Flipkart - LG 1 5 Star Dual Inverter incorrect product delivered not matching the serial number mentioned in

Hello Team,

We have a bigger issue with an incorrect product that's sent to us * years back. It was not an issue until recently when we tried to get the AC repaired through the extended warranty of flipkart's. We were informed that they won't be able to take in the service request for the AC as the serial number of the product doesn't match with the invoice and asked us to check with Flipkart again to get this sorted at the backend so that the servicing guys can come in for the repair.

We intimated Flipkart and confirmed that we don't posses the brand box anymore. No one would face an issue where the seller sends a wrong product instead of the one that was to order actually. This information of the unavailability of the brandbox was passed to Flipkart and seller; and Based on the backend team's call, the seller accepted their mistakes and agreed to take the return and refund the AC amount along with its extended warranty without the availability of brandbox. The product was uninstalled and The pickup was scheduled however the wishmaster denied the pickup and now the return has been cancelled. Even after talking to flipkart's service team multiple times, no one seems to take notice and are closing incidents without giving any proper resolution.

They are giving the excuse of the refund policies but what about the policies which the seller has to abide to I.e. sending the correct products which the customer orders. Seller can't talk about policies when the mistake has been made from their side in the very first place.

Also the second issues is with the seller not agreeing to the refund of the installation amount. This has to be the responsibility of the seller again as the agony was caused due to them. Since it's sellers mistake for which we had to pay the price and hence will will have to end up paying the installation again for a new AC and ultimatel it will be double payment for sellers mistake.

It's summer and the issue is ongoing from last ** days with no clear resolutions. Could you please help in getting it done escalated to the right authorities.

Thanks,
Parveen