Flipkart — Regarding Fraudulent Seller Incident: IN[protected] & IN[protected]

This is regarding Incident# IN[protected] & IN[protected] dated Sat, Jan 30, 2021 at 3:01 which is been not yet resolved till date.

Please refer my emails on above mentioned incident number for more proofs & video's.

Below is the extract of the email complaint
I tried to reach customer care not able to reach out. I tried around 70 to75times since 3-50pm to 6-49 PM even couple of times around 9-00PM,
please find the screenshot to find out how many times I have called no
proper service as well

My daughter bought a Samsung M31S from Flipkart Ordered on 26th Jan 2021 &
was delivered on Jan 30 2021, with Order ID - OD[protected]. To my
surprise the mobile delivered was not in good condition with the company
packed & sealed box. Whenever we buy a new product in a retail shop no one
opens the box and shows it. They will open only after the invoice payment &
then open & if any issue they will give a new piece. Here it is clearly
seen that it is an old piece repacked in old box using electrical
insulation red tape.

Moreover I ordered for 6GB & 128GB & label on the box shows 8GB & 128 Gb.
Anyone can make out it is a used or returned or refurbished piece. Please
refer to the attached pics encircled with red & yellow highlighter & watch
unboxing video.

When I contacted the customer care, executive was rude & not ready to
accept it & they are saying they cant exchange & they will refund & I
should reorder the new mobile as on today's price of Rs 21, 000/- where I
bought it for Rs 17, 500/-

Regarding the same I called your customer care executive & explained, the
only answer I am getting is to return the product & I will get back my
money.What about the offer ? The only reason I ordered is due to the offer.

Even I contacted Samsung customer care regarding the issue & they
registered the complaint & they have taken it seriously & told they will
escalate it at a priority.

When I questioned how can this happen they told the customer who bought
this product might have returned back the product due to some issue & the
seller might have resold the same thing again on Flipkart. This was really
shocking to me.

First thing my question here is after placing the order I immediately
called your customer care & enquired is the product which I ordered with
Order ID - OD[protected] is refurbished or used one, your executive
replied with confident that Flipkart does not sell any refurbished product
this will be a brand new product.

If that is the case look at the video o[censored]nboxing the product any layman
can say it is not company packed or sealed product.

Secondly if I ask the solution for such a fraud case from the seller your
executive does not have any answer other than saying the seller doesn't
accept it asking me to reorder the product as on today's price. If I return
it what about the offer I had availed ?

At any cost I want a brand new product. By mistake if I had accepted the
product & problem would have arised after a month or so will the Flipkart
or seller would have taken responsibility of getting refund or replace?
Definitely no one would have taken this responsibility or entertain for my
issue.

Why don't you have stringent policies against the seller? Why are you
allowing such fraud sellers to cheat customers ? No one orders the product
based on seller, people trust Flipkart & buy product not by trusting seller
& more over you dont have option for customer to contact seller & I dont
even want to contact them it is your sole responsible for everything

This is the second time happening to me. Please refer to the attached email
for a similar issue earlier. I really didn't expect this from Flipkart.

Hope you look into this seriously & take necessary action & do needful.

*Please contact me on [protected]*

Thanks And Regards,
*Sanjana Navalgi*