Defective television, failure to provide effective replacement/refund, deficiency in service and incorrect reporting of failed pickup/replacement.

Complaint Details The Complainant purchased an iFFALCON U65 138 cm (55 inch) TV from Flipkart under Order No. OD[protected], for a total amount of ₹25,223/- (₹24,999/- + ₹224/- fees). After delivery, the TV was found to have a serious internal/display defect, affecting its basic functioning. The defect was reported to Flipkart and the concerned brand/service channel. Despite repeated attempts, neither Flipkart nor the brand provided an effective resolution and a replacement was initiated. The replacement shipment reached the nearest hub on 05.10.2026 at 8:21 AM and was marked “Out for Delivery” at 11:44 AM. On the same day, the delivery/pick-up personnel came for the replacement. The Complainant was fully ready and willing to hand over the defective TV. Instead of completing the pickup, the delivery person insisted that the order be cancelled, stating that otherwise their own loss would have to be borne from their pocket. The Complainant refused to cancel the order and informed them that the replacement had been approved by Flipkart and the defective TV was ready for pickup. The delivery personnel then left without completing the replacement. Thereafter, Flipkart marked the replacement as “Delivery Failed” at 10:49 PM on 05.10.2026 and displayed the remark: “Order will be cancelled as pickup of the initially delivered product failed yesterday.” This remark is false/inaccurate. The Complainant never refused pickup. Further, Flipkart’s own tracking shows the replacement was “Out for Delivery” on 05.10.2026 at 11:44 AM and failed on the same date, while the reason states that pickup failed “yesterday”, making the recorded reason factually inconsistent. The Complainant has been left with a defective TV despite cooperating with the replacement process and has suffered considerable inconvenience, harassment, loss of time and mental agony. The conduct of the Opposite Parties amounts to defect in goods, deficiency in service and unfair trade practice. Relief Sought Direct the Opposite Parties, jointly and severally, to replace the defective TV with a brand-new defect-free unit of the same model without additional cost OR refund ₹25,223/- with appropriate interest, at the option of the Complainant. Further award ₹10,000/- as compensation for mental agony, harassment and inconvenience and ₹5,000/- towards litigation/incidental expenses, and direct Flipkart to correct the incorrect “Delivery Failed”/failed-pickup status.