[Resolved]  Flipkart — product returned due to flipkart negligence and delivery agent's unprofessionalism!

Address:

Bangalore, Karnataka

Hello,

This is a complaint against 2 products -
1) redmi note 4 64 gb (Gold) and
2) dreamcreation back cover which i had ordered on prepayment on 22nd december, 2017 on flipkart.
Let me start with the first product: 1) redmi note 4 64 gb which was expected to be delivered on 30th, december to jagiroad, assam. My sister received a message from flipkart on 30th dec, saying - product out for delivery with the phone number of the agent (Ph. [protected]). She waited the whole day but the item was not delivered. On 31st, december when she called the agent, he told her that he was unwell so will deliver it the next day. Again on 1st jan when she called him he postponed it yet once again to next day, i. E to 2nd of jan as 1st jan was a holiday according to him. On 2nd jan when she called him he told he could not deliver it because he is still unwell and not sure about the whereabout of the item due to change in office location. As it was supposed to be a gift for new year to my sister, i was expecting it too. So, i called the agent and he gave me lame excuse saying that as the product was purchased on cod and as no person was available at the address on 30th december, the delivery attempt failed whereas, she was available and they did not contact her a single time and my sister was the one who was following up for the status everyday. It was a prepaid purchase on emi. The online status said “delivery attempt failed - no respone from customer” (30 dec). So i escalated the matter to flipkart on 2nd, jan. And asked them to follow this up [incident: in[protected]]. They asked me to wait till 6th january. But, today we receive a message saying product returned and when i called flipkart again they give me a reason that as the product was undelivered for more than 3 days, it got returned. I also received a mail which says – “we and our courier partner have made multiple attempts to contact you. We request you to place a new order on our website and request you to check the address and/or phone number to ensure that it is accurate.”
Now, first, we did not receive a single call from flipkart or the logistics - duliajanhub_dln_myzipkart on 30th dec. No calls came to me too saying that the customer is unavailable at the address. No attempt was done via mail or anything. It is us who made multiple calls to follow up. And secondly, when they assured me to solve the issue by 6th jan, how come they cancel the delivery saying as it was lying there for more than 3 days undelivered it got cancelled. Before ordering we have an option to check the address to see if the item could be shipped to that address or not. When it showed it could and when the delivery agent knows the address very well, this issue happened.

Now, about the second product - the back cover was supposed to be delivered to the same address on 2nd, january. The status that showed was out for delivery at 3.04 pm (2nd, jan). But as it got delayed and i escalated it to flipkart [incident: in[protected]], i was asked to wait till 7pm or else it would get delivered by 6th january. Now, when i check the status online, it shows “delivery attempt failed - no respone from customer” (2nd, jan). And again the item is delivered on 3rd, jan.

It is a shame that a brand like flipkart has been incapable of giving the service properly to small towns and the customers had to suffer for the inconvenience. I have never seen a delivery agent’s unprofessionalism. They put all the blame on the customer for their unprofessionalism. How can they simply say that the customer did not respond? How can they say that they made multiple attempts to contact? The wait, the sentiments are attached to the products which i think it doesnot bother. The refund for the phone has been initiated but it is about the sentiments. Flipkart’s statements are itself contradictory. They are simply losing out of customers with this attitude.

Thanks,
Anamika sinha,
Bengaluru.