| Address: Ghaziabad, Uttar Pradesh, 201014 |
I had order a mobile phone under the exchange offers during the 2019 big billion days. However, my old phone did not qualify the conditions for exchange according to the flipkart. When i asked for the specific reason, flipkart didn't have any explainable reason. Below are the series of incidents happened during this order:
1. Wishmaster very causally cancelled to take the old mobile phone on 3rd october, 2019 without taking a single photo of the old phone.
2. Based on the inappropriate reasons from the wishmaster, i reached out to flipkart service through phone 3rd october, 2019. They advised me to wait for 2 days as they have logged the complaint and team will resolve your issue.
3. Very next day, received another message that the resolution will take some more time (I. E. 8th october, 2019) and i called up the flipkart service again on 4th october, 2019 to let them know the order is for my mother and i won't be available after 7th october, 2019. Flipkart cr suggested that it will be resolved in 24 hours.
4. I received an email from flipkart team on 5th october, 2019 requesting for the images of the old phone. I provided the images on 5th october itself which were asked on the email.
5. On 6th october, i received an email that my old phone is disqualified and does not match with the checks required for the exchange. I wrote an email to the flipkart team asking about the image or the part of the phone which is damaged.
6. On 6th october itself, i called flipkart team asking about the specific reason. However, the cr was unable to understand hindi/english. He transferred the call to his senior and the senior confirmed that the images look valid and it shouldn't be dis-qualified. He logged a complaint to check the phone physically by the team.
7. On 7th october, i received a message from fipkart stating that the refund has been initiated which was never asked from my end.
Below are the things which was really bad:
1. Wishmaster cancelled to take my old phone without taking any picture of my phone. The reason should be explainable.
2. Customer representative can just log ticket. Apart from this, they don't have any authority - not even to check the reason for which the phone is disqualified.
3. Even after providing images of the phone. The phone was disqualified and again, without providing any proper reason. After going through the images no one can say that the phone can be dis-qualified which was accepted by one of the flipkart customer representative.
4. Even after registering the complaint on 6th october, the refund was initiated without providing any reason.
If the phone is dis-qualified for a specific explainable reason, i would be satisfied. However, this was not the case. I am in a distress because i really loved shopping from flipkart and was promoting it over the years but this experience was horrifying for me.
So i can conclude that it's my worst experience with flipkart and have a fear of order anything in future from flipkart (Even though i am a flipkart plus member). Not sure apart from saying sorry what flipkart can do.
Nov 8, 2019
Complaint marked as Resolved Flipkart customer support has been notified about the posted complaint.
Verified Support
Oct 08, 2019
Flipkart Customer Care's response Hi, We’re writing to you about your recent order OD[protected] for 'Redmi Note 7 Pro (Neptune Blue, 64 GB)' under an exchange offer. We understand that the Wishmaster was unable to complete the pick up of the exchange product. We're sorry to let you know that your exchange product has been canceled as the exchange product did not meet the exchange related guidelines listed on the product page. Not to worry, you can place a new order using the exchange offer with another exchange product. Alternatively, you can also buy the product without availing the exchange offer. However, the seller has completed the refund on 07 Oct 19 and it will be reflecting on your credit card by 15 Oct 19. Your kind understanding is appreciated.
