Amazon and Flipkart sales and consumer grievances: How to be a savvy online shopper

First and foremost, question whether an expensive gadget or electronic item needs to be bought online [File]
| Photo Credit: REUTERS

E-commerce platforms like Amazon and Flipkart are pulling out all the stops to entice shoppers with exciting new deals on gadgets and electronics this holiday season. However, some unhappy customers are venting out their frustrations online about purchases gone awry.

They have complained of broken objects and tampered seals, different low-value products in the package, sellers cancelling orders without a reason after accepting payments, same-day deliveries not taking place as expected, shifting delivery dates, and help desk tickets being closed without a resolution.

What are some ways to handle such grievances?

Decide if online shopping is necessary

First and foremost, question whether an expensive gadget or electronic item needs to be bought online. Most brick-and-mortar stores run holiday deals in tandem with e-commerce platforms, and some of them offer a good price match. This way, you can come home with a thoroughly checked and secure product instead of waiting for one you can only check after the purchase.

Read the reviews

Check for the most recent review of the product on the shopping platform – and not the top reviews – to see whether the most-recent buyer has listed complaints or concerns. Next, check the seller’s credentials online. There will usually be an aggregated rating for them, or customer reviews. Check the latest reviews here as well.

When having high-value purchases or gadgets delivered to your home, it is strongly recommended that the person who made the order and understands the technical specifications of the device be available to collect the delivery personally. Do not allow neighbours, friends, family members, roommates, or domestic help to pick up your delivery.

Collect the delivery yourself

Leading from the previous point, make sure that the product is promptly given to you, and do not allow the delivery person to take it away after presenting the OTP. In case a delivery person insists on taking back the product after you have given them the OTP, cancel the order immediately through the website/app and raise a ticket to confirm the act so that the item once again becomes the company’s responsibility.

Do not entertain calls from random people whom you do not know through the delivery person’s phone. Only communicate with authorised e-commerce customer care staff who will generally reach out to you via email or other official channels, and not through the delivery person. Do not agree to meet your delivery person in a different location, even if they claim to be lost or unable to find your address.

If you are not certain about a delivery person’s motives, simply cancel the order or refuse to give the delivery OTP, so the product will have to be taken back safely.

Avoid cash-on-delivery

Avoid paying cash on delivery for extremely high-value items such as premium phones, even if COD is offered as a choice on the e-commerce platform. A cash-free handover ensures the safety of both the buyer and the delivery person. This is especially key in case the delivery happens later in the day, when one is living alone, or in an area with poor CCTV coverage and lighting.

Always record an unboxing video

Once you have small, expensive orders such as phones or laptops in your possession, set aside some time to immediately record a video of yourself unboxing the item to ensure that it is the correct product.

Shoot a slow, steady, and clear video clip without any cuts, blurriness, or re-takes. Make sure you show the e-commerce platform’s branding on the package, any relevant product logos or identifiers, and signs of tampered seals or damaged parts.

Raise complaints with proof

In case there is an issue, send the video, along with your order ID and invoice, to the e-commerce platform. Instead of just stopping at their online ticketing system, also send a formal complaint by email so that you have a paper trail that can be turned over to the authorities, if needed.

Avoid raising complaints publicly through social media platforms such as X, as these sites are rife with scammers who may try to exploit the information you share online. If you have no choice but to air your complaint publicly, make sure that your order ID, reference number, address, username, contact information, etc. remain private. Do not take help from random commentators or non-verified accounts.

Leave large appliances to professionals

For large and high-value items such as television sets, refrigerators, etc. make note of when the delivery will happen and when the subsequent installation will happen. The delivery person is usually not the person who installs the product. This should be clearly mentioned on the e-commerce site. In case a delivery person or team needs to enter your home to deposit the product, it is recommended to have someone with you as well.

Do not try to open or unbox large home appliances that require expert installation, as any damage you inadvertently cause during the process may invalidate your product protections.