Flipkart’s ‘Big Billion Days Sale’ attracts customers in droves as it offers huge discounts on many products. The people who prefer to buy electronic items this time of the year are advised to guard against fraudulent activities due to the huge demand. And this is what happened with a student of IIM Ahmedabad who ordered a laptop for his father.
Sharing his ordeal on LinkedIn two days ago, Yashawi Sharma said he purchased a laptop during the ‘Big Billion Days Sale’ for his father but instead was delivered ‘Ghadi’ detergent bars. He said his father was unaware of the “open box delivery concept”, whereby the delivery agent opens the box in front of the customer to ensure the product is authentic. The customer then gives an OTP after ensuring the product is free from any damage.
However, Sharma alleged in the post that the delivery agent did not inform his father about the concept and he shared the OTP without verifying the product, as is the case usually. He said that he has the CCTV footage that proves the delivery agent coming and going without the box being inspected.
Upon unboxing, it was discovered that there was no laptop inside but only detergent bars. He also shared a photo of the same. “Despite this, Flipkart’s seniormost customer support executive says: No return possible. Your father shouldn’t have given OTP without checking the laptop. This is our final stance. This matter cannot be escalated further,” he wrote further.
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Sharing a few updates in another post, Sharma said he connected with the delivery agent who said that neither was he aware of the ‘open box concept’. The agent also acknowledged that the package was not inspected in front of him. Sharma shared that one of his relatives has filed a complaint at a local police station with the relevant proof.
Meanwhile, Sharma said that Flipkart contacted him to inform him that a refund has been processed and he is waiting for the same.
Flipkart released a statement regarding the incident and said that the refund has been initiated by their customer service team.
“Flipkart as a customer-focused organization observes a zero-tolerance policy on all incidents that impact customer trust. It is of utmost importance to us to ensure the best possible online shopping experience for our customers. In this specific case that offered an Open Box Delivery option, the customer shared the OTP with the delivery executive without opening the package. Once the details of the incident were verified, our customer service team initiated a refund that will be credited within 3-4 working days. We have identified the issue and have also initiated action against the errant party.
“Flipkart’s Open Box Delivery is an initiative dedicated to safeguarding the customer’s interests. As part of the Open Box Delivery process, Flipkart Wishmasters (delivery partner) opens the product at the time of delivery, in front of the customer. Customers need to accept the delivery only when their orders are present in an intact state and then share the OTP. This prevents any financial liability on the part of the customer. This is an extension of the various initiatives that Flipkart has undertaken over the years to improve the overall customer experience and build a superior supply chain,” it said.
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