Flipkart Internet Private Limited - Deficiency in services relating Ignite Pro program

To

The CEO,

Flipkart Internet Private Limited (“Flipkart”),

Buildings Alyssa, Begonia & Clove Embassy Tech Village,

Outer Ring Road, Devarabeesanahalli Village, Bengaluru, ******


In accordance with the instructions of my client, Ankit Kabra (hereinafter referred to as "Client"), having mobile number +************, having email –Ankit.kabra***@gmail.com, and resident of Jaipur, Rajasthan (Full Address- Govindam **, Bhagat path, Murlipura, Jaipur ,Pin ****** , I hereby issue this notice to you as follows:

*. My client instructs me to state that he subscribed to your Ignite Pro Seller Support Program (“Ignite Program”) on **th Oct **** for a period of * months and had paid Rs. *,*** for Ignite Program to avail various support services from the Flipkart seller support team such as (a) catalogue creation, (b) image editing, (c) rich product description, (d) inbound calls, (e) * outbound calls in a week, (f) ad credits worth Rs. **** for running an ad campaign, (g) growth session to increase sales etc. A copy of the email stating the benefits of the Ignite Plan (“Annexure *”) and receipt of payment for the Ignite Plan (“Annexure *”) are enclosed herewith.

*. My Client further instructs me to state that there is a major deficiency in providing the services mentioned above; these services were promised by Flipkart’s salesperson on a Google Meet call on **th Oct **** held between *:** PM to *:** PM. The listing of Client’s product done by Flipkart’s team pursuant to the Client’s purchase of the Ignite Plan for the products can be seen through the link: (link- http://dl.flipkart.com/dl/nidhi-collection-brass-gold-green-pink-jewelleryset/p/itmebdf*ba*e**da?pid=JWSH*H*BFYWVZH*F&cmpid=product.share.pp&lid=LSTJWSH*H*BFYWVZH*FOEBS*C). The Client provided all requisite details to the Flipkart team to list his products, however, even after providing all the necessary information to Flipkart, the Client’s products were shown as out of stock on the Flipkart website.


*. My Client further instructed me to state that my Client has provided all the requisite details to the Flipkart team for his products to be listed on the Flipkart website. The Client has provided all information required for listing his products to the Flipkart team through emails, calls, and by filling in forms/entering information on the Flipkart website from time to time, but the Flipkart team has not acted on due time and took multiple follow-ups to deliver the things that too incomplete.

*. My Client further instructs me to state that, initially, Flipkart has assigned one of its employees, Mr. Abhijeet Chauhan, having email address aegis.********@partner.flipkart.com as a point of contact for my Client’s account (“Coordinator *”) on **th Oct **** even if the plan began from **th Oct ****. My Client provided him with the details of ** products and the requisite images. My Client has instructed Coordinator * to enhance the images, as image enhancement and editing is part of the Ignite Pro Plan. My client had provided all the requisite information by **th Oct ****. Coordinator * committed to my client that within ** working days, the product listing would be completed. The coordinator * went on leave due to a medical emergency. My Client kept contacting him via email dated **th October **** and **th Oct **** but did not get any response. Later on, on **st Oct ****, my Client contacted the seller support team on the inbound contact number and was informed that due to some medical issue, Coordinator * has not been available since **th Oct ****; however, in the meantime, no person was assigned to my Client by Flipkart team.

*. My client further instructed me to state that, on **rd November, Coordinator * called my client and told him about the issue of his being on leave due to medical exigencies. He also shared samples of images that were to be uploaded to the Flipkart website. My client states that the images shared by Coordinator * were not enhanced or edited and were identical to the images provided by the Client initially.

*. My client further instructed me to state that during his conversation on **rd Oct ****, my Client asked Coordinator * to rework images and get them enhanced and edited, as promised under the T&Cs. However, Coordinator * listed * products with unenhanced/unedited images without editing or enhancing images and uploaded them to the catalogs with the following deficiencies: -
(a) Defective descriptions such as incorrect product features; and
(b) Wrong images of the product, such as Product * images inserted in the catalog of Product *,

this led my client to suffer a severe reputation loss and exposed my client to potential legal suits from potential customers buying/ordering the incorrectly labeled products.

*. My client further instructs me to state that the Flipkart team has failed to provide the growth sessions that are part of the Ignite Pro Plan as per the T&Cs. Flipkart representative had informed my Client when purchasing the Ignite Plan that Growth sessions would be provided to boost sales and that my Client would be informed about tactics to boost sales, such as which keywords to use in catalog creation and other valuable strategies that help boost sales. My Client attended * session on **th Oct since Coordinator * said to my Client that after taking * session, the services would get started, and one more session after the appointment of Coordinator * on *th Nov **** since the same was insisted by Coordinator *. Still, during both sessions, the Organizer could not provide any valuable additions since they believed that nothing could be delivered concerning the Growth sessions without catalogs.

*. My Client further instructs me to state that my Client has raised the issue mentioned above via (a) complain tickets on Flipkart (Snapshot of the tickets are enclosed as Annexure *) (b) tweets on his social media handle on X(Twitter) and (c) posts on his social media handle on Facebook. Screenshot pertaining to the posts on social media is enclosed herewith as Annexure *A.

*. My client further instructed me to state that he was appeached by one of the executives of the Flipkart social media handling team on **th Oct **** over a telephonic call consequent to the several tickets raised on the help desk and matter posted on the Social media, who assured my client that he would rectify all the deficiencies in services. The support executive acknowledged the deficiency in service highlighted by my Client, provided a new coordinator Mr. Vishal Sharma “the New Coordinator (“Coordinator *”) to my client and extended my Client’s Ignite Plan by ** days. Since they were in default in providing the services, they promised to provide lifestyle images (AI-driven), rich product descriptions, and all * Growth sessions, including * Growth session, which was already done on **th Oct ****.

**. My Client further instructs me to state that, consequent to the conversion dated **th Oct ****, as mentioned in point No. **, he again believed in the Flipkart team and started working with them; and on **th Oct, he agreed to share the details for catalogs with Mr. Vishal “the Coordinator *” on its email address aegis.********@partner.flipkart.com. The assigned Coordinator * was ill-mannered and often behaved rudely with my Client. Still, my client ignored his behavior, cooperated with him, and provided all the requisite information from time to time. My client shared details of all ** products on *th Nov **** and shared the inputs of images duly edited at my Client's end because previously, image editing was not done by the Flipkart team. At the time of sharing these Images, my Client clearly told Coordinator * to upscale the images and match them with the standard of the Flipkart catalog. The coordinator further informed my Client that it would take around * working days to provide output relating to Image editing, and another * working days would be taken in cataloging.

**. My Client further instructed me to state that, after waiting for * working days, he has done rigorous follow-up and finally received a call from Coordinator * on **th November **** stating that they were not doing anything with the images since they were satisfied with the images. My client emphasized that these images required further enhancing and editing, which was promised under T&Cs. However, Coordinator * was stubborn and insisted my client to list the products with the available images.

**. My Client further instructs me to state that on **th November, after doing multiple follow-ups, Coordinator * finally listed my Client’s products with many defects including:
(a) variations of the products were not created correctly in the listings,
(b) Images of Product A were uploaded on Product B,
(c) listed are showing as out of Stock.

My Client’s email containing the details sent to Coordinator *, follow-up with the coordinator, and update from the coordinator is enclosed in Annexure *

**. My Client further instructs me to state that my client raised the point to Coordinator * on **th November **** that the products which are listed by them were showing as out of stock and variations(with respect to different colors of a product) of the product have not been created. In response to the concerns raised by my Client, Coordinator *, who was ultimately responsible for appropriate listings, asked my Client to raise the ticket on the Flipkart help desk. After hearing this from Coordinator *, my client was shocked and asked him to get things done since it's the coordinator's job to list the product correctly. My client believed that it was not his responsibility to raise a ticket regarding the issues related to the improper listing of the product done by coordinator * and his team. After this incident, my client raised the same issue over the an email dated **th November **** to cc@flipkart.com,ss@flipkart.com, grievance.officer@flipkart.com, stating the fact that my client is thoroughly disappointed with the kind of services were provided by the Flipkart team and would be taking legal action against the Flipkart seller team, but till now, there is no response from the Flipkart team.

**. My Client further instructs me to state that these deficiencies highlight several critical gaps in Flipkart's service delivery, ranging from poor coordination and communication to unfulfilled promises, unprofessional behaviour, and a lack of accountability, ultimately leading to a severely damaged client relationship and deficiency in delivering the services promised under the T&Cs.

**. My Client further instructs me to state that Flipkart has communicated to my Client that the Ignite Plan is non-refundable and refused to refund my Client’s payment made for the Ignite Plan.

**. My client further instructs me to state that there are a lot of complaints made through tickets and otherwise through social media which were resolved/closed by Flipkart without taking feedback from my Client as stated above, but there is no resolution to the problem and this action undertaken by the Flipkart team amount to fraud and cheating.

**. My Client further states that now his coordinator * is calling every day and asking my client again to raise a ticket to resolve the problem related to out-of-stock products but not providing any solution. Ideally, the entire delay is on behalf of Flipkart only, and the entire subscription period is over as of **th December ****, but without delivering any service. Now, my client has not picked any call the last ** days because it is just a waste of time for my client. My Client is strictly want a refund of the amount paid for this subscription and the compensation for waste of time and compensation for filing of legal action.

**. My client further instructs me to state that he has been put through severe mental stress, agony, and financial difficulties due to the deficiency in service as stated above because of your act of not addressing his complaint.

**. My client further instructs me to state that you have broken all forms of communication with my client as of today and are not responding to any requests made by him, which is what has compelled my client to send this legal notice.

**. My client further instructs me to state that due to this cheating, deficiency of service and harassment, my client has been subjected to utmost indignity, humiliation and a loss of self-worth and self-respect. My client has suffered severe financial crises and loss of business/profit.

**. It is hereby called of you to release my client’s initial payment of INR *,*** along with a compensation of Rs.*,**,***/- for the mental torture, agony, humiliation, indignity and financial loss suffered by him, within a period of (*) days of receiving this notice. On failure to do so, my client shall be constrained to initiate against you for redressal of his aforesaid grievances and recovery of the aforesaid amount such proceedings, both civil and criminal as are warranted by law, besides filing a complaint under the statutory provisions of The Consumer Protection Act, **** exclusively at your own risk, cost, responsibility and consequences.