I am writing this to make readers aware of a new policy adopted by Flipkart. It is called ‘NO REPLACEMENT & NO REFUND’ policy.
I purchased 3 units of Zenfone 5 and 3 different Flip Covers from Flipkart in August 14. One of the Flip Covers(Rs. 539) was damaged, and small in size. It did not fit the mobile at all. On arrival its package was torn and obviously someone had tried it and junked.
I called the Customer Support. One so-called customer support executive said that a replacement will be provided in exchange. I told her that a replacement of the same brand and size will be useless as it will not fit the mobile. I suggested that I would buy a Flip Cover from another brand and pay the difference in amount. She did not agree but insisted on a replacement. After a long argument she agreed for a refund and asked me for my bank details. I provided the same.
Next, on 23 Aug, I received a mail from Flipkart. It was shocking to say the least. It stated that “the Seller has declined my return request.” Further, the issue is resolved between me and the Seller. Hence, there will be NO REPLACEMENT OR REFUND. On the same evening I received another mail from one Vimal assuring me that I will be contacted within two business days and the issue will be resolved immediately. Nothing has happened as of Aug 26, 2014.
I, neither contacted the seller nor the seller communicated with me at any point in time. But Flipkart claim that the issue is resolved already. This is a new and novel method of cheating the buyers. Dumping defective and damaged goods on innocent buyers and looting the hard earned money through dubious and questionable means is their latest mantra. So, I request the potential buyers from Flipkart – BE CAREFUL. In case you receive any defective or damaged item, you are on your own. Flipkart claim that they are just a market place and all the issues are between buyer and the seller. I am reproducing our mails to authenticate my post on Mouthshut. As I don’t foresee any favorable resolution I have decided to take this issue to the Consumer Court . Maybe the amount is small; but I feel cheated and my money stolen. What if one, two or all the mobile units were defective? Maybe Flipkart would have asked me to settle it with the manufacturer in Taiwan. It is a matter of principles and ethics for me, but has no meaning or relevance for Flipkart. They are worried only about their share of profits.
If a$7 Billion company cannot return a paltry sum of Rs. 539 or provide a suitable replacement, for the defective item they sold, how can an individual like me with modest income afford to lose the entire amount to these billionaires? I request all of you to read the exchange of following mails and understand their shady tactics. I don’t wish anyone to fall a victim to their wicked modus operandi.
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Mails exchanged:
FROM ME TO FLIPKART
Aug 22, 2014
TO: M/S. Flipkart
This is to inform you that I had placed an order for APE Flipcover for
Zenfone 5(Order No: OD40818040784). The item was delivered yesterday. On
opening the Flipkart package I found the package containing the Flip Cover
was torn. It was not sealed in plastic or in any other way. The flip cover
itself was used and had some marks on it. Even so, I wanted to retain it.
But it did not fit the mobile at all as it was smaller in size. So, I am
making a request for a refund of Rs: 539 as I don’t need a replacement of
the same brand. I am sure I will face the same problems with the
replacement as well. My full name and bank details are as follows:
FROM FLIPKART
Aug 23, 2014
Dear Arshad U. Khan
Greetings from Flipkart.
Thank you for writing in.
We regret to inform you that APE has declined your return request for 92163559 by citing the below mentioned reason:
The issue has been resolved between you and APE. Hence, there will be no replacement or refund.
APE has added the following details as well:
If you are not satisfied with the response, you can avail of Flipkart buyer protection programme by writing to our Disputes Resolution team at resolution@flipkart.com or reaching out on https://flipkart.com/s/contact. We hope to resolve your issue at the earliest.
Please accept our sincere apologies for the inconvenience caused to you.
Regards
The Flipkart Team
The Online Mega Store
FROM FLIPKART - VIMAL
Aug 23, 2014
Hi Arshadulla,
Order ID: OD40818040784
I am sorry to know that you are facing the issue with the product. I really apologise for the inconvenience caused.
In reference to your request, I have escalated this issue to our concerned team and they will contact you within 2 business days.
In addition to that, I personally would follow up with the concerned team and make sure that they will resolve the issue for you immediately.
You have my assurance that we’ll have your issue resolved in the best possible way at the earliest.
Please do not hesitate to contact us if you have any further queries.
I appreciate your understanding and request your patience in this regard.
MY REPLY TO VIMAL OF FLIPKART
August 24, 2014
Mr. Vimal
Thanks for your reassuring mail informing me that the issue will be resolved in the best possible way at the earliest. Be that as it may, a message from the Flipkart team has stated the following:
We regret to inform you that APE has declined your return request for 92163559 by citing the below mentioned reason:
The issue has been resolved between you and APE. Hence, there will be no replacement or refund.
Would you please explain how and when was the issue resolved between me and APE? No conversation of any kind has taken place between us. The item was purchased through Flipkart and cash was paid to your staff. It, therefore, becomes Flipkart’s responsibility to protect the buyer’s interest. But, this does not seem to be the case. A defective product was dumped on me and I am expected to accept it even if it is a total loss. How gracious. Is your Easy Returns Policy defunct now? I have never come across any online store which has such a bizarre policy of "No Replacement and No Refund" on defective goods. I purchased 3 units of zenfone 5 and 3 Flip Covers. I am unable to return one damaged and unsuitable Flip Cover. Neither I am permitted a replacement of my choice nor a refund is offered to me. This makes me wonder if I am really dealing with a$7 Billion company!
I am attaching some photographs which clearly prove that Flip Cover is smaller than the Mobile and does not fit. Moreover, it was damaged already when I received it. As pointed out earlier, any replacement of the item sold with a similar item by this seller will not solve the problem. My suggestion to buy an alternative Flip Cover from another brand has also been rejected by your’executive.’ Anyhow, I shall look forward to your assured’best possible resolution."
Just in case, this mail too fails to elicit any favorable action, I will conclude that I was a victim of a fraud by Flipkart in connivance with the seller. I will be compelled to seek relief through other avenues.
Regards
Arshadulla Khan
With such miserable attitude and scantiest respect for their customers, they are dreaming to make it a$100 billion company. They may make it too by hook or by crook. BUT with the curse of hurt customers and shadow of badwill upon them, they will forever undergo losses and never make money. This fish could end up in the belly of a whale like Amazon someday. That is for sure.
Cheers
Arshad U. Khan