Order ID - OD305403568265170002
Product - Nilkamal Prem Maroon Queen Coir Mattress
I and my family members have been loyal customers with Flipkart since 2012. Until now, I never encountered any problems, and even recommended them to friends and family. But now their service has deteriorated and the Corporate Mediocrity Syndrome has now infected Flipkart as well.
Instead of re-typing everything here, I’m simply going to copy/paste the emails I’ve sent to Flipkart since 5th April 2016, and you will get a clear understanding what happened. Long story short, their delivery personnel screwed up and customer service reps want to blame ME, the aishwaryasingh23ing customer, with no explAnasultantion to ME, the aishwaryasingh23ing customer, about what exactly went wrong.
EMAIL #1, sent 5th April 12:53:56 PM via app:
I noticed when tracking my order a couple notes that delivery was attempted multiple times til now, which seems an outright lie. I was home past 2 days, nobody came to my home or called until today. I usually receive an SMS alerting me that a Flipkart order is out for delivery, but with this item I have NEVER got this notice via SMS. I think either seller or delivery personnel is telling lies so as not to be held accountable for such a long delay. Why do I always get morning SMS alerts for other items out for delivery, but not this item?
Lastly, I got a call this morning from whoever is bringing this item today. 1st guy spoke no English, so got a guy who spoke some English, yet does not understand English when spoken back to him. He kept asking me if I’m in Whitefield, despite the fact that Flipkart has my complete address on file. I told him Richmond Town but he said I don’t understand anything because I’m foreign and hung up without listening for further instruction. HOW RUDE!
EMAIL #2, sent 6th April 5:22:29 PM via app:
Cultivating lies and excuses to avoid accountability to customers is intolerable and inexcusable. We have 2 reliable security guards on daytime duty at my apartment, we have spoken with them and verified that NOBODY from Flipkart has attempted to deliver this mattress to my address, so your claims of multiple attempts to deliver it are nothing but LIES. Also, we were home all day Sunday and Monday when NOBODY from Flipkart attempted to contact me at all. Want me to pull my phone records for past 3 days to prove it? Yesterday I cancelled plans to accomodate delivery guys who couldn’t be bothered to check the address on Flipkart’s records, and who apparently haven’t been trained to deliver within urban Bangalore, since they don’t know Richmond Town from Whitefield. It’s far better for you guys to accept responsibility for this screw up, fix it quick and ensure that it never happens again, than to drag this out silently while trying to cobble up some scam to pass blame to customers.
EMAIL #3, sent 7th April 11:37 AM to cs@flipkart.com, address given to me on the phone by ASHWINI:
Dear ASHWINI,
As per the conversation we had a few moments ago, I am emailing you the mobile numbers that your delivery personnel called me from on Tuesday, 5th April.
Before I add the numbers to this message, I want you to know I do not appreciate being lied to, nor do I appreciate your attempts to shift blame to me, a long time aishwaryasingh23ing customer, for your delivery screw ups. Lying to customers and trying to blame customers for the company’s screw ups is NOT good customer service. Did you work at Reliance before you got on at Flipkart? I have to ask because lying to customers and playing them for fools is a very common stunt pulled by INCOMPETENT customer service personnel at that company.
See, the guy I was speaking to who transferred me to you, assured me he would transfer my call to a SUPERIOR who knows what is going on, but after speaking with you it is clear that both of you are indulging in dishonest stunts.
1) You refused to provide YOUR email or direct number. A REAL supervisor would not do this, someone with a little authority would promptly provide me a direct email and direct phone number.
2) A SUPERVISOR will not read off some scripted nonsense like a parrot, a SUPERVISOR will take action to correct the problem, and a SUPERVISOR would actually READ the emails I sent.
Judging by what you said to me, and by the way the previous fella was talking, it is abundantly clear that NEITHER of you ever read those emails, and NEITHER of you have any clue what is going on or what has happened.
When I ask to speak to a SUPERIOR, I expect to be transferred to a SUPERIOR, not a little girl who happens to occupy the chair next to the guy who can’t differentiate his elbow from his kneecap.
Go back and READ THOROUGHLY the 2 emails I sent. I sent one on 5th April and another on 6th April. The 1st one states the incident that occurred on 5th April, the 2nd is regarding the LIES being bandied about by your people.
You guaranteed us at the end of our phone call, that you will resolve this matter within 24 hours. Either we get the mattress I PAID FOR ALREADY within 24 hours, or I get a full refund for the mattress within the same 24 hour time period. Which is only FAIR, since I placed the order nearly a month ago.
As I stated in writing in my email, and as I stated to you, and to 2 customer service reps prior to you, this item was out for delivery on 5th April, so WHY was it not simply re-routed back to me the next day, to the CORRECT address? I asked you this on the phone, you had no answer for me, despite you falsely claiming to be a supervisor! A REAL SUPERVISOR would have known exactly what went wrong and would have the scruples to be honest about it and explain what went wrong to a aishwaryasingh23ING CUSTOMER, especially a customer who has already spent THOUSANDS of rupees with you people since 2012. My address has not changed. The address on file is a complete address that worked just fine for you people until now. CHECK MY PURCHASE RECORDS AND DELIVERY RECORDS.
In closing, here are the numbers of delivery guys I received calls from on 5th April:
9739777727(5th April, 9:40am, call duration 2 minutes 25 seconds. This is the number I was called from when some guy asked if I was in Whitefield.)
7795452272(5th April, 5:53pm, call duration 3 minutes 0 seconds. This guy called claiming to be at Gold’s Gym opposite my place, but he was not at the correct address at all, as he said there was a temple opposite that gym, and in fact, there is NO temple on my street at all, so he was on the wrong side of town entirely. He was supposed to be on CONVENT ROAD in pin code area 560025 RICHMOND TOWN, as mentioned in my address which has been on file with Flipkart for a few years now.)
This is all a crying shame, Flipkart used to be one of the very best companies to do business with, used to have outstanding customer support and high standards.Now it is going to crap by providing a pathetic excuse for customer support, and hiring employees who either have cognitive deficiencies or are simply too arrogant and stubborn to aishwaryasingh23 attention to what customers are saying.