The convenience of online shopping has become a double-edged sword for many Indian consumers, as a recent case involving a Pune University student and Flipkart demonstrates. After ordering an HP Pavilion laptop through the e-commerce giant, the student was shocked to receive not one, but three defective units in a row. Her repeated attempts to seek help from Flipkart’s customer care were met with silence, leaving her frustrated, helpless, and questioning the platform’s credibility for electronic purchases.
The student, who wishes to remain anonymous, placed her order for an HP Pavilion laptop on Flipkart, expecting a smooth and reliable experience. However, upon receiving the first laptop, she discovered significant defects, ranging from hardware malfunctions to display issues that rendered the device unusable. Trusting Flipkart’s return policy, she initiated a return and requested a replacement.
To her dismay, the replacement unit arrived with similar defects. Undeterred, she tried once more, only to receive a third defective laptop. “I couldn’t believe it. Three times in a row, the product was faulty. It felt like no one was actually checking the returns or ensuring quality,” she said.
What made the situation worse was the lack of support from Flipkart’s customer care team. Despite multiple calls, emails, and complaint tickets, the student received generic responses or no reply at all. Promised callbacks never materialized, and escalation requests went unresolved.
“I was stuck in a loop; returning products, waiting for replacements, and getting no real help from customer service. It was emotionally and financially draining, especially as a student who needed a laptop for her studies,” she explained.
While Flipkart is one of India’s largest and most popular e-commerce platforms, this incident raises serious concerns about its quality control and after-sales service, particularly for high-value electronics. Social media and consumer forums are rife with similar complaints; defective electronic items, delayed refunds, and unresponsive customer care.
Consumer rights advocates warn that such patterns, if left unchecked, can erode trust in online marketplaces. “E-commerce platforms must be held accountable for the products they sell and the support they offer. Otherwise, consumers are left vulnerable to repeated losses and stress,” said Ritu Sharma, a Pune-based consumer activist.
As of now, Flipkart has not issued an official statement regarding this specific case. However, the growing number of similar complaints suggests an urgent need for the company to review its quality assurance processes and strengthen its customer support for electronics.
