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Dear Flipkart Customer Support Team,
I am writing to express my deep frustration and disappointment regarding the damaged TV I ordered and the ongoing issues with my return requests. The service I have experienced so far has been unacceptable, with repeated misguidance and delays from Flipkart representatives. Below is a detailed account of the situation:
Order Details: I ordered a TV on October 4th, which was delivered on October 10th as an open-box delivery. Upon inspection, the product was damaged, so I immediately requested a replacement.
Replacement Issue: On October 12th, I received a replacement TV without an open-box delivery (with OTPverification), and it turned out to be the same damaged product. I promptly requested a return, but it was rejected.
Repeated Rejections: I submitted another return request with photos of the damaged product, which was also rejected. I then contacted customer support, who guided me on how to upload the images. I uploaded multiple images on call, and the Flipkart app indicated a return approval date of October 18th, pick up date 22nd October and refund date 26th October.
Continued Delays and Misguidance:
1. In the evening of 18th Oct I called customer support regarding the delay in approval, and I was assured the issue would be resolved within 24 hours. However, as of October 19th, my return had still not been approved.
2. Multiple attempts to reach customer support resulted in disconnected calls or misguidance. After several calls, I spoke to Ms. Nayda, who could not provide a satisfactory resolution, advised me to wait another 24 hours, but no action was taken.
3. On October 20th, I contacted customer support again, and Mr. Shobhit raised a technician visit request to verify the damage, even though I had already uploaded photos of the damaged product. He informed me to wait until October 23rd for the visit, while my original return request had a pickup date of October 22nd.
Return Request Cancellation and Further Issues:
1. On October 21st, I received a call from the Flipkart escalation desk, and Ms. Pratibha informed me that my return request was being rejected due to the lack of a technician visit. Without my consent, she canceled my return request (initiated on October 16th with a resolution date of October 22nd) and raised a new request, instructing me to wait for 24 hours.
2. Later, Ms. Ayesha informed me that my return would not be approved since the original return policy had passed on October 19th. I then spoke with Mr. Mayank, a senior representative, who advised me to wait until October 28th for further updates, conflicting with Ms. Pratibha's previous instructions.
The lack of consistency, frequent misguidance, and numerous delays have caused significant frustration. I have been struggling to resolve this issue for weeks, and despite following all the instructions provided by Flipkart representatives, my return has not been approved.
I kindly request that this issue be taken on a priority basis and that a prompt resolution be provided. I'm uploading all related photos and videos of the damaged product, Please ensure that the damaged TV is picked up and refunded as soon as possible. You can reach me at [protected] for further discussion.
Thank you for your immediate attention to this matter.
Sincerely,
Prem Yadav
[protected]
Order ID: OD[protected]
Product Name: Thomson Phoenix 80 cm (32 inch) QLED HD Ready Smart Android TV
TV Model: Q32H1111
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