[Resolved] Flipkart — return and refund request is not being processed

Jey_12

from Delhi, Delhi

Website:

www.flipkart.com

I have purchased a wooden laptop table from flipkart by placing prepaid order on july 4th 2017.
Order details:
Product name: wudore solid wood portable laptop table (Finish color - black)
Order id: od[protected]
Order date: july 4th 2017.
Payment: prepaid through credit card.
I received the product on 11th july 2017. The laptop table was not as per the specifications mentioned by the seller in the site. It was not in good condition and looked very weak. I have immediately placed a return request the same day 11th july 2017 and claimed for a refund.

It has been 4 times i have called the customer care and placed the return request again and again, but there is no refund being initiated from their end. As per the return policy, the flipkart would be sending courier services to have a doorstep return pickup if location is serviceable. My location address is serviceable, but still sadly, no one has ever approached for return pickup till now.

I have been continuously calling the customer care to know about the status of the return and why it has being delayed. The same response i get every time from them is: "sorry for the inconvenience, we see that your return request is not processed. We will raise a new return request and it will be completed within next 4 working days".

Its been more than 3 times such requests are placed, but did not have the return completed. I even have inquired if i could send them the product back to them through courier on my own expenses, but they are not even accepting that. And now the product is simply lying at one corner of the house unused and packed.

Because of flipkart, i have been facing mental agony and lost my patience. I am losing my complete trust on flipkart. The flipkart customer service is very bad for return and refund processing. They do not have any consideration for their customers. If not they would have processed this request immediately.
They keep boasting that return and refund no problem. But the real problem with flipkart is return and refund.

I think flipkart does not pay well to their service executives and tie-up courier partners. So how will anyone do their work in that case.

I want the refund of money for this product order immediately, even if flipkart is interested or not in taking the product back.

Was this information helpful?

No (0)

Yes (0)

Aug 7, 2017

Complaint marked as Resolved

I have been contacted by Flipkart Support / Social Media team by phone on August 5th, 2017 (Saturday), who have taken the details of my complaints and promised to call me back within 30 minutes. They took around 15-20 minutes to go through the details and addressed the issue regarding the delay in return. They have taken the return request on priority basis and the pickup and return would be processed within August 7th 2017. Since the details in complaint was very clear and sufficient, the team were able to track and address the issue. The pickup personnel came immediately on the same day and refund was also processed very soon. Not only that, through the process, they were in contact with me and confirmed the return is picked up by the Flipkart courier personnel and till the refund processing got completed. Flipkart Support: +918067982300/400 Called Customer on: August 5th 2017 (Saturday) Pickup of return package: August 5th 2017 (same day) Refund of order into account: August 5th 2017 (same day), confirmed on August 6th 2017. Confirmation of refund by Flipkart Support/Service team: August 7th 2017. This kind of support is much required from Flipkart, what every customer hopes from you. Though the issue got resolved after much delay, but the courteousness of the end team (Flipkart Support / Social Media team) is appreciated. They have patiently listened to my concerns, and taken my feedback and suggestions on Flipkart Customer Service. They have called me back on August 7th 2017, and only after confirming the return and refund status with me, they have closed the complaint from their end. This is what a Customer Support/Service team is supposed to do / must do, but the process for a customer was not easy. I had to file a complaint because this was not done initially even after many interactions with the Customer Support/Service team. But this must not be process of resolving any customer issue. Addressing the customer and solving the issue only after Customer files the complaint, is not a friendly approach. I would like to thank Customer Complaints forum for helping me with this.

Flipkart customer support has been notified about the posted complaint.

Verified Support

Jul 28, 2017

Flipkart Customer Care's response We will revert on customer complaint.

Jul 28, 2017

Updated by Jey_12 I have been calling Flipkart Customer care on 15th July, 19th July, 22nd July and 26th July 2017 for the records.

I have spoken with 6 customer service executives and 2 escalation managers/executives.

When first called on 15th July 2017, I was informed that the return will happen by 19th July 2017.
Again I called on 19th July 2017 to check with the status, a fresh request was taken by Flipkart executive and was informed that the return will happen by 22nd July 2017.
Even after 22nd July, the request was not completed. So I called Flipkart customer service again, spoke to Mr Sandeep and requested for escalation. One Mr Gautam has taken the request on 22nd July 2017 with the complaint ID: IN[protected] and informed me that the request has been taken on priority and will be resolved on or before 26th July 2017.

I called back on 26th July, because as again the return was not processed. In between twice my call was disconnected when I was put on hold.
Then Mr Avinash has spoken to me and was informing me that the backend team had many queries and from his system details he told that I have not answered for that. For God's sake, how will I come to know about the queries of backend team without any communication to me. When asked about why the issue is not resolved, directly I was told to speak with the escalation team.
Then Mr Subham attended me and was taking a fresh request. At that time his system had some issue and was not able to answer my question "What is the issue that the previous requests were not resolved? Is it problem at their end or from my end? Should I send courier with my own expense? If I get to know the issue, may be I can resolve from my end."
No answer from his end. But was informed that within 24 hrs my refund will be processed for Back-to-source (to the same account from which I paid for the order) and a technician would visit my address.
Again when I prompted for the issue, he started pleading me "please mam, I cannot help you now, my system is blank, the whole process has some issue, so all systems are blank".
And that I have to callback Flipkart after 24hrs. Flipkart customer service is working without proper systems and monitors I guess.

Here again it has crossed 24hrs / 1 day and as promised earlier about refund and technician visit, nothing happened and no response from their end too.

So how would any customer react to such customer service. Is it any less than torture for customer for buying a product from Flipkart?

Why do not the Flipkart take Customer service seriously? Do they think customer grievances as joke?

Jul 28, 2017

Updated by Jey_12 For more information Mr Gautam and Mr Subham are from the so-called Escalation team.

Verified Support

Aug 07, 2017

Flipkart Customer Care's response customer complained that product quality is not good. We interacted and apologized for the issue and confirmed that pick up is done and refund also received. Hence closing the case.

Related Flipkart reviews

View all 46546 Flipkart Reviews

Comments

Manvi Yadav

from Noida, Uttar Pradesh

By mistake we ordered 2 memory cards .. so we returned them.. after returning them we didn't get the cash back of one of the two memory cards.. and the mobile number from which we ordered is not working moreover we dont know the id and the password .. so can we have the money back.. the mobile number from which we ordered was [protected]