Flipkart - Damaged product received

I had placed an order for Wonderchef Royal Velvet cookware set on your application. When it had been delivered in a disfigured packing box, and * of the cookware was dented, and the rest of the set looked used. I had placed a request for replacement for the same. The replacement product, when arrived, was not allowed to be checked in the presence of the Delivery Agent. And the products in the packaging were even more trashed, and deformed. Finally, I contacted the Customer Support for assistance, shared my grievance, and asked for yet another replacement. The Customer Service Representative, however, said it won’t be possible, giving a very ambiguous reply of either the seller not having the product, or a second replacement not being permitted. He made an offer to return with a refund, and I had no other choice but opt for that.

Things started going downhill when I was notified that the seller rejected the return of the product, and I created a second request to return the product in the app with the images of the product. The request was accepted and forwarded to the seller, but again, I was notified that the seller can not fulfill my request. Dejected, I contacted the Customer Support once more, and stated the issue, and the Customer Service Rep filed another return order to the seller for me, and asked me to wait for another ** hours. Mind you, the Return Policy Period window was short, and close to expiring. When I asked the same, I was assured by her that, since the seller was rejecting the return requests, “it can be possible to file returns from Flipkart’s end”, even after the Return Policy Period window expires.

I waited patiently, but within ** hours, I got yet another notification, stating the seller rejected the return request, and I understood this is going to be a long game that’ll be played. As I was going to give a feedback to this notification, I immediately got another mail, asking for my Aadhar or Pan Card details in full to help me with the return request. I was dubious and skeptical, especially when it asked me to acknowledge the clause “I give my express consent to Flipkart for collection, use and/or disclosure of my information provided in this mail and the documents attached hereto for the purpose of authenticating my Flipkart Account.” when I submit the ID Proof, which would be shared by me, through a third-party service provider. I questioned why it is required, especially since I have to share my personal details through a third-party service provider, risking my confidentialities. I got no reply for this query. As I proceeded to give the feedback to the previous notification (as mentioned before), I got to know that my account was blocked.

I know about the policy where, if a customer does too many returns the system will block the customer. But in my case it was done as the seller rejected the return. And now that my account is blocked. I left in dark with no option but to loose my money for no fault of mine. Whereas the seller who deliberately ( which is understood from the way he sent damaged product twice and not accepting the return) selling damaged cheap product on Flipkart platform is not punished.