Flipkart's Fulfillment and Customer Service -The Ground Reality

Sayan_Dutta · 2022-05-12T15:04:22+00:00

Though the UI(the App and the Website), deals, offers, incentives and checkout experience are unmatched with Flipkart (Better than Amazon India in the past few years) still Customer Support is always a grey area with Flipkart where there’s always a lot left to be desired. Put it simply, it does not meet the world standards when it comes to customer service and doesn’t make the cut to a consumer-first company in my books. ***Where is Flipkart lacking exactly?*** At the worst case scenario, 15 out of 100 will face one of the below issues, but as a company we need to ask ourselves that can an early stage company even afford 15 dissatisfied customers? There are primarily ***two areas*** where they are lacking: ***Delivery Experience:*** Product using Flipkart's warehouse are mostly shipped with Ekart Logistics (Which is a subsidiary of Flipkart Private Limited) and I have some serious doubts regarding their Operational Efficiency. Product gets shipped within a day or so, and then gets stuck for days in a Flipkart/Ekart Delivery Hub for days, resulting in a **stretched delivery period.** Then comes the horrible part of the experience, some really **ill-mannered Ekart Delivery executives**. No need to elaborate, I guess. If Ekart can not deliver order the day the delivery is promised, then they shift the burden to the customers citing 'Our delivery executive tried calling you but you were unavailable, hence we are rescheduling your delivery' when in reality they haven't tried to contact even once. Understandably, Ekart is short of Local Delivery Executives for years. ***Customer Service:*** To start with, Flipkart really has some **incompetent Customer Support** which Flipkart don't want to improve. Most Support Executives don't understand what's the customer's issue and hence are unable to provide any satisfactory resolution, and then on top of that they cut call in the middle. They have even discarded the chat support lately. If anything goes wrong, then good luck. Problem is even deep, when there's a need to place an exchange request (especially for a Smartphone/Electronics). *Sorry for the rant but that's the ground reality.* ***What can possibly be done?*** 1. For timely delivery, they may be requested to deliver all Nothing Phone(1) on priority. 2. For the Customer Support, if some mechanism can be implemented to redirect all the queries and issues from Flipkart to Nothing India Support for Resolution, that would possibly solve many issues in a timely manner. @"manu"#49 Sharma Sir

suhantm

manu if you could also potentially look at amazon as a future partner that’d be epic!

Sayan_Dutta

suhantm +1. Amazon has to be the way forward. Have experienced horrible Flipkart CS few times, now the extra discounts isn’t enough to entice me to shop from Flipkart.

Yash

Sayan_Dutta the extra discounts

Where are those ‘extra’ discounts 😂

I’ve found the prices to be same on both the platforms, however Amazon offers a wider range of products with exchange offers compared to FK.

Also, I use Amazon ICICI Credit Card, so at the end of each month, ~1K to 1.8K are deposited as Amazon Pay balance…depending on amount spent on credit card across Amazon and different apps (Swiggy, Uber, etc.)

Sayan_Dutta

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Yash

Sayan_Dutta Thanks for the info ✌️

manu

Sayan_Dutta I liked the charts. What is the source/app/site?

KanaiyalalJain_Kanaiya_

Sayan_Dutta

You can use https://pricehistory.app/ or Price History Extension

arpan2308

manu you will find such price history trend on many websites and google chrome add-ins. One such website is https://pricehistory.in/

arpan2308

manu Following is the price trend on the same website on Ear(1)

Sayan_Dutta

Hi, Sir @manu ! Arpan has rightly suggested the website which is pricehistory.in , they also have a companion app in Playstore and appstore. Thank you.

manu

Super, thx and appreciate.

sethisidd

Sayan_Dutta

I recently faced something similar where the ordered phone was delivered after 15 Days of promised date.
Had raised 3 complaints in this period. Finally the one raised via Twitter helped.

That said, not sure if Nothing would be able to enforce conditions related to delivery with Flipkart, but if it does, nothing like it.

Sayan_Dutta

sethisidd That’s pretty sad, pal. Ekart’s operational efficiency to blame here. I think it’s possible to redirect the post sales issues to Nothing India Support, and for delivery, well, you just have to accept a little bit late delivery :/

Srjth

The only good side i will say about Flipkart is that i got my ear(1) on time and with great deal …but rest of the purchases i made i had delay for a laptop purchase which i did i was in dark not knowing what is happening the customer representative telling will put on hold while looking for more details and cut the call without providing any details on the order this has happened many times and had to cancel the order due these issues ….but then Amazon has good customer service but alot of retailers sell fake products with higher price which goes with Flipkart but those prices get lower with great deals …

As suggestion …..Nothing should create their own shopsite with better deals to get a successful sales in india market and collabrate with good logistic company….

MohdIsmail

What i have experienced from Flipkart that they deliver the product on time and if they order get stuck by some chance you have to cancel the order and order again because they are not going to deliver your product for sure.

But for the delivery of smartphones they have started a new system that is called as “Open box Delivery" for which they charge you Rs. 30/- extra. So in open box when delivery boy comes to your door step you can open the box of the smartphone and check it while recording the video and after receiving the smartphone you can provide them delivery OTP. After implementing this system chances of getting soap bar instead of smartphones are Zero now otherwise many people have complaint that they have received soap bar instead of their products 😂. I have ordered more that 10 smartphone from Flipkart till date and i have a wonderful experience in comparison of Amazon (because they only love their prime costumers).

In the end i can say you can trust Flipkart by providing Rs. 30/- extra or nothing can start receiving order of product by themselves.