Flipkart — Urgent Request for Resolution of Damaged Microwave Delivery Order ID- OD[protected]

I hope this message finds you well. My name is Mr. Y.C. Pandey, and I am a retired Senior Government Officer Delhi. I am writing to you to express my deep concern and frustration regarding a recent experience I had with Flipkart on January 16, 2025, involving the delivery of a Samsung Solo microwave.

Here is a summary of the unfortunate chain of events:

Delivery of the Item: Around 7.05 p.m, two delivery personnel arrived at my residence with the microwave. They inspected the exchanged item for about 10 minutes and then proceeded to open the box and take photos of the new item and informed me that this is my new item. They further informed me that the installation would be handled by a separate team and that any requests for replacement could be made later through Flipkart. However, they did not allow me time to inspect the microwave and said they have checked everything is fine and for any concern I should check with Flipkart customer service.
Handling of the Microwave: I requested the delivery personnel to place the microwave in the kitchen. They put the microwave in a plastic cover and left it in the kitchen. Both delivery boys promptly left my home after collecting the OTP (they insisted on me providing all OTP else the exchange item could not be processed) and took my old microwave. They also asked for additional Rs 100 to process the exchange even though my daughter had paid all charges in advance while placing the order.
Discovery of Damage: They left in hurry and gave me excuse they have lots of pending deliveries to be done and they couldn't wait for me to inspect, however they assured me in case of anything flipkart customer service will help. As soon as they left, I noticed a significant dent on the microwave’s body, which appeared to be the reason for their haste in leaving. This was around 7.10pm
Attempts to Contact Delivery Personnel: I immediately contacted the delivery personnel, but they repeatedly disconnected the call. After further attempts, one of the delivery agents finally answered the phone and stated that they could not return to collect the damaged item as they had already moved on to other deliveries.
Customer Support Interaction: Immediately around 7.15-7.20 pm I contacted Flipkart’s customer care and filed a complaint, which resulted in the generation of a ticket. The next day, another customer care representative spoke with my family and requested additional details about the item. A return/refund request was then initiated. However, on 17th Jan I received a message indicating that the return/refund request had been rejected. When I contacted customer care again, they assured me that the matter would be further investigated. Since then I have raised multiple complaints/return requests with the flipkart team but to no resolution. I am mentally harrassed by this situation.
Urgency of the Situation: As a senior citizen, I rely on the microwave for daily use, and due to this unfortunate situation, I was forced to purchase another microwave from a local store.
The entire experience, particularly the rushed delivery and the failure of the Flipkart support team to address the issue adequately, has been deeply frustrating. I was left with a damaged product and no resolution in sight despite multiple escalations and attempts to resolve the matter.

I kindly request that you look into this matter urgently and ensure that the damaged microwave is collected and a full refund is issued. This situation has caused significant inconvenience and mental harassment, and I am relying on Flipkart to uphold its reputation for quality service.

I have shared all relevant evidence, including images, call logs, and escalations, with the support team, but I have yet to receive the assistance required. I would appreciate your immediate intervention to resolve this issue,