am ready to provide the purchase invoice, order details, photographs and videos showing the water leakage, photographs of the serial numbers on the box and machine, and records of my communications with Amazon as supporting evidence. I request the Hon'ble Consumer Commission to consider my complaint and grant appropriate relief in accordance with the Consumer Protection Act, 2019.