Flipkart - Flipkart Product Delivered But No Installation Done

I bought an AO Smith Z* ** L RO Water Purifier from Flipkart on **th September **** for a School, where small children are studying.

They delivered the product on **th October **** and they committed the installation will be done by **th of October, ****.

Nobody turned up on **th October to install the product, so I had to call Flipkart Customer Service on the same day and registered the complaint. They assured me, they will sort this out on the **th of October ****.

Yesterday was **th October **** and nobody turned up again, instead, I received a call from them and they told me that they are looking into the matter and will resolve the issue.

I told the executive, if they failed to do the installation on the **th of October ****, I don't want the product and asked them to refund. He said OK, and after disconnecting the call I received an email stating that they had escalated the issue and it will be sorted out by **rd of October ****.

Right up, I called their customer support and told them that if they didn't install the product by **th October ****, I don't need the product, and to cancel the order and to give me a refund. At that time, they are saying that is not possible to give the refund as they had mentioned in their return policy, the product can be only replaced and cannot refund. I told them that, I am returning the product as they failed to deliver their commitment twice and I can't wait anymore, as the small children at school are consuming the water bought from the outside sources. And also I am afraid of the after-sales service as well as my initial experience was such.

Also Flipkart has mentioned in my order page that the return policy is valid till **th October ****, which is today, So today morning I cancel the order, my case was not listed there, so I mentioned that it was quality issue and hence I am canceling it and while canceling, they had only given me the option to request for the replacement and no refund. So I just went ahead with that. I called their customer support again and repeated my case and told them I had canceled the product and I need the refund and not the replacement as they had continuously failed to deliver their promises. They said it is not possible for a refund, again they committed that they will come and do the installation by *nd November ****. I clearly told them, I don't need the product, because of the pathetic service. I told them to get me to their superiors, which they didn't do.

I told them if they are not giving the refund, I am going to take them to the court. I just want to know the chances and time frame it will take to get this issue resolved. Now clearly I don't need their product as they failed to keep their commitment, what I need is a complete refund. I also would like to know, if I can recover my legal charges as well.

Thanks and regards