Last week(July 2nd week, 2015) I ordered a Samsung Galaxy tab (t4 331) from Flipkart along with some accessories.
I received the orders in time. All the products were fine except one, the book cover. I got a lower version, t231, so applied for return.
In return invoice, I noticed that the same product is being shipped. I called customer desk. The support staff said,"due to our
policy we never refund or exchange any product, we only replace with same product. In your case you have placed Galaxy tab 4 t231 book cover, so we will not replace with tab 4 t331.
I told that it was a mistake. He replied, "if you like the new version, you have to order a new one.
Next day, I called another support staff, again I got the same response. I escalated the matter to the senior support staff, I was revealed a very strange sales policy of flipkart which I bet
90% of the buyers neither know nor like to know. According to the sales staff:
1) Flipkart never refund for any product
2) Flipkart never exchange any product ( except apparrels and shoes)
3) Flipkart only replace a product in case of deffects
4) Once you buy a product from flipkart, it becomes yours so keep it
He said, you have only got wrong book cover not tab and it's only 599/- you can order a new one.
I disconnected the call. Finally I went the ways to resolve the issue.
I wrote angrily to customer care cced
Sachin Bansal and my friend, Mr.
Kamlesh Vaswani, with an intimation of going to consumer court and filling a PIL against e-commerce industry for stringent regulation.
Next day, there was no reponse from any.
Second day, I mailed another version with more bitter contents. Within 10min, I got an appologistic call from customer care staff with refund and reward.
I said, "I don't want anything, just give me right product". Within an hour the pick-up came with replacement.
In the end I was spellbounded by Flipkart's customer service.
Epilogue: Luckily the victim was I who knows how to deal with crooks and who is well connected. If the victim were some simple normal customer, the flipkart's malpractice would not have been noticed and customer could have been cheated.
PS: I am in touch with Mr. Vaswani for filling a PIL in the apex court for regulation of vastly unregulated e-commerce sector.
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