In the bustling city of Kolkata, West Bengal lives Md Tanveer Alam, who runs a leather manufacturing business and has been a loyal Flipkart customer since 2018. He trusts Flipkart for its “faster and better service,” a trust he recently experienced in a truly special way. He noticed that the person who regularly delivered milk to his doorstep was unfamiliar with e-commerce. So when the time came to buy a new TV, Mr. Alam stepped in to help.

Using his own Flipkart account and credit card, he ordered a Samsung 32-inch Smart TV as a gesture of kindness for a valued member of his community. It was a simple transaction that represented something much bigger: a bridge of trust between a long-time customer, a new shopper, and Flipkart.

Clarifying the Final Step

The TV was delivered as promised, but a minor hurdle emerged during the installation. The technician, upon reviewing the setup, identified a mismatch with the wall mount model he had on hand. This created some confusion, as Mr. Alam recalled that the correct wall mount would be provided. Wanting to ensure his kind gesture remained seamless, he reached out to Flipkart support to clarify the situation.

A Resolution Delivered with Care

The case was routed to Kritika Das from the Escalation Desk, who immediately understood the importance of resolving this quickly and smoothly. She patiently listened to Mr. Alam’s concerns and grasped the unique, generous context of the purchase.

Taking full ownership, Kritika sprang into action. She promptly contacted the technician and, after a quick investigation with the hub manager, confirmed that the correct wall mount should have been provided. She immediately instructed the team to resolve the issue without any further inconvenience to the customer.

Thanks to Kritika’s swift intervention, the issue was resolved that very same day. The technician returned with the correct wall mount and completed the installation successfully, with no additional cost.

“When I understood the story behind the purchase, I knew we had to get it right. It wasn’t just about installing a TV; it was about honoring our customer’s trust and his wonderful act of kindness.” – Kritika Das, Escalation Desk, Flipkart

The Customer’s renewed faith in Flipkart

For Mr. Alam, the quick and empathetic resolution reaffirmed his long-standing trust in Flipkart. He was pleased with the proactive support that ensured his kind gesture ended on a happy note. In his own words:

“Thank you so much for the complete support you provided. It is because of this that Flipkart’s service has become so good.” (“Bahut bahut dhanyawad ki aapne poora support kiya hai, aur isi wajah se Flipkart ka service itna accha ho gaya hai.”) – Md Tanveer Alam, Flipkart Customer, Kolkata, West Bengal

This story is a perfect example of the partnership we strive to build with our customers.

“Our long-term customers are our partners. When a customer like Mr. Alam trusts us to be part of his act of generosity, it’s our responsibility to ensure that trust is rewarded. Kritika’s quick ownership is a perfect example of this partnership in action.” – Suresh John, Head of Customer Experience, Flipkart

What started as an act of community support was completed with a foundation of trust, proving that the best transactions are the ones built on human connection.