| Address: 360, 13th A Main Rd, Yelahanka Satellite Town, Yelahanka, Bengaluru, Bangalore District, Karnataka, India - 560064 |
Date (duration) of incident: from 18 October 2020 to 07 November 2020
Ekart Logistics tracking ID: FMPP[protected]
I had ordered a Samsung T7 1 TB External Solid State Drive (Blue)
[https://www.flipkart.com/samsung-t7-1-tb-external-solid-state-drive/p/itmd53333...⇄ in the morning of 18 October 2020. It was supposed to be delivered by 27 October 2020. But it hasn't been delivered till date (07 November 2020).
On tracking in the Ekart Logistics website [https://ekartlogistics.com/track/FMPP[protected]/], it shows that the shipment arrived at Farukhnagar (MotherHub_FRK) in the aftertnoon of 18 October 2020, and is stuck there since then.
I am writing mostly about Flipkart because I have only contacted Flipkart on this matter. I did not find any way to contact anyone at Ekart Logistics. But I have strong reasons to believe that the problem with the delivery originates at Ekart Logistics. The Flipkart customer support executives have also frequently said that there is an issue with the 'delivery partner', and a team is "trying" to contact the 'delivery partner'.
I had raised an issue with Flipkart on 27 October 2020, and received response that it will be resolved by 31 October 2020. But there was no resolution. I again raised an issue on that matter on 31 October 2020, got reply that it will be resolved by 03 November 2020, and yet again, it was not resolved. Another issue was raised and I was informed that it will be resolved by 07 November 2020, again it was not resolved. Today (07 November 2020) another issue has been raised and Flipkart wants me to expect a resolution by 12 November 2020. But due to the above-mentioned experience, I tend to believe that there is a very low chance of any resolution.
I have contacted Flipkart customer care many times during this period (between 31 October 2020 and 07 November 2020) and all of them have said that they will escalate the issue to "higher authority". These customer care executives seem have no idea about why there is such a long, unprecedented delay in the delivery of the product, i.e. the delivery of the product apart, they do not even know the reason of the delay. I had contacted Flipkart customer care thrice before 03 November 2020, and all three of them had assured me that the issue will "definitely" be resolved by 03 November 2020, which "definitely" was proved to be a blatant lie, as proved later. Same for their assurances for 07 November 2020.
There is no way to contact these "higher authority" people, who are supposed to be directly looking into this matter, but are apparently not doing their job.
Yesterday (06 November 2020) evening, I got a call from a Flipkart customer support executive, who said that they had some problem with the delivery partner (which I infer to be Ekart Logistics), which has now been resolved, and that the product will be delivered, at my doorstep, within 7 days, i.e. by 13 November 2020. He also said that if I do not want to wait for 7 days, I can cancel this order and order the same product again, and the new order should not be affected by problems hindering the older one.
First of all, the product is right now out of stock for my location. Second, even if I could have placed a fresh order, it would have taken 7-10 days, normally, to reach my home. So, it would not have helped me anyway, considering that the issue with the present order has been resolved, as claimed by the Flipkart customer support executive. Staying with the present order was (and is) the only viable choice that I had (and have).
Today (07 November 2020) afternoon, when I checked the status of my order, it showed "Issue Unresolved" and when I started a chat with the Flipkart bot, it replied that an issue has been raised, which will be resolved by 12 November 2020. So here it goes again, another 5 days extended. I am surprised how these customer support executives can confidently lie to us every time. I also checked the website of Ekart logistics and it showed the same status that it had for the last 19 days - stuck at Farukhnagar. I confirmed this state o[censored]nresolution from 2 customer care executives of Flipkart.
Desirable resolution:
Ekart Logistics must respond to Flipkart immediately and also resume the process of delivery of my order within a day.
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