I purchased a samsung laptop (Model np300v5a-s0cin) from flipkart.com on 7th of february against order number od[protected] for an amount of rs. 39990/-. The laptop was shipped promptly by them using some company named ekart logistics against tracking id dx24795696 and the package was delivered on 9th of february at 7:00 pm and my wife had received the package.
Upon reaching home at 9:45 pm of 9th feb, i felt that the package is fairly light and upon opening the package, i found that there is no laptop inside the package. There was a samsung box inside a flipkart carton, and the samsung box was having the packing materials, a disk and some user manuals, a small brown box and an invoice from flipkart, however, there was no laptop or the charger for the laptop inside that box.
I immediately called flipkart customer support at their customer support number[protected] and lodged a complaint against a reference number[protected]. I was promised a callback within 24 to 48 hours. I kept on chasing it up again and again and on 11th feb, i received a call from some escalation department of flipkart telling me that they are still investigating and need more time to fix this up. They promised a call within next 24 to 48 hours. There on again, i kept on chasing this up with them time and again, but to no avail. They kept on promising of times when they would call, however no body called. Yesterday i was promised of a call by 1 pm, however, again nobody called. I called them back at 1:10 pm and upon a lot on efforts, spoke to shankar from escalation team, who promised me a resolution by 7 pm. Shankar called me at around 5:30 pm and told me that the courier company has confirmed that the laptop was delivered.
I told him that the courier company delivered the package, however to no avail. They did not listen to me at all. This seems like i have been cheated. That too at hands of such a reputed online sales portal. I cant run around to consumer courts and wait years for having this issue resolved, however, the amount in question i.E. Rs. 39990/- is not that trivial that i would be able to leave this and live with a light head here on. I have made purchases from various online stores in past, have received duplicate products, broken/damaged products or lost shipments and these concerns were addressed pretty promptly by the respective companies. However, this incident has left me shattered to an extent that i would never be able to trust an online retail store to place an order.
It seems like, flipkart, like most other systems that we have seen, is good only till the time everything goes as expected, however, should there be a need to redress the issues, there is nothing that they would do to set things right. I went to the extent of writing a message to sandeep bansal (Md of flipkart.com) and received no response from him either.
I understand that this might be a small case that has come forward to this forum, however, means a lot to me as this amount in question is something that i have worked very hard to earn. I would appreciate any assistance that i would receive via this forum.
Aug 13, 2020
Complaint marked as Resolved 
Upon reaching home at 9:45 PM of 9th Feb, I felt that the package is fairly light and upon opening the package, I found that there is no laptop inside the package. There was a Samsung box inside a Flipkart carton, and the Samsung box was having the packing materials, a disk and some user manuals, a small brown box and an invoice from Flipkart, however, there was no Laptop or the Charger for the Laptop inside that box.
I immediately called Flipkart customer support at their customer support number[protected] and lodged a complaint against a reference number[protected]. I was promised a callback within 24 to 48 hours. I kept on chasing it up again and again and on 11th Feb, I received a call from some escalation department of Flipkart telling me that they are still investigating and need more time to fix this up. They promised a call within next 24 to 48 hours. There on again, I kept on chasing this up with them time and again, but to no avail. They kept on promising of times when they would call, however no body called. Yesterday I was promised of a call by 1 PM, however, again nobody called. I called them back at 1:10 PM and upon a lot on efforts, spoke to Shankar from escalation team, who promised me a resolution by 7 PM. Shankar called me at around 5:30 PM and told me that the courier company has confirmed that the laptop was delivered.
I told him that the courier company delivered the package, however to no avail. They did not listen to me at all. This seems like I have been cheated. That too at hands of such a reputed online sales portal. I cant run around to consumer courts and wait years for having this issue resolved, however, the amount in question i.e. Rs. 39990/- is not that trivial that I would be able to leave this and live with a light head here on. I have made purchases from various online stores in past, have received duplicate products, broken/damaged products or lost shipments and these concerns were addressed pretty promptly by the respective companies. However, this incident has left me shattered to an extent that I would never be able to trust an online retail store to place an order.
It seems like, Flipkart, like most other systems that we have seen, is good only till the time everything goes as expected, however, should there be a need to redress the issues, there is nothing that they would do to set things right. I went to the extent of writing a message to Sandeep Bansal (MD of Flipkart.com) and received no response from him either.
I understand that this might be a small case that has come forward to this forum, however, means a lot to me as this amount in question is something that I have worked very hard to earn. I would appreciate any assistance that I would receive via this forum.