Flipkart - Package not delivered on promised date

I placed an order for a laptop on ** February on Flipkart with a clearly promised next-day delivery on ** February before ** PM. The delivery promise was shown at the time of purchase and was a decisive factor in placing the order.
Flipkart accepted payment, processed the order immediately, shipped it the same night, and routed it through Ekart Logistics. On ** February, the order reached the hub nearest to my address and was marked “Out for Delivery” at *:** PM, indicating that delivery was planned and feasible within the promised window.
Despite this, no delivery attempt was made.
At *:** PM, the order status was abruptly changed to “Delivery Rescheduled”, falsely implying customer initiation. I never requested any rescheduling. I remained available throughout the day and had explicitly confirmed availability via Flipkart’s official WhatsApp communication when prompted.
When I contacted Flipkart customer support, I was repeatedly told that the delivery had failed because it was “rescheduled at the customer’s request.” This statement was factually incorrect. After sustained objection, Flipkart representatives admitted that the status update was incorrect and apologised, attributing the error to the delivery executive or internal systems.
This sequence establishes that:
• Flipkart made a next-day delivery promise it could not honour
• The order was marked “Out for Delivery” despite no genuine delivery attempt
• A failed delivery was wrongly attributed to the customer
• Flipkart has no clear policy or accountability mechanism for such failures
• Responsibility was deflected to logistics partners, while Flipkart retained full control over customer communication
• Customers are denied direct access to logistics or accurate delivery information, making verification impossible
• No proactive corrective action or transparency was provided after payment was taken
The issue is not a routine delay, but a misleading service representation followed by false attribution, lack of transparency, and absence of accountability.
The laptop was required for time-sensitive professional work, and the failure to deliver as promised caused avoidable disruption, loss of productive time, and harassment, compounded by repeated misinformation and an opaque support process.
This constitutes deficiency of service and unfair trade practice, where delivery assurances are used to induce payment without the operational intent or capacity to honour them, followed by systemic denial of responsibility.
Relief Sought
A formal finding that the delivery was not rescheduled by the customer and that the status update was incorrect.
Direction to correct Flipkart’s internal delivery and customer-fault records.
Compensation for professional disruption, loss of productive time, and harassment caused by misleading representation and deficient service.
Direction to Flipkart to establish transparency, accountability, and customer access mechanisms for last-mile delivery failures