It has been just about a decade since I wrote a glowing review of customer service from flipkart. I feel sad that I am writing today a review that is diametrically opposite.
I ordered a book on 1st February 2017. Unusually, the delivery time was long but being an old customer of flipkart I said fine. The delivery was expected by about 16th. It did not happen and I got a mail saying that now delivery will be done by 23rd. On both these occasions I actually got interim mails confirming that the item has been packed! So sooner or later item should arrive at my doorstep right? No. Doesn’t happen.
Then on 28th I got a terse mail saying that my order has been cancelled and my money has been refunded on 26th and the money will be in my bank in 7 days. Which should make it 5th of March. I wrote and expressed my disappointment that this happened with not a word of apology. To which I got a reply where the customer service guy actually tried to blame some logistics company and said that as per banking rules my money will be in my bank account by 8th March!
Why did I get a feeling that the money will not be in my account on that day? Call it intuition. Today is 9th March night. Of course money is not credited in my bank account. The amount is Rs 669 and I have a feeling that I should let them keep it.
It is really sad that a great company has fallen so badly and so steeply. I have bought more than 50 books from this seller and many other items such as laptop, mobiles and printer. If one item was delayed or order cancelled I would have accepted it. That is called relationship.
But relationship is a two way street. I only wish the company was sensitive enough to apologize to me sincerely instead of passing it off on someone else. They were that many years ago.