Misappropriation of consumers' money - A scam by Flipkart ? (Part 2)

Corona Pandemic- Is it a blessing in disguise for Flipkart to deceive Indian Consumers?

The first part of the article on the subject was published in this blog on 27th June 2020. The link of the article is given below:

http://skvirmani-jagograhak.blogspot.com/2020/06/misappropriation-of-consumers-money.html

This post is in continuation to the first part as lot many complaints were being noticed on social media like Tweeter and hence bringing out part 2. Number of complaints were received and due to limitation of the space, and paucity of time could not be included in the original post. The first part of the article had three complaints. The complaint at S.No. 3 of the first part is updated in this part as some development took place.  

Addendum to article –Misappropriation of consumer’s money-A financial scam by Flipkart? 

Case No. 3 (Revised)

Mr. Ravi Jangra As stated in first part of the article, Mr. Ravi Jangra got shocked when he was informed to cancel the order and place a new order with fresh payment. The earlier payment would be refunded after few days. The cancellation of the order for which delivery was awaited since 22nd March 2020, itself was suspicious on several grounds:

1. First how the consumer was being misleaded from 22nd March 2020 to June 25th 2020. 

2. Secondly why he was advised to cancel the order and place a new order with fresh payments. 

3. Thirdly why Flipkart did not adjusted the earlier payment which was lying with Flipkart for more than 3 months. 

4. Surprisingly, this order after three days of placing with fresh payment of Rs. 30,999/- also got cancelled on 26th June 2020 and the amount paid by the consumer was promised to be refunded after 9th July 2020. 

The total payment of Rs. 44,748/- stands blocked leading to believe that the company is misappropriating consumers money. Is it the money being used for some ulterior motives. However, surprisingly the later payment which was made through debit card was received by the consumer in his account on the next day but the earlier payments since 22nd March 2020 is still lying with Flipkart.  

The consumers details on date wise events as shared by him are reproduced below:

1. I purchased a Samsung Galaxy S9 (Midnight Black, 64GB) mobile phone with order ID OD118173611491226000 on   22nd March 2020, in an exchange offer where I exchanged with Galaxy S7 edge (IMEI 357327074151727) and paid an amount of Rs. 13,749 through online mode from my credit card. 
2. Due to the outbreak of coronavirus and national lockdown, I did not receive my  order on a promised date by 26th March 2020 and a new date of delivery on or before 15 May 2020 was assigned to me.
3. On 5th May 2020 item was dispatched through Ekart Logistics (FMPP0462646390). And on date 13th May 2020 it arrived at Flipkart Facility Centre, Gurugram.
4. On 15th May 2020, again I did not receive my order and the new delivery date assigned to me was 29th and then 30th May 2020. To be noted that item was still lying at Flipkart Facility Centre, Gurugram as per tracking system. 
5. In between 15^th  to 30^th May 2020, I rase my issue so many time with Flipkart support because support person told me some reasons 
• that they are not delivering this item (Non-essential item) in my area pin code.
• Exchange services are not working.
• That Logistics team is working with less number of staff. 
• That they must sanitize each and every item for Safety issues.
• Due to national lock-down, they need more time to arrange resources to deliver my item. 
• Note:- Here I want to tell that at  same time they told me these things when I place a new order of the same item (with exchange) with the same seller  take 3 days to be delivered at my home. 
6. On 30th May 2020, again I did not receive an item and I  raised a complaint with Flipkart support team where I  was advised to wait till 4th June 2020 and was said that I  can expect the delivery on the same date. The same day I also file my complaint on INGRAM Docket Number: 2032260
7. On 4th June 2020, I was asked for one more additional day i.e 5th June 2020 by 2.00 p.m. in between I raise my complaint on twitter as well.
8. I raise my issue on 4^th June 2020 twitter and then Flipkart Social Media Team person Shushmita ManikPuri contact me & she asks me to give her 24 Hour to communicate with logistics team and revert back to me.
9. On 5th June 2020, again a new date of delivery 8th June 2020 was provided. In the continued scenario, Flipkart provided me with new dates of 9th June,11th June 2020
10. On 7^th June 2020 Flipkart Social Media Team person Shushmita ManikPuri called me and tell me that logistic team is unable to deliver (never deliver) my item because of some issue (they never told me what issues).
11. On 10^th June 2020 I receive an email from Flipkart that the delivery Date is again changed to 19^th June 2020.
12.  On 12^th June 2020 I contact Flipkart support team and request Flipkart agent to transfer my call to a senior support person when I tell him about my issue and ask him some the question then he told me that from 2^nd June our all services are working properly there is no shortage of men power there is no restriction from the government, he also agrees that there is no reason to stop delivery of my item. 
13. On 16^th June 2020 my advocate Naveen  sent a Legal notice to Flipkart Internet Private Limited, Bengaluru (Indian Post RH446622957IN) Delivery Confirmed on 27/06/2020 15:33:36.
14. On 18^th June 2020 Flipkart Team person called me and told me that my item is scheduled to delivered on 19 June 2020 please wait.
15. On 19^th June 2020 again my item is not delivered to me again I raise my issue in front of Flipkart. 
16. On 20^th June 2020 I received mail from Flipkart with this stance “We're sorry to let you know that there has been an unexpected delay in having your order delivered. We are working closely with the service providers to get this sorted and we will get back to you as soon as possible.” On Same day I register my Grievance again on INGRAM docket number: 2067957. 

17.On 25th June 2020 I received a mail from  AMANDEEP KAUR, Flipkart Customer Support with these sentence “We were trying to sort this out with the courier service provider, however, we see that logistic partner are unable to deliver your order so please cancel this order and place a fresh order. This is not something which we would want you to experience and have shared feedback with the seller so they can put additional measures in place to ensure on-time deliveries of orders. If you like, you can place a new order for the desired product and the seller will try and make sure that it reaches you on time.” 

18.On the basis of that mail, I managed and place a pre-paid order of ₨. 30999 on the same day i.e 25^nd June 2020 (OD118993406401116000) and I shared all information about this order with   Flipkart. New Order has been successfully placed with the delivery date 30^th June 2020. 

19.  On 26^th June 2020 I received notification, SMS and Email that “order has been shipped” with Ekart Tracking ID FMPP0487329458 in the morning. On the same day in the night at 9:34 PM, I received a mail from Flipkart that my new order has been cancelled. I try to contact Flipkart, I mail my concern with Flipkart but there is no reply from there side. 

20. On 27^th June 2020 Flipkart send me a  mail related to my previous order that “Your order for Samsung Galaxy S9 (Midnight Black, 64 GB) is on track and will be delivered as scheduled.” Notice that they are not providing any date since 19 June 2020. 

21.  From 15 May to till date I sent emails and register my grievance by several other means such as (on Call, Twitter and Flipkart supports) but all effort went into vain.

(This transaction as per author's opinion require to be investigated by the appropriate agencies as well as Flipkart to come forward to make refund of the amount with 18% interest plus trauma that the consumer has been compelled to undergo specially during Corona Pandemic) 

Case No. 4

Ms. Sakshi Chugh 

(Order Dt. 20^th May 2020, Order Value: Rs.28,499/- )

Product Delivery Date: 22^nd May 2020

Product found defective and Return Policy ended on 1^st June 2020 and therefore return rejected by Flipkart on 25^th June 2020 despite knowing fully that the machine supplied was found defective on its installation.

The consumer purchased a fully automatic machine which was delivered on time. When the technician visited consumer for installation, it was found to be a defective and the technician advised to get it replaced. The consumer placed a replacement request on Flipkart on the same day. 

The washing machine had a return policy till 1^st June 2020. However, due to corona pandemic, the family found a Covid 19 positive case on 31^st May 2020. The consumer requested Flipkart not to come and explained everything. After few days, the consumer called Flipkart and requested on 12^th June 2020 to replace the machine on 18^th June 2020 the date of end of quarantine period as the house will remain senitised. But as there is a flipkart policy a technician came to confirm the raised request, but the technician denied to visit our house saying due to covid patient, he will not be coming and if the consumer wish to complain against him can do so. It happened two times and the return request was cancelled automatically.

Flipkart have not been responding to the calls.  Flipkart behavior with the consumer is not understandable as the machine was defective which was confirmed by their technician itself on 24^th May 2020 and the consumer placed the return request with Flipkart of 24^th May 2020 itself. Flipkart cannot escape from the responsibility of its replacement and all corrective action should have been initiated as appropriately knowing fully the machine being defective. The quarantine period and containment zones guidelines are completely out of control of the consumer and the ethical business demands immediate replacement of the product or refund of the amount. In several cases it has been found that Flipkart was denying deliveries to the consumers taking excuse of corona pandemic. If it can take advantage of pandemic for non-delivery of goods, the same criteria could be applicable logically for consumer also for its return pickup.

Case No. 5

Mr. Dinesh Bhatia (Order ID: 118769761931939000 dtd. 30^th May 2020 for Rs. 78,990/-  The consumer who paid the hard earned money of Rs. 79,000/- or so through credit card could not get the laptop. Flipkart retained money and the consumer has neither received the product nor the money back till the time of writing this post i.e 26^th June 2020. Consumer is also afraid as to the Flipkart has blocked the amount for unprofessional commercial gains and ICICI Bank is likely to start its EMI as scheduled in first week of July 2020. The content of the date wise event report as shared by the consumer is as below:

• I was looking for a laptop which could be delivered to me within 7-10 days. I found one good laptop on flipkart at reasonable price and the delivery dates mention on the product page was good for me, it was within 6-7 days delivery to my address.
•  On 30^th May 2020 I ordered a Laptop worth 78,990/- (prepaid)
•  Expected delivery date on tracking details was 7^th June 2020. And the product should have been shipped by seller by 1^st June 2020. On 3^rd June I saw that the product was still with the Seller and status showed waiting for courier partner to pick it up and ship.On 6^th June the status was same and the product was with seller.
• Same day I contacted customer care and told them about the same and they said your product will be delivered to you by the assured date i.e 7^th June 2020 and disconnected.
• On 7^th June Neither the product came neither the status changed . Still it said waiting for courier partner for pickup.
• Again I contacted them and then they said product will be delivered by 12^th June 2020 due to “unforeseen” issues which they dnt defined. And changed the tracking status to 12^th June 2020.
• On 10^th June 2020 the status was same and product was still with seller. I called them and they again assured me that it will be delivered by 12^th June 2020, I tried explaining them that it is impossible because the product is with seller and has not been shipped to be delivered to me. They just kept on repeating sorry and told me that it will be delivered by 12^th June.
• 12^th June 2020(Friday)  same thing happened ,status remained same and by evening   I contacted them about the same and now they transferred my call to their so called “specialist” . He told me that seller was having a issue generating tracking details for the product to be shipped so now after 13+ days he decided to change the courier partner and ship my product within 24-48 hours and it will be delivered to me by Wednesday i.e 17^th June 2020. And then I asked him to send me in writing that product will be shipped by 24-48 hours so he mailed me(attached).
• Days passed and the status was same on 13^th or 14^th June I tried contacting the same “specialist” but customer care where no willing to transfer or arrange a call back from the same person who assured me about the delivery date in written.
• In between 13^th – 16^th I contacted flipkart via tweeter and DMs and I got the same scripted reply that it will be shipped by 17^th June 2020.
• 16^th June 2020 and the status was same and the product was not delivered to me and was with seller. I called them argued with them and same sorry and many other scripted words came from their side and then again changed the delivery date to 22^nd June 2020.Then I cancelled my order and applied for refund. And was assured that I will get refund within 7 working days by 24^th June 2020.
• They told me that seller has initiated the refund and will reflect by 24^th June 2020 as per standard banking procedure.
• On 24^th June 2020 my account did not reflect the refund and I tried contacting them but these guys dnt call back neither reply on DMs.
•  Same day I called my bank and they too confirmed that refund has not credited in my account. And they even told me that till now the flipkart has not initiated the refund from their end. So my bank directly sent a refund request from their own side.
•  On refund status it says REFUND COMPLETED.

 

Case No. 6

Mr. Kamal Kant

Order Value Rs. 9,499/- and Dt.25th May 2020

Issues (as framed from the email received from the consumer):

1.   The consumer has ordered for a study table from flipkart on 25th of May 2020.

2.   Due to covid pandemic across the world including India, the payment option for Cash on Delivery was not available. He had no option but to pay Rs. 9,499/ through online payment system.  

3.   Delivery was expected on 5th June 2020. There was no tracking and phone number provided by Flipkart or sellers during these days which is usually provided by most sellers like Amazon etc.

4.   The consumer was tracking the order on Flipkart app only.

5.  On 5th June, the consumer got shocked to check on App showing that his order updated as already delivered and the date of delivery was indicated 4th June 2020, at 11:59 PM  midnight.

6.  Surprisingly, the order was also found updated with Installation and Demo on 7^th June 2020.

7.   The consumer raised the issue before Flipkart through their call service. He was told that the issue would get resolved by Flipkart by 11th June, 2020. Thinking the possibility of some misunderstanding by Flipkart, the consumer waited till 11^th June 2020. On contacting again Flipkart on 11^th June 2020, he was informed that their backend team is working on it and they would get back to him in the next 48 hrs.

8.   Not finding any redressal to his problem, the consumer initiated raising his concern on social media like twitter duly tagging Flipkart support team and other flipkart Ids. He was only being assured of the matter is being looked into. When the consumer contacted Flipkart on 11th June 2020,  they only assured that their back end team is working on it and said they are looking into this issue. After  48 hrs I called them again and asked the status, the executive was clueless about the ticket he was again asking 48 hr without giving me any proper and satisfactory answer, I had no choice  so I asked him to connect me to his floor supervisor. After keeping me on hold for more then half n hr I got the chance to talk to the floor supervisor but my hope turned into disappointment when the supervisor was helpless. He said he can only raise a fresh concern only which he is capable of. and asked me to wait again for 48-72 hrs.

9.   Meanwhile the consumer was constantly raising this issue on twitter. But at the same time clueless answers from flipkart like "be assured they are working on it".

10.The consumer also raised an online grievance against Flipkart as well but not sure when he will get his ordered product or the refund.

Case No. 7

Mr. A Nagraju

(Order ID 118163508050079000 dtd. 21^st March 2020, Value of order (less exchange price of Rs. Rs. 16,999/- minus exchange offer of Rs. 4,850/ i.e net price of Rs. 12,249/-)

1.    As per screenshot shared by the consumer, it seems the consumer has ordered for a mobile LG, G7 on 21^st March 2020.

2.    The items was despatched by the Flipkart on 4^th May 2020. The tracking report says, the items shipped and at various stages from 4^th June 2020 to 12^th June 2020.

3.    The consumer was surprised / shocked to see all of a sudden that the shipment has been cancelled by Flipkart on 27^th June 2020. There is no tracking report between 12 th June 2020 to 27^th June 2020 as well there is no reason about the circumstances compelling the Flipkart to cancel the shipment on 27^th June 2020. There is a grey area where it is not understood as to when the ordered item had reached final destination on 12^th June 2020, why it could not be delivered to the consumer till 27^th June 2020. Whether such tracking reports are manipulated to mislead the consumer.  The consumer was just informed cancellation ID on 27^th June 2020 saying cancellation of order and refund to his credit card of Bajaj Finance Card account on 3^rd July 2020 (the refund of Rs. 12,149 after deducting of Rs. 100/- as pick up charge). Deducting Rs. 100/- as pick up charge reflects highly unfair conduct of any business house as the order was cancelled by Flipkart without even discussing with the consumer whose money is likely to be blocked for more than at least three months or even more as in the meantime the consumer EMI would also have started by the time.

4.    The prices of the ordered item seems to have gone up as it has another offer of Rs. 20,999/- as against the ordered price of Rs. 16,999/-.

(Is it not amounting to misappropriate consumer money for more than three months? Instead of refunding with the interest, the Flipkart has preferred to even deduct pick up charges of Rs. 100/- despite the cancellation was done by Flipkart on its own)

Case No. 8

Ms. Kanchan Vasdev(Order ID: OD118893035861529000 dtd. 14^th June 2020), Patiala, Punjab Order Value: Rs. 21,999/- Payment Partner: HDFC Bank

1.  I am narrating my experience with Flipkart here. I ordered a BPL dishwasher worth RS 21,999 from Flipkart which was delivered to me on June 19. The product was damaged from its lid. We reported the matter to Flipkart. But there was no reply for three days.

2.  I requested Flipkart for a call from a customer care representative but it never came. I recorded my issue on their portal and waited for their response. The portal said the machine would be installed on the same day on June 19. But even after 9 days, nobody has reached me.

3.  After, not getting any response from them, I decided to tweet them tagging their official handle. I finally got a call from them on June 22 evening with the representative seeking 48 hours. I requested him to send a technician and I will be fine if the machine is seen and can be repaired here only as we needed it for our elderly mother who has to do all her chores herself as it is not advisable for her to call a maid amid Covid. The dishwasher was purchased only to give her some relief. But even after spending 22k and waiting for 9 days, the issue has not been resolved.

4.  The promise of the representative that I should give them 48 hours did not yield anything. It has been six days since then. Interestingly, their portal lists my issue resolved now.

5.  I then tweeted their CEO on Thursday morning. There has been no action just that I got automated replies from Flipkart support.

6.   I have now applied for the return of the product. But it says it will be actioned after July 7. I am harassed. Even after spending money, I have not been able to provide relief to my mother. This is deficiency in service. And I do not even know what to do. I have registered my compliant with the consumer forum of government of india online also

Case No. 9

Mr. Ashish Ranjan Swain.

This case does not come under the category of Consumer Issues as he is registered with Flipkart as "Seller". This is an indication that Flipkart is not even maintaining relations with sellers to solve their problems which ultimately would affect the services to the consumers. Surprisingly the registered seller is also using social media to get his grievance redress reflecting poor complaint handling system in Flipkart.  A mail as received from him is reproduced below: 

"I am Ashish Ranjan Swain ,Proprietor of Global Computer ,A small business holder in Cuttack,Odisha has registered with Flipkart to sell my products through them to their customers as they had confirmed to me that time was

"1.They will deduct 9% commission from my product value as my products belong to 9% commission of their term and condition schedule.

2.The courier charges should be extra(If the buyer will pay or deduct from my product value)

3.They will credit the sell amount after 15 days of product successful delivery to the buyer.

4.If the product returns in damaged or broken condition or wrong product returned by buyer ,then they will pay the product value to me under their SPF(Seller Protection Fund) category for which I will never bear the loss.

The above conditions were confirmed me by them through telephonic conversation that time .But now since Mach 2020 they haven't been paying me any amount against the damaged,broken and wrong returned products even a single rupee after clarifying all the details to them.They answering only one reply repeatedly in every ticket raised by me  and rejected my all concerned claims for damaged,broken or wrong Product returned by them.And till now they have returned the products of more than Rs. 4 Lacs  products value in wrong ,damaged and broken condition.

Thanking You

Global Computer "

Case No. 10

Mr. Ankit 

Order ID OD118905792578020000

Order Dt. 15th June 2020

Order Value: Rs.11,999/-

As per information shared by the consumer, he has placed an order for Realme Narzo 10 128 GB Mobile. The item was delivered on 19th June 2020. However, to his surprise, the item received was a keypad mobile. The consumer contacted Flipkart informing about wrong delivery of the item and requested for the replacement. The Flipkart stopped responding and now his account registered with Flipkart has been blocked as per his post on tweeter.