Repeated delivery of products without any quality checks

Name of Complainant Ansh Shailen Gala
Date of ComplaintDecember 25, 2024
Name(s) of companies complained against
Category of complaint E-Com & Retail
Permanent link of complaint Right click to copy link
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Text of Complaint by Ansh Shailen Gala:

I am filing this complaint against Flipkart for delivering defective products, exhibiting gross negligence in quality control (QC), allowing unprofessional and abusive behavior by their delivery personnel, and failing to provide adequate customer support. The company’s actions have resulted in mental harassment, financial inconvenience, and undue delay in receiving the correct product.

Incident Timeline:
Order Details:
On [insert date], I purchased a pair of Adidas shoes worth ₹19,000 at a discounted price of ₹6,547 on Flipkart (Order ID: OD433110757108168100).

Initial Delivery – Defective Product:
The shoes were delivered to my mother, who, unaware of the open-box delivery process, accepted the product. The delivery agent neither informed her of the verification procedure nor allowed her an opportunity to inspect the item. He merely requested the OTP to complete the delivery. Upon opening the package, we discovered that the shoes were visibly used and torn. A replacement request, accompanied by photographic evidence, was initiated promptly within hours of delivery.

Replacement Attempt – Abusive Delivery Agent:
The replacement delivery brought a new set of issues. The delivery agent exhibited abusive and accusatory behavior, claiming my family had used and damaged the product before returning it.

He accused my mother and father of dishonesty, called them “cheats,” and continued to verbally abuse them.
Despite my father’s attempts to calmly explain the situation, the delivery agent remained aggressive and refused to conduct the replacement.
After a lengthy and unnecessary confrontation, he reluctantly handed over the replacement product. This episode caused immense distress and humiliation to my family.
Second Replacement Issue – Incorrect Product:
Upon inspection, the replacement product’s box indicated size 11 UK (the size I had ordered). Believing the matter resolved, my parents accepted the product. However, when I returned home and tried the shoes, I discovered they were incorrectly sized (10 UK). This is yet another clear instance of Flipkart’s repeated lapses in QC and operational inefficiency.

Customer Support Failure:

Flipkart’s app no longer provides an option to speak directly with customer care over a phone call. Instead, the only support available is through an AI-powered chat system that fails to understand customer concerns. This lack of accessible, human-driven customer support exacerbates the frustration.
After hours of back-and-forth with customer service, I was provided inconsistent and vague responses from different representatives.
Eventually, I was informed that the only solution was to reorder the product at an inflated price of ₹9,000, despite the fact that the errors were entirely Flipkart’s responsibility.
Legal Violations:
Breach of the Consumer Protection Act, 2019:

Section 2(10): Flipkart failed to provide goods of the promised quality and standard.
Section 79: Flipkart, as a marketplace intermediary, is obligated to ensure that the goods sold through its platform meet basic quality and safety standards.
Section 2(9): The abusive behavior of the delivery agent, combined with the failure of customer support, has caused mental harassment, violating my right to fair and stress-free service.
Deficiency in Service:
The repeated QC failures, improper training of delivery personnel, and removal of accessible customer support options constitute a deficiency in service under Section 2(11) of the Act.

Unfair Trade Practice:
Forcing me to pay a higher price for a replacement due to Flipkart’s repeated errors is an unfair trade practice under Section 2(47) of the Act.

Relief Sought:
An immediate and urgent replacement of the product with the correct size (11 UK) in new condition, at no additional cost.
A written apology from Flipkart for the abusive behavior of its delivery agent and the inconvenience caused by repeated operational failures.
Compensation for the mental harassment caused due to the abusive conduct and the lack of proper customer care options.
Assurance from Flipkart of corrective measures, including:
Improved QC processes,
Proper training for delivery personnel, and
Reinstatement of direct customer care call options for prompt resolution of issues.
Evidence Attached:
Photos of the defective product delivered initially.
Screenshots of the replacement request and customer service conversations.
Incident details regarding the abusive behavior of the delivery agent.
The aforementioned events highlight Flipkart’s gross negligence, lack of accountability, and blatant disregard for consumer rights. If the matter is not resolved urgently, I will have no choice but to escalate this issue to the National Consumer Disputes Redressal Commission (NCDRC) and other legal forums. Additionally, I reserve the right to publicize this matter on relevant consumer forums and social media to seek redress.

Image Uploaded by Ansh Shailen Gala:

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