[Resolved]  Flipkart — Delivery package damaged and 1 of 3 is tampered with and 2 of 3 is missing

I ordered 3 units of Pixel 4a for my family as gifts as I had already ordered one previously from flipkart. Although riddled with annoying little issues, it was an okay phone. Enough to be used by my parents and elders who I'm going to gift to. This was one of the few phones with small screen size that fits my budget. The first phone had few issues that I didn't expect and it already passed the return deadline. So, I claimed my warranty and guarantee to fix my phone. As of now, the process is still ongoing. I'm a Plus customer too. Why I mentioned this because you'll know soon.

ORDER ID: OD[protected]

SORRY for the long ranting. But I had to get it out of my heart.

Now to my problem, I once again ordered 3 phones since there was a sale for it to be around ₹25, 999. One for me for development and work-related purposes and the other two for my parents. Along with this order I also ordered a Mi Power Bank 30, 000mAH and a Google Pixel Buds in discount for the first phone I ordered. I was uncomfortable to order 3 phones in single order since this is such a huge value (Bill: 73, 496) but there were some offers that I like (Pixel Buds @ 50%off and Google Nest Mini @ ₹1) meaning for 3 items I get those offers 3 times. I also did clarify this with the rep, they told me it was for each phone order per account per card, not per account per card. So, I thought why not get the whole google family package. Then I ordered using my ICICI credit card with a huge discount of ₹7, 000. I then went to bed.

The packages arrived the next day. As usual the guy was a regular around this area. My neighbours also get packages from them. I too got some items from him like my Xbox Series X and I implicitly trusted him without actually checking the packages for damages. I also got the three packages together and unfortunately; I didn't notice the weight difference. I never bought these products before. This was the first time I bought a phone online and I was so excited about it.

Then came the disappointment. I placed the package and went to finish my work I was doing. Then after a few minutes I came back and opened the packages. The long package was light in weight. The other one was very heavy as it contained the power bank and the other one was pixel buds, light indeed. But the Power Bank and the phones packages were tampered with. Power bank was safe Fortunately! But I begin to doubt so I readied my camera and I opened the phones package. To shock in horror, I only found 1 phone (in which the product box was already opened and the phone inside it was already on) and the other two were missing and their places were filled with packaging material. I was devastated. I was angry, felt cheated and begin to cry in anger within myself. I have attached the images for reference.

I was confused, I didn't know what I did wrong or what went wrong. As people who have been in the same situation would've asked "WHY ME", I began to ask myself the same. I just sat there feeling empty, dejected, betrayed. I mean It was my own fault that I didn't check the package beforehand but come on, I didn't have this kind of issue before. All I got most was, a different product than I ordered and damaged ones. But never there were products went missing.

After a few minutes, I opened the app and raised a call-back request, around an hour later, they called me and asked what was the problem with the order and I told them everything. I was panicking about my hard-earned money and afraid that if my family knows about this, I'll be a dead man for sure. I begged the reps to check and solve this as soon as possible. They told me that this issue will be resolved by 4-October-2021. Then after a few minutes before the call end, they changed the date to 13th October. I asked why, they said that they'll need more time. So, I hesitantly accepted. Since, why they would first say 4th and then jump far to 13th. That's more than a week.

Anyway, I also told them the phone I got was also tampered with. They told to check the contents and the phone and place a return request if anything was damaged and defective. It was defective (video calls not working, sim registration failed, heavy noisy vibration and ringing when the volume was louder, etc...). I placed the return request along with the power bank (this was fine but fast charging doesn't work and there were heating issues too). So, basically at this point, I returned everything in that order (whole order was ₹73, 496).

On 4th, the return and refund were accepted for the phone and power bank which I do have. But not for the missing items. I was confused. Then I contacted them to give me an update. Then investigation team called and asked me to send my ID proof and pictures of the received packages for "authenticating" and "verifying" my flipkark account. So, I had provided them all the necessary details two days before. Then, after a few hours they sent me a mail stating that investigation concluded that the package was delivered to you intact. NOOO, HELL NOOO, WTF???

I was angry and devastated once again, my head began to spin. My whole world and a little of hope I had come crushing down to pieces. Remember I mentioned I was Plus customer, yeah, they said priority customer support. Yet they tried to drag me on. WHY?? What did I ever do to them?

The first one I bought, I didn't check thoroughly and it was my mistake and I accepted the consequences. Now, the products were missing from my package on delivery. My mistake here is I trusted the Flipkart's eKart delivery. I should've checked. Still, this is no way to treat their customer who's been nothing but calm and patient them. Because I understand, even if it's not the seller's fault (doubt it, since they are the seller here, their subsidiary "OmniTechRetail") or courier's fault (doubt it too! since, after my complaint I've asked my friends, they too had similar stories there)

One of my friends ordered a washing machine, never delivered but marked it such. Another ordered iPhone 12 Pro 512GB but got iPhone SE (they never owned an iPhone before). Another ordered a laptop and got empty box (delivery guy just left it in his office. He phoned him for the OTP before. He wasn't in his office at that time. He grilled him to tell the OTP or get the order cancelled.)

So, please help me to get my money (₹73, 496) back. Please, I beg everyone who sees this. I really think e-commerce is convenient but until they figure out how to avoid these issues, I'll be reluctant to buy expensive items from online the future. In this case, Amazon is a lot better. One difference is that Amazon cares even after the product is delivered. They go out their way to help you. Flipkart used to be like that in my college days but they have changed so much for the worse. I used to be able to contact seller but now I can't. Low rated reviews are not accepted most of the time. They only accept low rated reviews only if it doesn't affect their image.