Flipkart's reply came on the video of customers getting soap after ordering an iPhone for Rs 51999!
A Chandigarh-based Flipkart customer was in shock when he opened the package given after ordering the iPhone 12 128GB variant from the e-commerce platform during the Big Billion Days sale.
Simranpal Singh got two bars of Nirma soap instead of an iPhone worth Rs 51,999. "After the Flipkart Wishmaster (delivery person) arrived, I asked him to open the box and started recording the video," Singh said in his blog. A video of the unboxing was posted on the YouTube page 'GoAndroid'.
After looking at the bars of soap, Singh said that he refused to share the OTP with the delivery person as it would mean that the order was received.
After this, the customer said that he has complained to customer care. He said the company accepted the mistake and started refunds within a few hours.
Singh shared, "The issue was resolved by Flipkart's support team and the entire amount was refunded within a few days."
What does Flipkart have to say?
A company spokesperson said, “Flipkart follows a zero-tolerance policy on incidents affecting customer confidence. When the video of the incident of open box delivery by the customer surfaced, our team immediately reached there and processed the full refund. Since the incident, our team is in touch with the customer and is currently investigating the matter internally."
Although this is a rare occurrence, customers need to be cautious while making such high-value purchases online. It is always advisable to record a video of the receiving and unpacking of any expensive orders you place.
Flipkart is said to have an open box delivery option for high-value purchases like mobiles and laptops from select brands as well as most large appliances.
As part of the open box delivery process, the Flipkart Wishmaster (delivery partner) opens the product to the customer at the time of delivery.
In most the cases, these online stores accept videos and photos as evidence and take necessary action. However, if the seller refuses to return, exchange or replace counterfeit or damaged products for you, you can contact the National Consumer Helpline (NCH) to voice your complaints.