Bogus eCommerce site - Flipkart

This is regarding the MI note 5 pro on going order. Which is being on hold unnecessarily. So on the day of delivery of this product, the delivery was rejected on the pretext that my exchange phone is not as per the exchange policy( the exchange phone i.e. moto e 4 plus). The executive came for the delivery had no clue as to why he is rejecting my Moto e 4 plus. He said we have orders not to accept any phones having slight scratch marks over it. Which is in contrast with the exchage policy mentioned in the app. On arguing on this point the delivery executive escalated the issue with the back end support team and said they will call me within 48 hrs. But as of now back end support team is unable to contact me, as their system is down with some technical error. Here I want to know the following points from Flipkart in writing:
1. How could you reject a properly working handset, which falls under the poicy.
When your executive himself has no clue as to what he should check to accept it or reject it. What do you want ? You want in exchange I’ll purchase a new brand phone and give it in exchange
2. When you are not able to delivery me my product (mi note5 pro ) on the day of the guaranted delivery, then howcome u think you are eligible to retain my money?
3. When Flipkart doesn’t want to give the customers the benefits of the deals flashes on the app then why to cheat the customers. And why to waste their precious time, engery and money.
4. When you are not capable of managing your technical support then why to fool the customers with flase promises that will get back to u in 48 hr or before 8 pm or within 2 working days!
5. Flipkart is simply cheating with customers.
Now I am left with nothing. I don’t have the product neither do I received the money (already paid) Moreover your customer executives are making new offers to me over customer support / grievance redressal mode.
You give me a proper exchange policy plus a literate executive should come to me to check the exchangeable handset. Who should be able to justify the cause of rejection. And you initiate the refund with 10 days of interest.

https://www.facebook.com/flipkart/posts/1015692...

Its been a week now, Flipkart is amazing in their customer service I must say this. Their performance in conning the customer is outstanding. When you’ll call them they have stages to waste your time. on the first instance the person will tell you the basic details about your order placed, then he/she will put your call on hold saying " for further assistance i would like to place your call on hold for one minute, may I sir" … then your call will be put on hold for more than 30 to 40 mins. Don’t know in which country “one minute” consist of 30 to 40 mins! In my case here i had a word with Mr. Utkarsh.

Then at the second level the other illiterate executive will pickup your call and he/she will tell you the exact same story which you already knew. You ask them single question here and there and they will react like a radio, blabber the exact same sentences with same words. In my case here I had a great talk with Ms. Deepika, who said she is in senior escalation team, who has no clue as to what is the resolution to my problem or should I say the unnecessary issue created by the Flipkart. She repeatedly said only one thing that my order is being cancelled by the seller and I will get my refund when the cancellation will be confirmed.

So here mark certain points that, the order is cancelled according to her but still the refund is not initiated! Why?
Moreover how can you cancel the ongoing order ??
She has no clue as to what is the exchange policy, bcz it is set by the seller. I asked her to give me seller’s details, she refused! I asked her to stop the cancellation, she refused it! I asked her give me the regional branch of filpkart details she refused!!!

Third stage, incase you got through the second stage, In my case yes once I was lucky enough to clear the 2nd stage. Here at this stage they will give you fake assurances that we’ll contact you withing 48hr or end of this day. Our back end team will contact you sir. In my case it has been more than 144 hrs!!! Now I wonder is the back end team for real? or they had a fiction created, just to harass the customers. I have not been contacted by the so called back end team till date. Instead just before the deadline I receive msgs that " we tried contacting you, unable to reach to you, will try at this this hr again ". Clever na!! I know.

On my part I have done whatever I could possibly do. I shared the images of my exchangeable phone twice with them. They many a times accepted that sir your phone is fine it falls under the policy too. But after that nothing. Now the latest development is, today is the last day for the delivery attempt and after that they will say “sorry sir we tried contacting you but due to your unavailability this order is being cancelled your refund will be shortly initiated”.

They already have taken 8K from me and now they are demanding more 3k for the phone. Instead of accepting the exchangeable phone. (which falls under the policy) Its something like an extortion money they are demanding from the customers.
I am unable to understand what they exactly want in exchange, a brand new phone??? If this is the case then they should clearly mention this in the policy!!