| Name of Complainant | |
| Date of Complaint | November 29, 2023 |
| 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 | |
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I Ordered Nilkamal Belgrade High Back Ergonomic chair from Flipkart (Order: OD329508016409354100) by Wednesday 25th October 2023. By Wednesday 1st November 2023, the item had been delivered. As soon as we received the product, found that it was a different product. Attached is the product description which we received.
Requested Flipkart customer support team for replacement. Technician Visit happened on Thursday 2nd November 2023 and product had been picked up for replacement by Saturday November 4. Attached return sale order received while pickup.
By Thursday November 9 2023, from Flipkart received a message stating return cancelled and replacement rejected. Same day raised the complaint with Flipkart [Incident: IN23110919251311673224]. Your customer executive assured that the replacement issue should be resolved by November 13 2023. Without giving any further update and resolving the issue, the ticket has been resolved.
By November 14 2023, again raised the same issue [Incident: IN23111416361196906672]. Again one of the customer executives called and assured me that the refund should be processed within a couple of hours. By November 15 2023 [Incident: IN23111416361196906672] had been closed without providing any resolution. Again I contacted customer support to reopen the issue.
By this way there are 10 tickets now without any resolution and marked as resolved.
By November 15 2023, again raised the issue to the grievance officer [Incident: IN23111519354684391737]. By November 19 2023, one of the grievance officers called and collected the account details and asked to wait for 48 hours for the refund. It’s been a week now and no information regarding refund is received. I wanted to check if the Flipkart customer support team / backend team is taking ownership of the particular issue? I couldn’t see any progress.
I personally validated the return order with Nilkamal and they confirmed the product has been returned. Because of the same model not available in the warehouse, they can’t provide the replacement. Furthermore they have provided the update to Aftab Jaipuri – Merchant manager – Nilkamal and Flipkart and expect the issue to be resolved soon. Attaching the return sale order for your reference.
Response received from Nilkamal on Friday November 17, 2023:
Greetings from Nilkamal
As discussed today on call, we would like to confirm that the product pick up is completed from our end and refund will be processed by Flipkart for order ID OD329508016409354100.
For any further assistance please contact us on the number mentioned below or you can email us at the email address mentioned below.
Best Regards,
Darshan Patil.
Customer Support Team – Nilkamal Limited
Business Hours – 10:00 am to 7:00 pm Monday to Saturday
Nilkamal Furniture – 1800 121 9115 ||
furniture.enquiry@nilkamal.com
@home – 1800 121 1414 ||
connect@at-home.co.in
Doctor Dreams – 1800 121 9439 || help@doctordreams.com
As a customer, how long should we wait for a resolution? Raising the complaint to Flipkart Grievance officer and Nodal Officer also hasn’t helpful. Is this the way Flipkart supports customer service? Customer support team is simply quoting wait for a few days and no resolution has been provided till now.
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