Flipkart — Complaint Against Flipkart & Samsung for Deficient Service, Repeated Delivery Delays, and Unfair Practices - Order #OD[protected]

Address: [email protected]

#### Introduction and Background
I, Suhaib Sabir, a resident of Delhi, am lodging this formal complaint against Flipkart Internet Private Limited and Samsung India Electronics Pvt. Ltd. due to persistent negligence, deficient service, and unfair trade practices in the delivery of my ordered Samsung 9 kg washing machine. This issue has caused significant emotional distress, financial inconvenience, and reputational damage, particularly within my family, as the product was intended for my sister’s household. The ordeal began on September 23, 2025, and continues unresolved as of today, October 09, 2025, despite multiple escalations and assurances from Flipkart.

The primary grievance stems from Flipkart’s repeated failure to deliver the product, misleading communications, unauthorized order cancellations, and the unprofessional conduct of their delivery agents. Samsung, as the manufacturer, is also implicated due to its partnership with Flipkart, which has indirectly affected its brand reputation. This complaint is filed under the Consumer Protection Act, 2019, seeking immediate relief and compensation for the hardships endured.

#### Detailed Timeline of the Incident
1. **Initial Order (Order ID: FMPP[protected]) - September 23, 2025**
- I placed an order for the Samsung washing machine on September 23, 2025, which was confirmed with a serviceable pincode. The order (Tracking ID: FMPP[protected]) was shipped on September 26, 2025, via Ekart Logistics and marked "Out for Delivery" on September 27, 2025.
- On the delivery date, the assigned agent refused to deliver the product at my specified address. When I confronted him and threatened to file a complaint, he picked up my calls twice, assuring me he was en route with the order. However, he never arrived. Later that day, the status was updated with an unspecified issue, and a message stated, "We will retry very soon."
- Unexpectedly, on the night of September 29, 2025, the order was automatically cancelled by Flipkart with the reason "delivery pincode is not serviceable." This was shocking, as the pincode was deemed serviceable at the time of order placement, and no prior intimation was provided. This cancellation violated Flipkart’s own policy, which prohibits cancellations once an order is out for delivery without customer consent.

2. **Re-order Attempt (Order ID: FMPP[protected]) - September 29, 2025**
- Frustrated by the cancellation, I re-ordered the same product on September 29, 2025 (Order ID: FMPP[protected]). The order was shipped on October 03, 2025, and marked "Out for Delivery" on October 04, 2025.
- On October 04, 2025, I made over 40 outgoing calls to the delivery agent throughout the day to coordinate delivery. He responded only once at approximately 6:00 PM, instructing me to travel to a location far from my address to collect the package. As I began heading there, he stopped answering subsequent calls. The order status was updated to "Delivery Unsuccessful" at 7:12 PM due to an "unexpected issue, " with another vague promise of a retry.
- On the same day, I escalated the matter to Flipkart via their customer support, generating Incident ID: IN[protected]. I was assured via email that the issue was escalated and would be resolved by October 06, 2025, at 8:06 PM, with delivery expected by the same date.

3. **Further Delays and Broken Promises - October 06-07, 2025**
- On October 06, 2025, I received an email from Flipkart apologizing for the delay and postponing the resolution to October 07, 2025, at 8:00 PM. The delivery was also delayed, with a new expected date of October 09, 2025.
- On October 07, 2025, another email arrived, reiterating the delay due to logistical constraints and setting an "expected delivery" date of October 09, 2025, without any guarantee. This pattern of shifting deadlines demonstrated Flipkart’s lack of commitment.

4. **Current Status - October 09, 2025**
- As of today, October 09, 2025, at 01:35 PM IST, the product has not been delivered despite the promised date. This repeated negligence has left me in a state o[censored]ncertainty and frustration, especially since the washing machine was urgently needed for my sister’s home. The delays have damaged my reputation in front of my family and in-laws, causing significant emotional distress.