I ordered a camera on flipkart 2 days back and today i received the product. Just that it wasnt a product, it was junk (kabaad) in the camera box.
While i am still fighting with them over this issue, I would like to put forth a discussion wherein I strongly feel that Flipkart’s own systems are not in order and they are making the customer a scapegoat to hide this.
When i countered Flipkart customer care, they said that at times, some other orders reach the wrong customer. I am terribly confused, when did flipkart start selling junk products, is this a new product line. After 5 mins, the person finally understood that there is a serious gap and asked for some time.
Updates and chronology of events:
Flipkart delivers the product @ 11ish saturday morning and is received by my wife
Packaging opened to witness moment of shock and disbelief (image already atached)
I made a call to Flipkart CC at 11:30 am and first response is negative. They thought product is replaced, i had a hard time convincing them that i did not receive a product, its junk
Some random person from Ws retail called and said he needed till till 5 pm to get back
I started posting the image and experience on FB, Twitter and Blogs, FB DPEG page.
FB social media team calls me at 2:30 pm to be patient (social media truly rocks)
I get a call from courier company (flipkart) to know if the package that came was tampered in any way and i told them it was not. He disconnected, basically he saved his job!
Called the customer care at 4:40 pm asking someone was supposed to call me with the status. The person said it will take time till Monday 3:00 pm since its a saturday (i am seriously irritated now)
I kept posting and telling friends about what is happening through social media
5:30ish get a call from another team member from social media deptt assuring they are on the job and they have changed the status to product returned and made a wallet account with the money (basically they are giving me back what was my own and thinking they have done their part)
6:30, 2 people from Flipkart fraud detection agency came in to investigate. Took photos of the packaging, the junk that was in the box, seemed totally confused and assured we will do something.
Sunday morning, noting seems to be happening today…
Bottomline, the problem hasn’t been resolved and they are still figuring out god know what… Nonetheless, do you feel Indian e-com companies are trying to hide their own weaknesses by passing the buck to the customer.
My questions:
1. Flipkart says they don’t want to send COD packages to UP as customers refuse while It could just be that they themselves have a gap in their own system.
2. Flipkart removes high value televisions from the website. Does this mean they are not keen on selling high value product or again, is it a sign of their weak systems?
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UPDATE – MONDAY June 10, 2013:
I just called Flipkart and they are refunding the money, basically they don’t have the product. Maybe they never did…?
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UPDATE – FRIDAY June 14, 2013:
Flipkart has send a mail that the product is back in stock and they want me to order again. The only caveat is that now the product is Rs. 15000 more expensive… Its with the same retailer WS retail.. I am definitely confused now!!!
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UPDATE – Monday June 17, 2013:
Money comes back to my credit card, i get a call from Flipkart team that if i make a fresh purchase, they will refund the excess of Rs. 15000 on my flipkart wallet if i wanted to purchase on EMI or they could send me a payment link to pay for the new amount less the excess of Rs. 15000. Since this the cheapest in the market, I go ahead with it (Yes, I know how some people might think about it)
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CONCLUSION – Monday June 19, 2013:
The camera reaches home late noon and I am there to receive the packet. I asked the guy that i will sign the packet only after checking the contents but he said the policy is to sign off first. I explained what has happened before and he said that he will wait for me to open but it needs to be signed first (So basically not just in POD, even CC purchases require you to sign first and then take the goods). Camera came out to be fine, am i happy with the final deal, yes because it was still cheaper than the entire market. Will I shop online again, I love it outside of India but in India, one needs to be more cautious I believe.
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