Story of flipkart’s disturbing and irritating customer service

RETURN ID : 1020931023558830681
I ordered an ipad from Flipkart and the day that it was supposed to be delivered to me, the delivery guy got his bag stolen and it had my package in it.
I kept calling EKart the whole day on the day of delivery but no one picked up my call for hours. I then got the personal contact number of the delivery executive from Flipkart helpline and when I contacted him, he told me that the bag got stolen. The bag was stolen in the afternoon but that information wasn’t known to Flipkart even until the late night. I called Flipkart about this and they told me that we still don’t know about this issue so we can’t help you.
When I contacted Flipkart, their senior executive told me that they could not do anything, raise any complaint or let me know what they would do to remedy the situation. He told me that there was a strong probability that the order would beĀ canceled in case the bag was stolen ( they would not deliver a new product to me but cancel the order altogether). I asked him to cancel my order and he did and he told me that the money will be refunded within 4-6 working days. This all happened on 31 May 2017 and it’s 15 June 2017 today but money has still not been refunded.
I purchased the product using No Cost EMI option and since the Flipkart hasn’t refunded money yet, the EMI has already been charged to me by the bank in my current statement. Even when they do refund the money, the interest which bank charges (flipkart took that much amount less from me so it became no cost in that case) will have to be borne by me. I lost a lot of money even when it’s not my fault. Heck, I didn’t even get the product.
When I contacted them on 13th afternoon, they told me that they had raised a complaint and escalated my issue and that the backend team will contact me. Why could that guy on the phone himself not solve my issue ? They told me that the team will contact me by 16th. Wow FLIPKART. It takes 3 days to just make a call to a customer even when the issue is escalated. We are living in the 21st century right now so please join us.
I called them on 15th afternoon again and then the guy told me that the backend team tried to contact me on 15th morning at some time and that my phone was not reachable. They didn’t even try twice. The message I got from Flipkart said that I would get a call from a number starting from +9180679. I have missed calls alert on Vodafone texts me every call that couldn’t get through but there was no call from any such number like this. He said that he will now again put a priority on my case. Again ?!?
I still don’t know when someone from your magical backend support team will call me and how much time will they take to resolve this but I can ensure you that I am done with Flipkart from now on. Congrats on losing a loyal customer.
Really Flipkart? Your crazy valuation is going down all the time. Your prices are going up. You are looking nowhere near breaking even keeping your current burn rate in mind. You are making returns harder ( probably a good thing, but boy will it hurt your revenue! ).
The only good thing that you had was an awesome customer service but EVEN THAT JUST GOT MESSED UP. CONGRATULATIONS.
I have one question though.
How long do you think that your company will survive now?
PS I stopped myself from writing this at least 3-4 times because of the love & respect I have for your technical team who have managed to make such an awesome product and I didn’t want them to be affected by this but kudos to your awesome service (being sarcastic, in case you didn’t quite catch it) at every step, I am forced to write this.