| Name of Complainant | |
| Date of Complaint | July 24, 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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Dear Sir/Madam,
I hope this letter finds you well. I am writing to bring to your attention the ongoing issue I have been facing as a loyal and long-standing customer of Flipkart. I deeply regret to inform you that despite my initial complaint and the passage of an additional 45 days, I am still awaiting a proper resolution concerning the return of a product, which has led me to experience continued mental and emotional harassment. As a result, I find it necessary to register my second complaint and express my strong protest against the handling of my case.
I have been a devoted customer of Flipkart for an extended period, having placed numerous orders with your platform, and have always been satisfied with your services. However, the recent handling of my complaint has left me deeply dissatisfied and frustrated.
To provide a detailed account of the situation:
1. On 12 June 2023, I purchased a ‘Byford by Pantaloons Slim Fit Men Black Trousers’ through your website, using Order ID-OD328289393372743100. Upon receipt of the product, it became apparent that the price tag was missing, and there was a sizing issue.
2. In accordance with Flipkart’s return policy for this product, I raised a return request on 12 June 23. Unfortunately, Flipkart has not positively responded to my request, leaving me in a state of uncertainty.
3. A delivery executive came to collect the said product for two days, but he was unable to proceed with the return process due to the missing price tag. He advised me to contact Flipkart customer care for further assistance.
4. My interactions with Flipkart customer care have been highly unsatisfactory. Each time I call, I am required to repeat my issue to every executive I speak with. Furthermore, executives frequently put me on hold for extended periods, and the calls are often disconnected without any callbacks. This cycle has continued for 20-25 days, causing immense frustration and inconvenience.
5. On 10 July 2023, I received just one phone call from a Flipkart customer care executive who informed me that my pickup request had been approved, and the product would be picked up by 10 July 2023, with the refund process scheduled for 19th July 2023.
6. However, on 10 July 2023, despite waiting all day, no one from Flipkart contacted me for the product pickup. When I contacted customer care at around 5:30 pm, I was told to wait until 8 pm for the pickup. Upon requesting to speak with a senior officer, I was again put on hold for an extended period and eventually informed that no one from the senior department was available to take my call.
7. On the same day, 10 July 2023, at 08:30 PM, I received an email from the Flipkart customer care department, assuring me that they had escalated my issue to the concerned team and promised a resolution by 13 July 2023, 8:30 PM. However, this deadline passed without any resolution.
8. On 12 July 2023, one executive called me to inform me that my location (Salt Lake, Sec V, Kolkata 700091) is considered a remote area, and there is no delivery or pickup service available at this location. This information was never conveyed earlier and has caused significant confusion and distress.
I have been mentally harassed by Flipkart for the last 45 days, which has hindered my ability to focus on my core work. As a long-standing customer, I have already experienced significant delays and emotional distress throughout this ordeal. It is crucial that the resolution process is carried out efficiently and effectively to avoid any further inconvenience.
I am now at a point of great concern and sincerely hope that you will promptly address this issue with the utmost urgency and sensitivity. I expect a positive response and a comprehensive resolution to the matter at the earliest.
For your reference, I have attached all relevant documents related to my purchase, return request, and communication with your customer care team.
Thank you for your attention to this matter. I eagerly await your swift response and resolution.
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