Back in April I bought a Moto G from Flipkart. They had just started priority deliveries, but the sad part about this was they actually delayed regular shipping (or at least suggested the same through estimated delivery dates on their site). I remember quite clearly it was a Thursday when I placed my order and the phone should have been shipped out the next day, I would receive it on Saturday or latest by Monday, but the estimated time for delivery on the site was the Friday in the coming week, hence I decided to pay the early shipping charges and get the phone on Saturday in the same week.
But unlike Amazon which has a real good back-end operations in place, Flipkart has a more shady system exploited by it’s own employees and I experienced it first hand. On Saturday the day my phone was to arrive I received a text message at 7PM telling me my phone is out for deliver, less than a minute later another text came saying that they tried delivering it but nobody was home, while the fact is that I work from home and I was in all day. I immediately tweeted about this and got called back by Flipkart support the next day. While speaking to the executive I asked for the delivery charge to be refunded because they didn’t keep to their guarantee, but this zealous executive said he’ll not only refund the the 90 bucks but an additional 90 bucks credit to my Flipkart wallet for my trouble and promised that my phone would be delivered the same day (Sunday). Being Sunday I didn’t really know if the delivery team worked or not but was still hopeful given that their support team was working and called me that day.
At day end, there was no phone nor refund, so I tweeted again “let alone 180 bucks credit you guys haven’t even refunded the delivery charge or even delivered my phone.” seeing this tweeted another execute responded and added 180 buck credit and another 90 bucks credit. I got more credit than promised because the previous executive didn’t really do his job properly of documenting our conversation and then worse not initiating the refunds as promised. After a few phone calls more I finally got my phone on Monday.
Few months later, out of the blue, I received an email saying my order has been shipped, since buying my phone from Flipkart, I decided I wouldn’t shop at Flipkart unless I had no choice (moto exclusive) or had free money like in my Flipkart wallet.
After a little digging I found the product being shipped was some flipkart 123 card and it was attached to my moto G order, I guessed it was some kind of customer service exercise to get back customers who previously has issues with their orders or something. The package never got delivered, in fact they didn’t even attempt delivery or bother calling, they just updated the status saying No response for three day consecutive days and returned it, I did tweet about this again
I was happy with credit already given so I didn’t really care for the sorry card, in fact when I got email saying refund initiated for returned product, I thought how funny it would be to receive a 5 bucks refund for a something like this. First and foremost the marketing team or who ever behind this idea shouldn’t have used this method to send out these coupons because a lot of people including me, would have first been afraid thinking that their flipkart accounts were misused to sell them something they don’t want, further the product page itself didn’t have any details of what flipkart 123 card is or why we are receiving it.
They could have just emailed the damn coupons or added credits to our wallets instead giving their delivery boys the opportunity to show off their excellent skills at not doing the job. Finally they did just that and added a credit of Rs. 250 to my flipkart taking the total of credit given to me for their failed priority delivery to Rs. 520. It is very ungrateful of me to complain inspite of receiving so much credit from flipkart, but not complaining would mean me considering this as bribe to shut up.
While all this went down I even signed up for a three month trial of Flipkart First.
Using the credit given to me I placed another order with flipkart, which now went under this first service, the day the order was to arrive I received message intimidating me about it being out for delivery, but the entire day went by without calls or delivery of my order, then at 9PM I got a call from someone from their delivery office asking directions to my house and would it be okay for him to come and deliver the order now. because I was heading out to the bar on the main road from my house, I offered to meet him at the main road itself, this guy turned up a little past 10pm and didn’t really seem like a delivery boy, he was a supervisor or someone trying to save his behind, because he would have to answer if my order didn’t get delivered on the same day and I already had a history of complaining about this through twitter.
Now I’m happy that this person took the trouble of riding all the way to my place and also to those executives who saw my issue and offered a refund and credit for my troubles, but all this happened under exceptional situations, having Flipkart First would have made sense if the delivery guy just came by and delivered the order within the mentioned timeframe, and if he didn’t I would get some kind of credit back for the same, this should be built into the system rather than me having to tweet out a complaint.