Prepaid MacBook Air order delayed repeatedly, never shipped, no help from customer support
I placed a prepaid order for a 2026 MacBook Air laptop on 8 May 2026 through Amazon India. The original delivery date was 14 May 2026. However, the order was delayed and the delivery date was later extended to 20 May 2026. During this period, Amazon continuously showed the order status as “Shipped” in the app and repeatedly asked me to wait. On multiple occasions between 15 May and 20 May, Amazon customer support and the Social Media Escalation Team assured me that the product was in transit and would be delivered soon. I was also informed through email that if the laptop was not delivered by 20 May, a replacement would be provided. However, when I directly contacted Delhivery, the courier partner whose tracking number was provided by Amazon, they clearly confirmed that they had never received the shipment from the seller/merchant. This means the product was never actually shipped despite Amazon displaying false shipment updates and repeatedly asking me to wait. After keeping me waiting for nearly two weeks and giving misleading information, Amazon is now refusing delivery and forcing a refund instead. I have clearly informed them multiple times that I do not want a refund because: 1. I purchased the laptop at a lower price, and the price has since increased. 2. I urgently needed the laptop for my studies and upcoming examinations. 3. I waited based on repeated assurances from Amazon that the order would be delivered or replaced. This entire experience has caused me severe inconvenience, unnecessary stress, mental harassment, loss of valuable preparation time for my exams, and complete uncertainty despite full advance payment being made on 8 May 2026. Under the Consumer Protection Act, 2019, consumers have the right to accurate information, fair trade practices, and protection against misleading representations. Showing an order as “Shipped” when it was never handed over to the courier amounts to unfair trade practice and deficiency in service. I request the following resolution: 1. Immediate delivery/replacement of the ordered MacBook Air at the original purchase price on priority basis. 2. A proper explanation regarding why the order status falsely showed “Shipped” when the courier never received the package. 3. Accountability for the unnecessary delay, misinformation, and mental harassment caused. 4. Appropriate compensation for the inconvenience and deficiency in service. I do not consent to cancellation or refund as the issue occurred entirely due to the seller/platform’s failure to fulfill the confirmed prepaid order.