Mumbai Consumer Court Orders Compensation in E-commerce Mishap
A consumer court in Mumbai has mandated that Flipkart, alongside a third-party seller, disburse a sum exceeding ₹1.8 lakh to a customer who, instead of receiving the anticipated Apple iPhone 14 Pro, received a bottle of beard growth oil.
This ruling underscores the imperative for e-commerce platforms to ensure accurate deliveries and to address customer grievances with due urgency.
The Incident Unveiled
The aggrieved customer, residing in Powai, Mumbai, procured an Apple iPhone 14 Pro (128 GB) via Flipkart in April 2023 for ₹1,11,793, utilizing a no-cost EMI scheme.
While ancillary items such as a charger and phone case were delivered correctly, the main package was substituted with a bottle of beard growth oil, accompanied by packing materials—despite the invoice accurately reflecting the iPhone purchase.
Claims of Ignored Complaints
Upon discovering the erroneous delivery, the customer promptly reached out to Flipkart’s customer support, providing all requisite documentation.
Reports indicate that despite persistent follow-ups over several weeks, the customer’s issues languished unresolved.
Rather than facilitating a refund or replacement, the complaints were allegedly marked as “resolved” on multiple occasions without any substantive action, compelling the customer to escalate the matter to the consumer commission.
Accountability of Flipkart and Seller Affirmed
The District Consumer Disputes Redressal Commission articulated that an e-commerce platform cannot extricate itself from liability after enabling a transaction, particularly when a customer diligently reports receiving a product at odds with their order.
The commission determined that both Flipkart and the seller neglected to investigate the issue adequately, failed to reclaim the erroneously delivered product, and did not offer an appropriate resolution.
Consequently, both entities were deemed jointly responsible for the resultant loss and distress endured by the customer.
Ordered Compensation
The commission mandated that Flipkart and the seller refund the purchase amount of ₹1,11,793, supplemented by 9% annual interest from the purchase date until remuneration is received.
Additionally, the court awarded ₹50,000 for mental anguish and harassment, alongside ₹20,000 to cover litigation costs. The stipulated compensation is to be remitted within the time frame defined in the order.
Apple India Exonerated
Although Apple India was cited in the complaint, the commission dismissed claims against the company, noting that the dispute pertained solely to an erroneous product delivery, with no evidence connecting Apple to the processes of packaging, dispatch, or delivery.
This ruling clarifies that accountability in this case resided with the e-commerce platform and the seller tasked with fulfilling the order.
A Mumbai consumer court has ordered Flipkart and its seller to pay over ₹1.8 lakh to a customer who received beard growth oil instead of the iPhone 14 Pro he had ordered.
The court found both parties culpable for unfair trade practices and inadequate customer service, having repeatedly failed to resolve the complaint or issue a refund.
Source link: Trak.in.
