Flipkart — Non-delivery of product since 27 October 2020 (for over 10 days)

Pka88765

Address:	Vaishnavi Summit, Ground Floor, 7th Main, 80 Feet Road, 3rd Block, Koramangala Industrial Layout, Bangalore, Bangalore District, Karnataka, India - 560034
Website:	www.flipkart.com

Date (duration) of incident: from 18 October 2020 to 6 November 2020
Flipkart Order ID: OD[protected]
Ekart Logistics tracking ID: FMPP[protected]

I had ordered a Samsung T7 1 TB External Solid State Drive (Blue) [https://www.flipkart.com/samsung-t7-1-tb-external-solid-state-drive/p/itmd533336b46fa3] in the morning of 18 October 2020. It was supposed to be delivered by 27 October 2020. But it hasn't been delivered till date (6 November 2020).

On tracking in the Ekart Logistics website [https://ekartlogistics.com/track/FMPP[protected]/], it shows that the shipment arrived at Farukhnagar in the aftertnoon of 18 October 2020, and is stuck there since then.

I had raised an issue with Flipkart on 27 October 2020, and received response that it will be resolved by 31 October 2020. But there was no resolution. I again raised an issue on that matter on 31 October 2020, got reply that it will be resolved by 3 November 2020, and yet again, it was not resolved. Another issue was raised and I have been informed that it will be resolved by 7 November 2020. But due to the above-mentioned experience, I tend to believe that there is a very low chance of any resolution.

I have contacted Flipkart customer care many times during this period (between 31 October 2020 and 6 November 2020) and all of them have said that they will escalate the issue to "higher authority". These customer care executives seem have no idea about why there is such a long, unprecedented delay in the delivery of the product, i.e. the delivery of the product apart, they do not even know the reason of the delay. I had contacted Flipkart customer care thrice before 3 November 2020, and all three of them had assured me that the issue will "definitely" be resolved by 3 November 2020, which "definitely" was proved to be a blatant lie, as proved later.
There is no way to contact these "higher authority" people, who are supposed to be directly looking into this matter, but are apparently not doing their job.

Desirable resolution:

1. The "higher authority" at Flipkart must look into the matter urgently, and the product should be delivered as soon as possible.

2. If there is any problem with the shipment, a new shipment must be initiated with a new piece of the same product. If this happens, the delivery should preferably by mediated by a different courier partner, i.e. other than Ekart Logistics (maybe Delhivery). The old, problematic shipment could be dealt upon by Flipkart by itself, without any trouble to or interference from me.

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Flipkart customer support has been notified about the posted complaint.

Nov 07, 2020

Updated by Pka88765 Yesterday (06 November 2020) evening, I got a call from a Flipkart customer support executive, who said that they had some problem with the delivery partner (which I infer to be Ekart Logistics), which has now been resolved, and that the product will be delivered, at my doorstep, within 7 days, i.e. by 13 November 2020. He also said that if I do not want to wait for 7 days, I can cancel this order and order the same product again, and the new order should not be affected by problems hindering the older one.

First of all, the product is right now out of stock for my location. Second, even if I could have placed a fresh order, it would have taken 7-10 days, normally, to reach my home. So, it would not have helped me anyway, considering that the issue with the present order has been resolved, as claimed by the Flipkart customer support executive. Staying with the present order was (and is) the only viable choice that I had (and have).

Today (07 November 2020) afternoon, when I checked the status of my order, it showed "Issue Unresolved" and when I started a chat with the Flipkart bot, it replied that an issue has been raised, which will be resolved by 12 November 2020. So here it goes again, another 5 days extended. I am surprised how these customer support executives can blatantly lie to us every time. I also checked the website of Ekart logistics and it showed the same status that it had for the last 19 days - stuck at Farukhnagar.

Now, regarding ordering anew, it is not me who should be cancelling this order and ordering again. That is the duty of Flipkart, to cancel the old shipment and send a new shipment for delivery.

Nov 09, 2020

Updated by Pka88765 I have received no update on this from Flipkart even till now (09 November 2020, 12:00 noon).

Under these circumstances, if Flipkart isn't able to proceed with moving ahead with the shipment, or does not agree to start a new shipment for me by itself, I have one solution, that Flipkart has to execute:

Flipkart can refund the entire amount that I had paid for the product, and can convert it into "pay on delivery" order. If this happens I can wait for the product, and then pay the same amount when it gets delivered.