I ordered a King size bed on 17th June 2019. The product got delivered with open packaging from both sides on 20th June 2019. The Installation of the same was done on 21st June 2019. After installation when we checked the bed it was broken from 2 sides. I immediately reported that to Flipkart on 22nd of June 2019. They said a technician will visit and we will pick the order and issue a refund for the same. A technician came on 29th June 2019. He clicked a photograph of the bed and told that it was damaged at the time of installation as it is a bed that requires screws to be bolted and the damage was done in the place where the screw was put.
I spoke to Flipkart the very same time and got the technician to talk to Flipkart for that as well (I have a call recording for the same). I was told that we will get the pick up done and issue refund for the same. I was okay with it. Now after 2 days when pick up was not done. I again called Flipkart and asked the status then the agent said "The seller has arranged technician visit again and then we will pick up the order. I said ok. I receive a message that stated technician visit will take place in 3 days. Now, the same day evening I received another message stating "Service is Completed".
I was amazed as nobody came to my place at all. Nobody called either. I then called Flipkart and further wrote an email to them stating what has happened. The agent I spoke to said, "Sir, it is a technical error don’t worry, the technician visit is still on". After arguing over this for an hour I hung up the call and waited for the technician to come. But nobody came.
I then wrote an email to their CS-HEAD team explaining everything, I got a reply from an Agent named "NANDINI" also a call from her she said to wait 48 hours she is looking into the issue. After 4 days I got a call again from her and she said "Sir, the seller has approved the return, we will pick up your order and issue refund post pick up" I said okay. This was said on 30th June 2019. I received a text message post that interaction from Jeeves again stating that product will be picked up and a technician was assigned. I called the technician on the number provided, he said " Sir, we do not have anything to pack the product" I have to send an email to the team to get approval for cardboard box otherwise I will get it from somewhere else, give me 2-3 days. I said okay. Every day I used to receive a message that uninstallation is rescheduled as per your request which was wrong. So, I waited till 08th July 2019 for them to arrange a cardboard box.
Now, after 8 days that is today 08th July 2019. I got a call from the CS-HEAD AGENT NANDINI, who said Sir, your return has been rejected by the seller as they are saying that as per the second technician the damage was caused by you. I was shell shocked, as nobody came to my place to visit at all. She kept arguing and gave the same robotic speech that Sir, we are dependent on seller and the technician has said that it is your fault so, we will not be able to do anything. I was fuming with anger as Flipkart is literally trying to fool the customer. First of all, Nobody came to my house to look into the bed.
Secondly, After committing on a recorded call that the product will be picked up and we will issue refund regarding the same. She was now giving wrong information. Third, she was saying she has no idea regarding technician visit and she is dependent on the seller for this. Well, the seller of the bed is FLIPKART ITSELF. (I have call recordings for the communications along with app screenshot and emails). The bed has been uninstalled by Flipkart on 8th July 2019 and is still lying in my bedroom packed. I want to know when will the resolution be provided for this. When will I get my refund and when will this be picked up?