I recently ordered a Pixel 8a and a Pixel Watch 2 from
@Flipkart during the festive sale, and this has turned out to be one of the worst experiences I've ever encountered.
I placed the order for the phone on September 26th, and to date, it has not been delivered. Every time I inquire, the response is either about an unresolved issue or a technical error. After multiple follow-ups, I had no choice but to cancel the order after two days of calls. Today, I was informed that the issue would be resolved in 72 hours.
The experience with the Pixel Watch 2 has been even more frustrating. I ordered it on September 27th, and the first delivery attempt was made on September 29th as an open-box delivery. Upon inspection, I found that the brand seal was broken, so I rejected the order. The replacement was delivered on October 2nd, but surprisingly, this time, it was an OTP-based delivery, not open-box. As I was not at home, I informed the delivery agent that I did not want to accept such a high-value item without checking it, but he insisted that he could only hand it over after OTP confirmation. He assured me that if there were any issues, I could file a return through the Flipkart app. To my dismay, once again, the brand seal was broken.
I immediately raised a return request, which was shockingly rejected. I spoke with customer support and was asked to upload images of the product, which I did. Despite this, the return request was rejected again. The rejection message claimed that “Sorry, the return request cannot be fulfilled by the seller as the courier service provider has confirmed the delivery of the order with the product being intact.” which made me furious. How could a courier person verify the integrity of a sealed product?
I contacted customer support again, and after a 45-minute wait to speak with a senior representative, the call was disconnected. I called back, waited another 20 minutes, and finally spoke with a senior agent who asked why I accepted the delivery without checking. He clearly hadn’t read the part where I mentioned it was an OTP delivery, not an open-box one. He then claimed the return was rejected due to a failure in image validation, and that, as per government protocol, I could only upload images between 9 AM and 9 PM—this, in a world where e-KYC is available 24/7!
This entire ordeal has left me with nearly ₹60,000 blocked on my credit card for the past 10 days. I even redeemed my credit points to purchase this watch. It's especially frustrating that
@Flipkart, as an official partner of
@Google, provides such poor service. Google seriously needs to reconsider their partnership with Flipkart and look for more reliable partners who can deliver the quality and service customers expect.
Their customer support is abysmal, and it’s embarrassing that, in a country known as the call center capital of the world, we have to deal with such inefficient customer service.
@jagograhakjago @DoC_GoI @PiyushGoyal @CimGoI please look into such consumer issues. India’s consumers deserve better from e-commerce giants. It’s time we have a transparent, customer-centric approach to high-value orders.
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