I had ordered an iPhone SE 128 GB (Red) which was to be delivered on 4 June 2022. At the time of delivery the delivery executive asked if I want the package to be opened (an option Flipkart provides) to which I said yes. As soon as he opened the brown box I noticed that the iPhone packaging seems to be repacked and further inside the phone box, there were white marks on the front and back of the phone. There was also a scratch on the top left side of the screen bezel and adhesive/glue dangling out from the right side of the screen bezel indicating that the phone has been tampered with. I immediately refused to take delivery. But the delivery executive kept on arguing that in any case I have to provide the OTP and take the delivery and if I have to return the product that needs to be done later via Flipkart. I asked him to put me on phone with someone from Flipkart but he said that's not possible. I also tried contacting Flipkart customer care and the seller (via the option in the app) but there was no response at that time. I also tried using the chat option. After arguing for about 10-15 minutes and seeing that he won't leave without the OTP I gave up and provided him with the OTP hesitantly, as the app also mentioned under the orders section that the return window is available till 5 June 2022 (next day.)
The whole interaction was recorded on CCTV.
Within 10 minutes of taking delivery I called Flipkart customer care and informed of my issue. The first representative (Sachin) understood the problem but said he's not able to file a complaint as on their end in the system the product is not marked delivered yet so I need to call again in a couple of hours. So I called again 2 hours later and the next representative ( Anjali) said she has taken the complaint but due to some technical glitch the complaint has not completely gone through but I need not worry as it has been notified to their team. Later that night I received email confirmation of the delivery and called the customer care again, the representative (Payal) then informed me that the complaint is now registered and I should hear from their team on or before 7th of June to facilitate further.
On 5th of June I got a call but missed as I was driving, and there wasn't the option to call back on that number. Within 10 minutes I called the customer care and I was told they'll make another call. (I also received an e-mail for that late that night, I responded to that as well but there was no response at all). The next day (6 June) I got the call again from a representative (Laxmi) and a few seconds into the conversation the call was ended on their end. Again, I had to call the customer care and the representative asked me to wait again for the next call. After having to wait another day, on 7th of June I get another call from the Flipkart team. The representative informed me that now someone from apple recovery team will contact me and investigate further. I asked why is not Flipkart holding any responsibility into this and I received unsatisfactory response and she just asked me to give feedback on the email and ended the call. It has been 4 days and after contacting the customer care back and forth for about a dozen times there hasn't been any resolution and neither have I been contacted by anyone else. I am sitting here with a damaged product and not able to get it replaced or get a refund for it. In the return policy on the product page it shows in case of damage/missing items the seller is responsible for replacement but the responsibility is being passed on and on. It has been very frustrating and heartbreaking because it is not a small amount of money that I can let go. I request you to kindly look into the issue at the earliest and provide me with a quick resolution.
(The CCTV footage and video of the scratch and glue is too large to be attached here, I can share that later if needed).
Flipkart customer support has been notified about the posted complaint.
Jun 08, 2022
Updated by Jpss As said by the last representative I contacted Apple support. They looked into it and provided me with a case ID and said that Flipkart/Seller is liable to replace the product with a "crystal clear" one. I contacted Flipkart customer support again and I was informed that the return window is closed and if I have any "performance issues" with the phone I should contact the service centre. Before I could say anything she hung up. I called back again and explained the whole thing to the next representative, who then changed the statement and said I have a 7 day return policy (which ends on 11th of June) and she took my complaint again and said someone from Flipkart will contact me to resolve the issue (conveniently by 11th of June as well). I guess they'll put me through the same process again till the return period is over. This has been a terrible experience. I am just asking for a replacement/refund of a product that was delivered damaged. Flipkart is not budging at all.
Jun 11, 2022
Updated by Jpss After trying multiple times I received a call from a higher representative of Flipkart, as per the conversation he said I'll receive another call within 24-48 hours for validation (that was 2 days ago). It has been well past that and there's hasn't been any effort from their end to contact me. I contacted the customer care again to ask for the status but they were not able to figure it out and instead started taking the complaint all over again. I am very much in trouble here as I am the the one who has to try over and over again to get an update on the issue and every other day they mark the issue as closed on the app. Again when I try to contact the customer service someone calls me to assure that they're on it. Still stuck in this loop after almost 7 days.
Jun 17, 2022
Updated by Jpss After struggling for about a week I finally got a call from the Flipkart escalation team. They informed me that a replacement has been approved and provided a replacement ID for tracking. It was supposed to arrive on 15th of June. I was made to wait 3 days as it showed out for delivery and the delivery executive I called said he'll arrive in a few hours but didn't make it till the end of the day. The second day one did arrive and said he'll verify the device that day and the replacement will be given the following day. After 5 minutes of trying he wasn't able to do his job and called his superior and the person who was the actual tech guy, who said he'll come in person the next day with the replacement and hand it over at the same time he verifies the device. On the third day I was again made to wait all day, even someone from the grievance team called to assure me I'll have it by the end of the day but no one showed up. Around 3 AM the next morning I received a notification that the return has been cancelled. That was shocking as the reason listed was I wasn't available. I haven't been able to leave my house for any work because of this and that's the result? It has been very frustrating. I believe I need to follow this with a legal action now as Flipkart hasn't been able to fulfill it. Very harrassing policies they have been employing.
Jun 17, 2022
Updated by Jpss The complaint has not been resolved till date. I don't understand why is it marked resolved here without my consent.
