जागो ग्राहक जागो

Three years ago, I had purchased a book from Flipkart. I did not get in the scheduled time. I did not know what the problem was. I directly contacted Flipkart. Please read the conversation. (There is a catch at the end.)

My Message: Dear sir/madam,

I have not got the order. But it is showing as delivered on Flipkart account. Please look into the matter.Order ID: OD000977472153701300 (1 Item)Seller: WS Retail Review SellerOrder Date: 10 October, 2014 11:07 AMAmount Paid: Rs. 319 through Net banking.

Reply from Flipkart: Hi,

Thank you for taking your time to write to us.

I understand your concern.I would like to clarify that as per the update that we’ve received from 'Speed post' your order (Order ID - OD000977472153701300) seems to have already been delivered on October 19, 2014.I request you to check with your family or neighbors or security or reception for this.

If no one has received your order, please get back to us and we’ll certainly look into this and assist you further.Hope this helps.

Please write back to us should you have any other questions or need further assistance.

Regards,

Prathap R, Customer Support

My Message:

Dear Sir/Madam, As per your reply yesterday, I inquired about the delivery. But nobody has got it. I also called to the post office, but there is no delivery of the book. I request you to send me the order as early as possible. Order ID: OD000977472153701300 Thank you.

Regards -Prof. Sachin Bhagat

Reply from Flipkart:  Hi Sachin,

Order ID: OD000977472153701300

Item: Yuvraj Singh- The Test of My life (English)(Hardcover)

Thank you for writing in and notifying us.

As per your request I've verified your account and found that we got an update from the courier partner that your order 'OD000977472153701300' for 'Yuvraj Singh- The Test of My life (English)(Hardcover)' has already been delivered to you on October 19, 2014.

If your order is not delivered to you by today 7 PM, I request you to visit your nearest post office with the below details -

* Tracking ID   & * Personal ID proof such as a PAN card or your Voter’s ID

In case you don’t receive your order even after this, please get back to us and we will certainly assist you further.Thank you for choosing to shop with Flipkart.com! We value your presence with us.

Please write back to us should you have any other questions or need further assistance.

Regards,

Nandini N, Customer Support

My Message:  Dear sir/madam, Please send me the tracking id of the speed post. Then only I can inquire at the nearest post office. Order ID: OD000977472153701300 Thank you.

Reply from Flipkart: Hi Prof. Sachin,

Thank you for taking your time to write us. I'am glad to inform you that tracking ID of 'Yuvraj Singh- The Test of My life (English)' is (EM218811778IN).

Hope this helps you. Please write back to us should you have any other questions or need further assistance.

Regards,

S Charan, Customer Support

My Message:

Dear Sir/Madam, As per your information, I inquired at the post office with Tracking Id- EM218811778IN. It is confirmed that they have not received the delivery. It is the only post office at Shegaon. Also no item is found with this tracking Id on India Post website. This clearly shows that you have not sent the order even if the money has been paid by me. This is not fair as far as the reputation of Flipkart is concerned. I purchase from Flipkart because it is an Indian Company and I trust it. Such incidents will hamper your credibility amongst the customers. I am aware of all the legal procedures in this regard but I believe in communication first. I hope you will look into the details and resolve the matter. Hope to get the copy of The Test of My life-Yuvraj Sing as early as possible. Order ID: OD000977472153701300. Waiting for your reply. Thank you.

Regards-

Prof. Sachin Bhagat

Reply from Flipkart:

Hello Sachin,

Thank you for taking your time to write to us.I certainly understand your concern regarding the delivery of your below mentioned order.I would like to clarify that we ship products to our valued shoppers like you through 'Speed Post' on the rare occasion that your pin code is not serviceable by our other priority courier partners. Consignments sent through Speed Post usually take 5 - 7 business days to be delivered.

Kindly be informed, as 'Speed Post' belong to government organization they update the shipment tracker, we do not have the access to update or modify it. However, I would like to inform you that your order 'OD000977472153701300' was shipped on October 12, 2014 with the Tracking ID - 'EM218811778IN'and you can use the below link and click on ‘More details’ to track your consignments

* Tracking ID. EM218811778IN* Personal ID proof such as a PAN card or your Voter’s ID.

In case you don’t receive your order even after this, please get back to us and we will certainly assist you further.I humbly request your kind understanding and patience in this regard.

Thank you for choosing to shop with Flipkart.com! We value your presence with us.

Please write back to us should you have any other questions or need further assistance.

Regards, Yesu Das A ,Customer Support

My Message:Date: 29/10/2014 01.38 PM       Issue: Order Delivery / Other

Dear Sir/Madam,I again inquired at the post office today. But they have not received the delivery. (EM218811778IN)I request you to send me the copy of the book as early as possible. I assure you that if I get two copies, I shall send you back one copy. Please look into the details and send me the order shortly.Waiting for positive response.Thank you.

Regards-SachinBhagat

Reply from Flipkart:

Hi Prof. Sachin,

Thank you for writing in and notifying us.I understand your concern.

On checking records, I see that the order Id- OD000977472153701300 for the product 'Yuvraj Singh- The Test of My life (English)' was shipped on October 12, 2014 through 'Speed Post' courier partner and I see that the product is not delivered to you even after checking with the 'Speed Post'

I apologize for the inconvenience caused regarding this.

As a solution, the seller 'WS Retail' have arranged to ship the new product 'Yuvraj Singh- The Test of My life (English)'.I would like to clarify that your order (Order ID - OD000977472153701300) for 'Yuvraj Singh- The Test of My life (English)' is currently being processed by the seller ‘WS Retail’ and is expected to be delivered to you by November 7, 2014. I assure you that you’ll receive a shipping confirmation email along with the courier and tracking details once your order is shipped.

For your reference, you can also track the status of how your order is proceeding by logging into your Flipkart account and visiting your 'Orders'.https://www.flipkart.com/account/orders

Hope this helps.I trust that, I was able to assist you in resolving your concern over the e-mail.

Please feel free to get back to us for any further assistance so that I will be able to assist you in the best way possible.Your valuable feedback for service providing by me today over E-mail is highly appreciated.

If you are satisfied with my response, I request you to please rate my response and services by taking the survey that you receive after this email.

Thank you for choosing to shop with Flipkart.com! We value your presence with us.

Please write back to us should you have any other questions or need further assistance.

Regards,

Suhas R M, Customer Support

My Message:      Date: 08/11/2014 09.06 AM                     Issue: Order Delivery / Other                           (Because of the word limit I had make two parts of my message.)

Part 1-Dear Sir/Madam, I had ordered the copy of Yuvraj Singh: The Test of My Life. I did not get it. So you sent the replacement copy of the same. I am thankful to that. But now the similar problem has occurred. Your website shows that it has been delivered on 4th November 2014. Unfortunately I have not got it. This is not the first time to purchase from Flipkart. I am a regular customer of Flipkart. All the previous products have been successfully delivered on my address. You can check my order history. Before I write this mail to you, I went to the post office twice to ensure whether they have got the order with Tracking Id- EZ250052916IN. It is confirmed that they have not got it. I do not know why this is happening. If it is delivered, where does the order go then? Another thing is that nobody has received the copy of it as you tell us to enquire to acquaintances. I have done everything before I write this mail to you. My question is- If I got all the orders before this on my address,

Part II -why is there the problem with this order? Your seller may better know about the happenings. They can enquire at the post office and then may go on to lodge the complaint at the post office. Coming to my problem, I do not know how you are going to solve it. I have already paid the required amount and I think it is my right to ask you about it. It is my earnest request to you to solve the issue as early as possible. Even if I do not get the book, I will leave it as I do not have time to write again and again. Money is not important for me. It is all about credibility of Flipkart. I have heard how the Bansals came together, started it and achieved the success in shorter period. I am always proud of the ventures of Indian people in Entrepreneurship. Indian Organization can compete with the MNCs and the story of Flipkart made me to feel good. The incidents like this may hamper the credibility of Flipkart and that none of us should like. I still hope that you will look into the matter.

Regards- Sachin Bhagat

Reply from Flipkart:

Hi Prof. Sachin,

Thank you for taking your time to write to us.

I certainly understand your concern and offer my sincere apologies for the inconvenience caused.

At this point, we may not be able to provide you an update on this but I've notified your concern to our team. Our team will get resolved your issue by November 14. 2014, 09.30 AM.

You have my assurance that we’ll have your issue resolved in the best possible way. I request your kind patience in this regard. Please write back to us should you have any other questions or need further assistance.

Regards, Nithin S, Customer Support

Reply from Flipkart:

Dear Customer,

We have escalated your issue to the concerned team. We assure you that we will resolve your problem by 14 Nov, 9:30 AM.

Thanks,

Flipkart Customer Support

Reply from Flipkart: Dear Customer,

We apologise for taking longer than expected to resolve your issue. We request you to provide us time till 16 Nov, 9:30 AM to get back to you.

Thanks,  Flipkart Customer Support

Reply from Flipkart:

Hello Sachin,Order ID: OD000977472153701300 Product: Yuvraj Singh- The Test of My life (English)

Thank you for writing in and notifying us. I certainly understand your concern and offer my sincere apologies for the inconvenience caused due to this.

I would like to inform you that as you have not receive your replacement for product "Yuvraj Singh- The Test of My life (English)", there is no alternate left except refund.

A refund of amount Rs. 319/- has already been initiated towards your bank account and will reflect in 8 business days as per standard banking procedures.

In case you do not receive your refund as mentioned, please get back to us and we will certainly assist you further.

Also, I personally request you that place a fresh order for your product by using below link. We will try our best to deliver your product this time.

http://www.flipkart.com/yuvraj-singh-test-my-life-english/p/itmdusyezhqfnfjg?pid=9788184002980

I agree that this shopping experience has not been a great one for you and we will make sure such instances do not happen again in future. We value you as one of our best customers and hope you will accept our sincere apology.

I assure you that I will personally contact our courier partner (Speed post) and work towards providing you with a hassle free shopping experience in future with us.

Your patience is highly appreciated in this regard.

Please write back to us should you have any other questions or need further assistance.

Regards,

pravesh.chadda, Customer Support

Reply: Dear Customer,

We hope your interaction with our customer service representative was satisfactory and your query was appropriately dealt with. In order to help us improve our service we request you to share your feedback using the link below. You will need to rate the questions on a scale of 1 to 5, with 5 being the best, or by answering with a Yes or No.Click here to take this survey.

Thanks,,Flipkart Customer Care

Reply: Hi Prof. Sachin,

Greetings from Flipkart!

Order Number:OD000977472153701300

We kindly request you check the Refund of 319.0 done via NETBANKING on 8th November.

Request your patience in this regard and apologies for any inconvenience this may have caused to you.

Thank you for your cooperation.

Please write back to us should you have any other questions or need further assistance.

Regards,

Sandeep d, Customer Support

I was really happy when I received the refund. The incident was over. It was not even in my mind later on. One day, I got a call from the postman. He asked me where I was. I told him to come at department where I was having a cup of tea. He had come to deliver a parcel. A thought came in my mind-I have not ordered anything from the last 15-20 days because I was busy in getting my money back from Flipkart. I opened the parcel and there was the book titled as “The Test of My Life”. I was surprised to see that.

I got the book and the money as well. I did not pay for that book as I faced a lot of trouble in the process and considered it as a gift from Flipkart for giving stress and wasting my valuable time.

Persistence is the key. Had I not been in touch with Flipkart, I would have lost money or I would have got the delivery very very late. They have to keep the promises. If not followed, we should not remain the dumb spectators. We must raise the issue through proper channel. We can even approach Consumer Forum where we just have to lodge the complaint and those people pursue it. The only thing is “Our complaint must have a merit”. JAGO GRAHAK JAGO (www.jagograhakjago.com/register-complaint/).