I ordered baby wipes from Amazon India.
Got the wrong variety.
Non-returnable. They refunded me. Told me to keep it.
Fair enough.
I ordered again. Same product, same seller.
Same mistake.
Another refund. Another “keep it.”
Now I have two wrong items and two refunds. And I’m ordering from Flipkart next time.
Here’s what’s strange.
The seller was generous. The customer service was smooth. I got my money back without friction.
But I lost trust.
“Generosity doesn’t fix broken processes.”
I don’t know if it’s a shipping issue or a SKU problem. I don’t need to know. That’s their job.
What I do know is this: a happy customer became a hesitant one, then a lost one.
Not because of bad service. Because the same problem happened twice.
For digital products, this wouldn’t happen. You can’t ship the wrong file. You can’t accidentally send version A when someone ordered version B.
But for physical products, operational excellence isn’t optional. It’s the whole game.
I still like the brand. I still like their wipes.
But I don’t trust the seller to send me the right one.
“And that’s the part refunds can’t fix.”
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