Flipkart – Repeated Failure to Process Return of Defective Motorola Phone

[harshdhan72]

Dealer Name

Ekart Logistics - FMPP4254282705

Company Name

Ekart / Flipkart / Motorola

Loss Amount

33765

Ratings

1.00 star(s)

Opposite Party Address

Buildings Alyssa, Begonia & Clover, Embassy Tech Village, Outer Ring Road, Devarabeesanahalli Village, Bengaluru – 560103, Karnataka, India

I would like to seek your advice regarding a consumer grievance against Flipkart concerning a defective Motorola Edge 70 Fusion Snapdragon, 256 GB (Pantone Country Air).


Order ID: OD338520440426607100


Here is the chronology of events:

• 2 September 2026: I placed the order on Flipkart.
• 3 September 2026: The phone was delivered at approximately 9:43 PM.
• 4 September 2026: I noticed that the phone was overheating during normal usage and immediately contacted Flipkart Customer Care.
• Flipkart’s customer-care executive accepted my return request and assured me that the product would be picked up.
• However, the pickup did not happen and the return was subsequently cancelled.
• I contacted Flipkart again and went through the same process. The return/pickup process was repeated approximately three times, but the pickup was not successfully completed.
• Flipkart Saathi WhatsApp messages repeatedly confirmed that the order was “out for pickup”, and I repeatedly confirmed that I was “Available for the pickup.”
• In one instance, Flipkart claimed that I had requested a change in the pickup date. I explicitly selected “No, I didn’t request.” Flipkart then replied that the pickup would be attempted within the next 24 hours.
• Despite these repeated assurances, the pickup did not take place.

Latest development


On 12 September 2026, I again contacted Flipkart Customer Care and the executive accepted my return request.


My Flipkart order page now clearly shows:


Return – 12 September 2026, 10:37 PM
Return Approved – 12 September 2026, 10:37 PM


It further shows:


Pickup expected by 16 September 2026


and


Refund expected by 20 September 2026.


I have screenshots of the order timeline as well as the Flipkart Saathi WhatsApp communications.


My concern is that the same cycle may happen again: Flipkart accepts the return, the pickup does not happen, the return gets cancelled, and eventually I may be told that the return period has expired or that I should approach Motorola.


I believe this would be unfair because I reported the defect immediately after delivery and repeatedly made myself available for the pickup.


I would therefore like your advice on the following:

1. Does Flipkart’s repeated failure to complete the pickup despite accepting my return requests constitute a valid consumer grievance?
2. Can Flipkart deny the return/replacement merely because the return window subsequently expires when I had already reported the defect within the applicable period?
3. What should I do if Flipkart once again fails to collect the phone by 16 September 2026?
4. Should I approach the National Consumer Helpline (NCH) or directly file a complaint before the appropriate Consumer Commission?
5. Should I first send a formal legal notice to Flipkart?
6. What relief should I seek — full refund, replacement, compensation for inconvenience/harassment, and/or litigation costs?
7. What evidence should I preserve to establish that the delay was caused by Flipkart’s failed pickup process rather than any delay on my part?

I have preserved the following evidence:

• Flipkart order details and order ID
• Delivery confirmation
• Photographs of the phone and original packaging
• Flipkart return-request history
• Screenshots showing multiple pickup attempts
• Flipkart Saathi WhatsApp communications
• My confirmations that I was available for pickup
• Latest screenshot showing “Return Approved” on 12 September 2026
• Pickup and refund timelines shown in the Flipkart app
• Details of my conversations with Flipkart customer-care executives

I would appreciate your guidance on the strongest and most appropriate course of action, particularly what I should do if Flipkart fails to complete the currently approved return.


Regards,
Harshwardhan Madhukar Patil
Order ID: OD338520440426607100
Product: Motorola Edge 70 Fusion Snapdragon – 256 GB
Order Date: 2 September 2026
Delivery Date: 3 September 2026
Defect Reported: 4 September 2026
Latest Return Approved: 12 September 2026