Order ID - OD[protected] Pepperfry mintwood 2 seater sofa.
Sofa was delivered on 13th Feb 2024 and 10 days return policy was attached.
I wanted to immediately return the sofa as I found that color and size was mismatching from image and product specifications description on the website.
I tried to create a return request in app but after uploading product images it threw error that your request can not be processed, pls try again. I called up customer care and got support request raised. First resolution deadline was 16th Feb but I did not get any call from back end team. On 17th morning, I also saw status of ticket was resolved in app without any communication. Then I asked for support by calling customer care everyday. It was same story, I was asked what was the reason of return and my exact problem, then customer care like postman raised a ticket for their back end team, asked me upload images in the ticket and gave me newer deadlines with 72 hrs TAT. This happened 6 times until 19th Feb 10 pm. I received a call on 17th evening that there is a technical glitch which will be resolved by 18th and then, I ll be able to initiate return. Nothing changed. On 18th, I got frustrated and said I need immediate resolution. A guy called 'Aman Srivastava' took my bank details and said I ll get the refund if they are unable to solve it in 2 days (ref ticket IN[protected].
On 19th Feb, I again followed up as I saw all tickets were resolved. Also IN[protected] was surprisingly closed, when I asked, I got to know that it's closed due to tech glitch.
On 19th 11:45 pm i tried playing around more with return possibility in app and this time it threw new tech glitch 'comments mismatch with product return reason' while I was using exact same comments.
So, in all current situation is the return validity is 23rd Feb and all my efforts of getting help are in vain because customer care can't do anything except creating a request, which are getting auto resolved without any communication to me. I'm afraid that my return request may not be accepted later even though it's your fault that I am 'technically' not able to return the sofa.
If they can't solve tech glitch, they should find other way to help me get refund.
Also, Flipkart customer service model is horrible. Customer service team acts only as postman for back end office and does nothing for resolving actual problem. Customer is expected to be available whenever back end team calls and not when it's convenient for customer. There is also no other medium to reach out. Also multiple tickets get created for the same issue and then, people keep calling making customer totally confused. It's simply a waste of someone's time and efforts. You need to reconsider it. You should check all call and chat records between 13th Feb to 19th Feb 2024 for justifying this. I need compensation not just for my sofa but having to deal with all unnecessary hassle and mental harrasment.
Flipkart customer support has been notified about the posted complaint.
