Ekart, the logistics arm of Flipkart, is one of India’s largest supply chain solutions providers. From delivering products on time to handling returns efficiently, Ekart plays a pivotal role in ensuring customer satisfaction. However, like any logistics company, Ekart can sometimes face service-related issues. This blog outlines how to lodge complaints, and escalate unresolved grievances, and includes FAQs to help you resolve your concerns effectively.
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About Ekart Logistics
Ekart was established in 2009 as the in-house logistics division of Flipkart. Over the years, it has become a leading name in the logistics industry, offering services such as express delivery, reverse logistics, and warehouse management. Ekart handles millions of shipments daily, catering to businesses and individual customers alike.
Key features of Ekart:
- Service Areas: Nationwide coverage with last-mile delivery solutions.
- Specialization: E-commerce logistics, reverse logistics, and same-day delivery.
- Parent Company: Flipkart, one of India’s largest e-commerce platforms.
Common Issues Customers Face with Ekart
Some common issues customers face while dealing with Ekart include:
- Delayed Deliveries: Shipments not arriving on the promised delivery date.
- Damaged Packages: Items delivered in poor condition or packaging damaged in transit.
- Lost Shipments: Parcels that go missing during transit.
- Wrong Deliveries: Receiving an item intended for another customer.
- Unresponsive Customer Support: Difficulty in getting resolutions from the support team.
How to Lodge a Complaint Against Ekart
Step 1: Contact Ekart Customer Support
You can lodge your complaint directly with Ekart by contacting their customer care team.
- Ekart Complaint Number: Unfortunately, Ekart does not have a standalone customer care number. Complaints can only be raised via Flipkart if your shipment is associated with the platform.
- Ekart Email Support: For B2B-related issues, businesses can reach out to Ekart’s official email.
Step 2: Register Complaints via Flipkart
If you are a Flipkart customer, follow these steps:
- Log in to your Flipkart account.
- Navigate to Orders and select the shipment in question.
- Click on Need Help and follow the prompts to describe your issue.
- Flipkart will forward your concern to Ekart and provide a resolution timeline.
Step 3: Use the Ekart Tracking Portal
For direct shipments through Ekart (non-Flipkart orders), you can track your shipment and lodge complaints on their tracking page.
Escalation Metrics for Unresolved Complaints
If your issue remains unresolved after contacting customer support, follow these escalation steps:
Level 1: Escalate to Ekart Management
Use the contact details provided on their website to escalate the issue to their higher management. Provide shipment details and all previous communication for reference.
Level 2: Reach Out to Flipkart (if applicable)
Flipkart is the parent company and handles Ekart’s customer-facing logistics. If your shipment is related to Flipkart, escalate the complaint through the Flipkart customer service helpline or email.
Level 3: File a Complaint with Consumer Forums
If you are dissatisfied with Ekart’s response, you can file a complaint on consumer forums or the National Consumer Helpline (NCH) via their website or toll-free number 1800-11-4000.
Level 4: Approach Consumer Court
For serious grievances, consider filing a case in consumer court under the Consumer Protection Act.
Tips for a Successful Complaint Resolution
- Document Everything: Keep records of order details, complaint numbers, and correspondence.
- Be Specific: Clearly describe the issue, including dates, tracking numbers, and damages (if any).
- Stay Persistent: Follow up regularly to ensure your case gets the required attention.
5 Frequently Asked Questions (FAQs)
1. How do I contact Ekart customer support directly?
Ekart does not provide a direct helpline. For Flipkart-related shipments, complaints must be lodged via the Flipkart app or website. For direct shipments, use their tracking portal.
2. What is the Ekart complaint number?
Ekart does not have a standalone complaint number. You can lodge complaints via Flipkart or email their B2B support.
3. How can I track my Ekart shipment?
You can track your shipment on Ekart’s official website by entering the tracking ID. Alternatively, use Flipkart’s tracking system if your shipment is associated with Flipkart.
4. What should I do if my package is damaged?
Raise a complaint with Ekart or Flipkart immediately. Provide photographs of the damaged package as evidence. Flipkart may initiate a replacement or refund based on the assessment.
5. How long does it take to resolve an Ekart complaint?
Resolution timelines vary based on the issue. Generally, Flipkart/Ekart resolves complaints within 7-10 business days.
Also Read: Your Ultimate Guide to Filing a Flipkart Consumer Complaint: Step-by-Step Process and Tips
Also Read: Shipstreak: Everything You Need to Know About Complaints and Services
Conclusion
Ekart Logistics plays a crucial role in the e-commerce ecosystem, but service-related issues can sometimes occur. By understanding the complaint process and escalation metrics, you can resolve grievances effectively. Always ensure to document all interactions and follow up persistently for a satisfactory resolution.
If you need expert assistance in filing complaints, platforms like Kanoon360 can guide you through the process and help you get justice efficiently.