[Resolved]  Flipkart — installation of a washing machine not done after repeated requests

Website:

www.flipkart.com

I had purchased a washing machine as a diwali gift for my sister’s family. It was an online purchase from flipkart. The order was placed through https://www.flipkart.com for a samsung 6.5 kg fully automatic top load washing machine silver (Wa65m4100hy/tl) (Along with its stand and one-year extended warranty) on 16/10/2017. I had paid the full amount of the item, rs 17, 574, through my credit card to complete the purchase.in return, flipkart was to deliver the washing machine within 10 days and perform a free installation with a demonstration within the next 5 days. The machine was delivered on 26/10/2017, but we requested a slight delay in the installation as the required electrical fitting was not in place at my sister’s house. Flipkart gave us 03/11/2017 as the new date of installation and promised to contact us on phone before arriving. But no one came on the given date. On complaining about it, flipkart merely extended the installation date to 10/11/2017. My sister took a one-day leave from her job and stayed home to oversee the installation; however, on 10/11/2017, too, no technician came for the installation, nor did we receive any phone call from flipkart or samsung dealers. On contacting flipkart again on phone, i was informed that they had tried to call us on the phone and that the call was not answered. This is untrue. My sister’s family or i have not received any call from flipkart or their local partners on any of the numbers given to them. Following this, i complained again on phone and, in response, flipkart only set a new installation date to 13/11/2017. I requested them to come on a weekend, but no one came and instead they extended the installation date to 16/11/2017. This date passed too and nothing happened again. My family has wasted a lot of time waiting for the installers to arrive and do their job. On writing a new complaint to flipkart on 17/11/2017, i received the following reply from them: “we have escalated your issue to the concerned team. We assure you that we will resolve your problem by 20 nov, 1:00 pm.”
Moreover, the complaint details on flipkart’s mobile app ‘my orders’ shows inaccurate information regarding the issue: they have marked every date i have reached out to them for the explanation as “issue resolved, ” whereas they have only “extended” the installation date. Also, there is no record in the complaint history on their website of the november 16 extension and my flipkart account help page in current issues section; it says “you do not have any recent issues”. Therefore, in my last two correspondences with flipkart, done on (12/11/2017 and 17/11/2017), i explicitly requested a cancellation of the order and a full refund. Flipkart has only responded by promising a new installation deadline.

Flipkart has taken me and my family for a ride with this unfortunate purchase for nearly three weeks now; as of today, the issue remains unresolved. My family’s excitement of making a special diwali gift to my sister has been ruined by flipkart’s shockingly unprofessional response to us. I need to cancel this order and receive a full refund now. For evidence, i am attaching all purchase related photos and documents. I urgently need help from the consumer forum.
Thanks.