[Resolved]  Flipkart — improper resolution for a issue regarding order cancellation without my information

Address:	Mumbai City, Maharashtra, 400090
Website:	Flipkart

Dear sir,

This is to bring to you notice the issue which i had faced while shopping with flipkart. I have been a regular buyer from flipkart and very much disappointed by the service and feedback received from you cs and backend team on the resolution for a issue faced by me during this diwali sale.

I had placed multiple order since sep-oct 2017 worth around 50k, out of which one of the order for oppo f3 plus phone was cancelled by your courier partner inspite of the issue been raised and i awaiting a response from your backend team on a resolution, on asking for the reason i was been given multiple reasons by your cs as below.

1. The order was cancelled as the products delivery was not accepted by me.
2. There was a mis-communication between the courier person and your cs because of which the order has been cancelled.
3. The order was cancelled as the back panel had minor scratches etc.

The issue raised by me was that as i has opted for a exchange of my asus fully working phone for an exchange value of rs 1950 against the oppo f3 plus phone. As there were minor scratch on the back panel of the phone after usage for 2 years, the delivery person reject to accept the pickup. I had raised a issue for this on 17th and was informed that a back office person will get back to me by 20th for discussing the issue and getting a resolution. However without anyone getting back on 17th and 18th, the order was cancel on 19th by your courier partner. On asking the reason i was been told by your cs that there was a communication gap between your cs and courier partner which resulted into the cancellation, without i been contacted for a resolution. Also i was been told that there was lack in communicating the courier partner that as per the revised policy they should accept phone pick-up with minor scratches.

My phone is still in working condition and i am writing this letter to you from the same phone. Just wanted to ask you that how justifiable is the above think if it happens to you. The phone back panel which cost around rs 100 is given more important than the order value of of a new phone14k. Also the exchange value of the old phone is fixed based on the ware and tear of the old phone usage, else why would you give me a exchange value of rs 1950 for a phone which was bought from your website 2 year back for 11k.

I am very much disappointed by the behavior of your delivery person and also the cs rep miss natasha sidhu (Email attached below). I am therefore approaching your to let me know is this the way you treat your genuine customer and than just say a sentence that "we apologise for the inconvenience caused. Will take your feedback and see to it that such thing does not appear in future".

I hope that you will personally look into this issue and do let me know what is the solution for such treatment given to your customer. I had placed the order for getting the new phone and not getting the order reject for a minor issue and a revised policy updated for pickup which was not communicated to your courier partner resulting in the order cancellation. Is this thing acceptable??? Because of this sloppy behaviour of flipkart customer support. I had lost an opportunity to shop from amazon. Also i had made the payment via credit card and had to pay the full money due to the billing cycle date and got the credit of the refund after the billing cycle date.