Shopper claims to get packets of detergent instead of laptop during big billion days sale; Flipkart replies

New Delhi: Shoppers are duped in many ways by the retailers during Flipkart’s Big Billion Days sale. In one instance, one man claimed to get packets of Ghadi instead of a detergent. While sharing his tragedy in a linkedin post, Yashaswi Sharma said he bought the laptop during the big billion days sale for his father. However, when he opened the box, he found packets of detergent instead of laptop. He told that his father was unaware about open-box concept meaning giving OTP to delivery boy only after inspecting the laptop.

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Sharma added that,"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."

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He posted the linkedin post as a last resort for the resolution of the matter before approaching to the consumer court. Middle class Indians simply can’t absorb a laptop worth of loss very easily.

In an update posted yesterday, Sharma said that Flipkart had contacted him and issued a refund for the laptop. “The Flipkart team contacted me to inform that a refund has been processed, although I haven't received it yet,” he wrote.

Flipkart said on the incident, "Flipkart as a customer-focused organisation 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 3-4working 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 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."