Name of Complainant	Rupinder Singh
Date of Complaint	September 12, 2022
Name(s) of companies complained against	Flipkart
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
Share your complaint on social media for wider reach

** Text of my Email to FlipKart support which is not being acted upon **

I write the following with a very stressed mind and heavy heart, so please take out time and read it emphatically to understand my situation to be able to resolve it:

I placed the FlipKart grocery order (Order # OD225930454916727000 ) on 6th Sep 22. I usually expect your orders to be delivered within 24-48 hours. But this time it showed that it shall be delivered on 5th day i.e. 10th Sep 22. I had no choice but to wait.

Towards yesterday afternoon your delivery person Mr. Abdul attempted to deliver the order. But the contents of the order did not belong to me but somebody else rather. It was clear that the your packer goofed up while labelling the Name/Address sticker. I asked the delivery person to take it back and bring me my correct order. Delivery person kept trying to convince me that I can keep it and lodge a complaint through FlipKart customer care, which I declined. I insisted on him speaking to his superior which he reluctantly did seeing how upset I was. His superior instructed him to do the same what I was telling him to do i.e. take back this order. Eventually he packed it back and went away after telling me to lodge the complaint on FlipKart customer care as well.

Soon after I contacted FlipKart customer care through automated callback option which is there in chatbot. The rep on phone listened to my issue and asked me to hold on for 2 minutes while he checked at the backend. I was put on continuous hold for more than 25 minutes. In between he used to put me off hold. Hold music used to stop and I could hear some background household like noise. I kept asking for him to answer or callback, but only thing I could hear was his silence. After about 27 minutes of hold/mute/ no response I was hung upon, and there was no callback received either. I could not try and go through this rigmarole again, as I had to visit my doctor and I was already late for the appointment due to the long wait with FlipKart rep.

I then quickly tagged FlipKart & FlipKartSupport, tweeted them reg my issue, asked about the last rep’s name who hung up on me on private chat, and then left for the doctor visit. That was around 12:16 PM IST. I came back at 7:30 PM IST and to my shock I did not see any response (tweet/call/message/email). I then called up Toll free no 1800-208-9898 and got a call back from Mr. Laxman around 8:40 PM IST. Explained him the entire story till then. He said that the last update in his system is of before 10 AM and says ‘out for delivery’ and asked me to wait for the status update. Told him that it is unacceptable and he should do something proactively. Then he reluctantly agreed to put me through to the supervisor.

I was then connected to a female named Priyanka, who identified herself as senior customer support rep (instead of supervisor, as told by Laxman). I had to recount the entire issue/story to her. She raised an escalation # IN22091021090036257721 and said that order should be delivered by tomorrow and complaint should be address on or before 13th Sep max. I told her to add my concern about being compensated for over 2 hours spent on this failure by FlipKart. And if the issue does not get resolved by tomorrow then I may have to write to corporate office. She did not give any direct number to reach out to her though.

Next day i.e. today (11th Sep 22) I waited till 2 PM for my order to arrive but there was no delivery done. Although there was a missed call from +914068988600 in the morning at 9:40 AM which I could not attend as I was asleep. I tried calling back on that number but it would not connect, and I was not provided with any other number to return the call. I then tried tracking my order on your website and it said ‘expected delivery on 10th Sep 22. It is surprising how your info on the portal is not updated and shows a delivery date which is already past.

Anyways, I tracked it further and the chatbot gave me the delivery person’s number to contact. I contacted on that number and the receiver delivery boy happened to be the same person, Mr. Abdul, who attempted to deliver the wrong order. I enquired with him about my order. He said that he does not have my order and I should contact FlipKart support rather. He also sounded upset that FlipKart support had provided his mobile number to customer.

I then contacted your support through the automated callback and spoke to customer rep Mr. Arpit, who said I need to wait for the callback from escalation team. I told him that I missed the callback in the morning as I was sleeping, so I need to get connected now as I still have not received my order. He tried to convince me to wait as he does not have any other info to share and supervisor is not available. I offered to recount my experience from yesterday, to which he said that he does not need to know my story. I then insisted on speaking to someone and told about my experience nevertheless. I also appealed him to go out of his way on the floor and get all help he could. Arpit again put me on hold to check Came back and said that an email from FlipKart was sent to me saying that I need to wait till evening. Checked my mailbox and told hm that I have not received any such email and he can forward me that email to prove his claim. He refused to do so saying that it is not possible. Told him that either he should connect me to his superior or tell me clearly as where is my order – Again put me on hold and then hung up on my call at 3:02 PM IST.

Out of exasperation, thanks to your great customer service, I decided to write this to you guys. ​As I write this I received a callback around 3:40 PM from some Mr. Wasay who offered to help me. While I was telling him about my issue he hung upon me. This is the 3rd time I was hung upon by staff from you customer support.

* Note:* I have all the documentations, screenshots, call recordings etc. to help you out with the investigation. In case if you require those I can share them all with you.

I expect you and your team to look into this matter earnestly, make your staff members involved answerable, re-look your customer support business processes and provide me my order, and compensate me for the time spent and the mental agony. I hope that I do not have to raise it further to Mr. Kalyan Krishnamurthy’s office/Social Media/Consumer Forums.

​Looking for a prompt and meaningful response from you…

Image Uploaded by Rupinder Singh: