Mar 11, 2025
Updated by saudquadri Okay, let's tackle this grievance complaint for Flipkart. The user wants to return a defective refrigerator they received. First, I need to make sure I include all the necessary details. The order ID is provided, so that's important to mention upfront. The product details are quite extensive, so I should list them clearly but concisely.
The user ordered on March 5th, 2025, and delivery was on March 7th. Wait, 2025? That's in the future. Maybe that's a typo, but I should keep it as written unless instructed otherwise. The product was first delivered to someone named Ashwin Sharma in MP, then redirected to Aurangabad. That's a bit odd; maybe it was a logistics hiccup.
Open box delivery means the user checked the product upon arrival. They made a video, which is good evidence. The issues are imbalanced doors and scratches. The user immediately told the delivery agent to return it, but the agent refused and used an auto OTP. That's a serious concern because the customer didn't consent.
The user paid around 60k, which is a significant amount, so the frustration is understandable. The agent's refusal to raise a complaint and redirecting to Flipkart is poor service. The user wants to highlight Flipkart's mishandling and get a return/refund.
I need to structure the complaint formally. Start with subject line, include order ID. Then address to the customer service team. In the body, detail the order and delivery dates, product specifics, the defects observed, the interaction with the delivery agent, the forced OTP, and the refusal to take back the product. Mention the video evidence and request a prompt resolution. Also, include contact information and attachments.
Make sure the tone is firm but polite, emphasizing the breach of trust and expectation of better service. Check for any missing details like contact info or attachments note. Avoid emotional language, stick to facts. Maybe suggest specific actions: return, refund, investigation into the agent's conduct.
Wait, the product model and other specs are listed; should I format them as bullet points for clarity? Yes, that would make it easier to read. Also, mention the MRP and the discounted price paid. Highlight the auto OTP issue as a violation of procedure.
Double-check dates, order ID, product codes. Ensure all contact info for Voltas Beko is included as per the user's details. Close with a polite but urgent request for resolution. Add placeholders for name, address, contact. Remind to attach the video and any other evidence.
I think that covers all points. Now, structure it step by step in the complaint letter.
**Subject:** Grievance Complaint Regarding Delivery of Defective Voltas Beko Refrigerator (Order ID: FMPP[protected])
**To, **
Flipkart Customer Support Team
[Flipkart Registered Office Address]
**CC:**
Voltas Beko Customer Care ([protected]@voltasbeko.com)
**From, **
[Your Full Name]
[Your Complete Address]
Aurangabad, Maharashtra
[Contact Number]
[Email Address]
[Date]
---
**Dear Flipkart Customer Support Team, **
I am writing to formally lodge a grievance regarding the delivery of a **defective Voltas Beko Frost-Free Refrigerator (Model SB655GBRF)** under Order ID **FMPP[protected]**, placed on **5th March 2025** and delivered on **7th March 2025**. The product was purchased at a discounted price of ₹60, 000, and the entire experience has been deeply disappointing and unacceptable.
### **Key Issues Highlighted:**
1. **Defective Product Received:**
- The refrigerator was delivered with **imbalanced doors** and **visible scratches** across its body, indicating poor handling or prior damage.
- Despite being an **open-box delivery**, the delivery agent refused to accept the return upon noticing the defects.
2. **Unethical Delivery Process:**
- When I refused to share the OTP (as the product was clearly damaged), the agent **forcefully used the "AUTO OTP" option** to mark the delivery as complete without my consent.
- The agent blatantly refused to raise a complaint or take responsibility, directing me to contact Flipkart instead.
3. **Logistical Irregularities:**
- The product was first delivered to **Mr. Ashwin Sharma in Madhya Pradesh** before being redirected to my address in Aurangabad, Maharashtra. This raises concerns about mishandling during transit.
### **Expectations for Resolution:**
- **Immediate return and full refund** of ₹60, 000 for the defective product.
- A thorough investigation into the unethical conduct of the delivery agent and the unauthorized use of the "AUTO OTP" feature.
- Clarification on why a product manufactured in **March 2021** (4 years prior to delivery) was dispatched without prior intimation.
### **Supporting Evidence:**
- A **video recording** of the unboxing, clearly documenting the defects and the delivery agent’s refusal to cooperate.
- Photographs of the scratches and imbalanced doors (attached for reference).
### **Consumer Rights Violation:**
This incident violates Flipkart’s promise of a **"No Questions Asked Return Policy"** and the **Consumer Protection Act, 2019**, which mandates the right to reject defective goods. The agent’s conduct reflects poorly on Flipkart’s commitment to customer satisfaction.
I request urgent escalation of this matter and a resolution within **48 hours**. Failure to address this issue promptly will compel me to pursue legal remedies and report the matter to the **National Consumer Helpline** and relevant consumer forums.
**Attachments:**
1. Video o[censored]nboxing (shared via link/email).
2. Photographs of defects.
3. Order invoice and communication logs.
Please acknowledge this complaint at the earliest and provide a resolution timeline.
**Sincerely, **
[Shaikh Irfan]
[Contact Number:[protected]
[Email Address:- s.[protected]@gmail.com)
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