Flipkart - Product not replaced

I made a purchase with order no# OD******************, Dizo Watch * which is available only on Flipkart and not even in the stores, on **th June and the order was delivered on *nd July. I tried starting the watch multiple times with multiple devices and realized that the Bluetooth in the watch is not working properly.

Hence, I raised a request on *th July for replacement and was assured by your representative that the product will be replaced by **th July. I was really happy with this quick resolution and gave a review on the customer service. You can check the records for the same.

I got a message from Flipkart with a technician's number stating that he will be visiting me. His name was stated as HIMANSHU JANGID and a phone number ********** was shared with me. I gave an immediate call to the technician to confirm his visit time and he mentioned that he hasn't got any such request. I do have phone records that clearly verify this.

Post this I didn't receive a call from him or anyone else. Again, I have clear evidence of this, and can be verified by the network provider as well.

On **th July, when nobody came up for pickup and replacement, I was surprised and checked my order page on Flipkart which said that the replacement is rejected and no replacement can be made as it had crossed the replacement date which is *th July. After reaching out to the customer agent for hours, I got a call from an executive and they said the product can't be replaced to which I clearly asked for a reason. No tech visit happened, nobody came to pick up my replacement and suddenly you say it can't be replaced.

To me, as a customer, it seems like a smart move from Flipkart to falsely state that the technician visit happened on **th July and hence the product can't be replaced. I have all the evidence which shows that no visit happened, in fact, I didn't receive even a single call from any technician. It was I who reached out to him because I wanted a quick resolution. Moreover, all of this happening after *th July ( post the replacement date deadline) also seems like a planned move because then the customer can't do anything.

Now, Flipkart is saying that the seller is doing some verification and it will more time. I clearly asked the executive about what verification is required and got no clear response.

This level of customer service is pathetic and not getting any resolution after wasting so many hours seems more painful. I am raising this matter to you to get a quick resolution post which I might feel forced to take to legal resolution. For me, it's not just about the money but unethical practices and customer harassment which happens so frequently. Why, because you feel that customers can't do anything?

I have recordings of calls with customer executives where they didn't give any email id for the grievance officer.

After going through all of this as a customer I feel tired and helpless and that's the last thing you would want your loyal customers to feel. I have had a wonderful experience with Flipkart so far but sadly this level of service is an absolute spoiler.

Still waiting for the resolution!