Flipkart — Misleading customers with fake exchange offers and not even considering answering the questions asked with customer support.

I wanted to buy a mobile but I waited for Big Billion Days as I can get good mobiles at great price. I purchased a Samsung Galaxy F62 with an exchange option waking up in the middle of the night.

ETA for delivery is given as OCT 5 and it was on time but when the ekart delivery person inspected my mobile he right away rejected the mobile saying my mobile has scratches on screen.

But According to flipkarts exchange rules,
Issues leading to rejection in exchange are,
Phone does not switch on.
Brand/Model is different from what is mentioned.
Screen lock or iCloud lock are not disabled.
IMEI does not match.

Issues reading to reduction in exchange value are,
Phone screen issues like crack, discoloration, screen coming out or touch not working.
Phone body issues like deshaped phone, bent phone, dents, cracks & parts missing.

My mobile doesn't have any of the issues leading to rejection as per the flipkart rules and hence I showed him the exchange rules mentioned in the flipkart site. As my mobile has cracks I told him I am ok with reduction in exchange value but he is not even listening to my reasoning and rejected the mobile saying It doesnt comply with rules provided to me by ekart .

I had two questions here,
If delivery boys follow rules provided by ekart what's the point of exchange rules provided in flipkart website? Moreover, I bought the mobile from flipkart not from ekart.
Is flipkart aware of this or is flipkart part of this cheating?

I was not getting answers for these questions from the delivery guy or even from his manager.
Hence I asked him to keep this order in hold. I will talk to flipkart customer care and then decide on whether to buy it paying full price or cancel it.

I called the flipkart customer care right away and explained to them my issue and asked the questions mentioned above. They were not able to answer me, instead they kept on repeating I have created an issue for the same and passed it to the concerned team theyll contact you within 24 hrs and resolve your issue.

2 days passed and I didn't get any response from them hence I called the customer care again and explained everything to them from the beginning and asked them the same questions but didnt get any answers.

On 11th Oct I got a notification from flipkart saying my order is cancelled and youll get the refund by 18th Oct 2021. None of the so-called concerned department from flipkart called me and answered my questions, they just cancelled my order and closed the issue.

I am furious and feel cheated by flipkart for not following their own exchange rules and for not even considering answering my questions. Thanks for ruining my plans. I learned the lesson to never trust flipkart.