Worst Logistic and Customer Care Staff. Review on Flipkart

To start with - I wish there was a zero star or in minus if possible. Ordered a sweatshirt from Flipkart which was now due to be delivered 3 days back. Got a call as expected on the first day in the afternoon and informed them that I'll be available at home after 5 PM as I am a working person. The delivery person confirmed the same on he first day but failed to show up. The second day I get a call again in the afternoon and like a patient customer I inform them that I'll be home after 5 PM. The delivery guy confirms the same and says the item will get delivered after 5. I wait again and when no one shows up I called up the delivery person again and he says that another person will deliver it in the evening and he assures me that I'll get the order the same day. 20 minutes later I get a message say that the order has been rescheduled as per "my request" for the next day. Appalled, I call up customer service and the moron on the line says he'll raise a complaint against the logistics team and action will be taken in the next 48 hours(an additional 24 hrs to the latest message commitment - a hilarious joke). I told him that I wanted my order delivered and asked to share the contact information of the local delivery center so that I could coordinate with them. Raising a complaint against the delivery team would really not do me any good. He didn't have a number available and continues ranting about raising a complaint about the delivery staff over and over again. As he clearly didnt get the point I was making I asked for a supervisor and was transferred to the escalation desk. I went through exactly the same conversation with an even more stubborn person who did not offer any help and only wanted to get of the call. Asked for a manager. In comes a floor supervisor(Richa or Rashmi - cant recal) who went through the same verbal rant and could not provide me with a simple number so that I could follow up with the logistic staff and was even more incompetent and rude than the previous 2 representatives(god help their customers). She would not stop interrupting and used an extremely impolite tone and needs to be give basic VnA/Core training. I would put the focus area for her as soft skills. Moving on annoyed at her incompetence, I asked for a Manager. In comes Mr Mohsin Khan in the picture. Gives me his personal assurance to allow them one more chance and said would email the delivery center to ensure that the order was delivered under any circumstances the next day. He too unfortunately was not able to provide the contact details of the logistics team. He was relatively polite and taking the word or a manager I gave in and agreed to wait another day.

The following day

I get a call in the afternoon from the delivery person who is just calling to confirm the time I'd be home and assured me that the order would definitely arrive the same day after 5pm. As I wait at home for the order to get delivered and it's 17:30 I get another message from Flipkart. Guess what. another reschedule for the next day. I call up the logistics person and he says the morning people keep making these mistakes and that he will not be able to get it till the next day.

I call up the call center and ask for manager as the last interaction I'd had was with one and didnt want to go through the hour of explaining all over again. The first person Gaurav Raj refuses to transfer the call to a manager despite me explaining why I was asking for a manager raising it is not their procedure. I think he doesnt realise an annoyed customer doesnt really care about their procedures. I admit my tone got high after minutes of pleasing with him to go speak with a manager and explain why I was asking for one on them and his relentless blabbering of "this is not our procedure". He then had the cheek to tell me that if I raised my voice he'd disconnect my call. Did he forget that my voice was raised because he was the one annoying me. Finally since we werent getting anywhere, I asked him to transfer me to whichever next level their "procedure allowed". I speak with Ajay and I explain to him the reason why I want to speak to a manager and that it was better if he let the manager handle it as I didnt want to get rude with him as I was already annoyed with the previous person. Ajay thankfully goes to speak to the management team, however, is shunned by them. He informed me that they are busy with their day to day work and cannot come to the phone. You'd think their day to day work was ensuring their staff was competent, well training and their customers were happy. Apparently that's not the case as they had other day to day things to do. I asked Ajay to try speaking to them again and the poor fellow actually went to check with the again but his request was declined. Understanding it want his fault I thanked him for his effort and ended the call.

From past experience, companies as this only begin taking ownership of something when it comes to their reputations being at stake. So I do the obvious thing and post the concern on their facebook wall which, however, does not permit a post to be displayed unless it has been reviewed. Might I add I had posted something the previous day but did not extensively follow up on it. I'm informed in a comment to the post(still not public) that someone will be getting touch with me.

30 minutes later I get a call from Shazia in the social media team who has spoken to the delivery hub and had arranged for the order to be delivered the same day. While she was on the call with me I got a call from a new delivery guy tom say he'd be bringing my order shortly. She then explained to me that the customer service team does not have authority to reach out to the hub directly and the social media team does. If you think about it, it should be the other way around(dont know what they were thinking). Any how she was polite and apologetic and finally got the job done which the first person I spoke to should have. A justification as authority or procedure or an excuse does not help anyone. After 3 days, hours on the phone and the web, finally I got a resolution. Whats bothering especially is that everyone understands and agrees that you are not wrong and that you've had a bad experience but unless and until you reach a point of hostility, nobody offers you a resolution.

My advise, spend your money else where, unless you like be disappointed, annoyed and stressed out unnecessarily You get better service from other online retailers whose staff have a "can do" attitude rather than the "oh crap this is that one bad call of the day" staff. I'm thankful to Shazia for resolving the issue but I will not be using Flipkart ever again.