Subject: Urgent Complaint: Unresolved Installation Charges & Unacceptable Customer Service Experience -Please share Screenshot with us - OD437139940094585100 [Incident: IN26032908460669129910]
Hi Flipkart Support Team,
I am writing to formally escalate my complaint regarding the extremely unsatisfactory experience with my recent order of 7 Atomberg fans, which were clearly listed with free installation.
Due to an apparent glitch/internal error from Flipkart, I was incorrectly charged installation fees. When I initially contacted customer support, I was explicitly informed that I did not need to pay these charges. You may verify this through your call recordings and previous incident logs.
However, I was later advised to proceed with the payment temporarily, with a clear assurance that the amount would be fully reimbursed either to my Flipkart Wallet or original payment source. This was not a one-off statement—it was repeatedly confirmed by 3–4 senior escalation team members after discussions lasting more than 6 hours.
Based on these consistent assurances, I shared my personal payment screenshots and account details, trusting Flipkart’s commitment to resolve the issue.
However, the handling of this matter thereafter has been completely unacceptable:
I received a call from Ms. Akanksha Kumari, who abruptly stated that Flipkart cannot take any further action.
She claimed there is a Flipkart policy requiring customers to contact the third-party vendor directly and even asked me to obtain a quotation. However, when asked to provide where this policy is documented, no clarification or proof was provided.
I was directed to contact the third-party vendor Jeeves (
support@jeeves.co.in), which is unacceptable as my purchase and service agreement is with Flipkart, not the vendor.
Despite requesting more than 10 times to escalate the call to a senior authority, my request was refused, with the statement that seniors would repeat the same response.
The call was then disconnected abruptly without my consent, and the incident was closed without any resolution.
This level of service is highly unprofessional and raises serious concerns.
Key issues that require immediate explanation:
Why was I asked to share personal payment details and screenshots if Flipkart had no authority or intention to process the refund?
Why were repeated assurances provided by multiple senior escalation members, if they were not going to be honored?
On what basis is the responsibility now being shifted to a third-party vendor, when the service was promised under Flipkart?
Why was my complaint closed without resolution, and why was escalation denied despite multiple requests?
As a result of this experience:
I have wasted over 6 hours of my time.
I have incurred an unnecessary financial burden due to Flipkart’s internal error.
My personal data was collected under false assurances, which is a serious concern.
I expect immediate corrective action, including:
Full reimbursement of the wrongly charged installation amount
A clear and documented explanation of the policy being cited
Accountability for the mishandling and closure of my case without resolution
If this issue is not reopened and resolved promptly, I will be compelled to take strict action by escalating this matter to consumer forums and appropriate authorities for:
Misleading commitments
Deficient customer service
Mishandling of personal data
I expect a prompt, transparent, and final resolution—without further deflection.
Regards,
Shashi Roushan
