| NCH Docket No | 3257137 | Dated | 2022-01-29 | Sector | e-Commerce ( online shopping) |
|---|---|---|---|---|---|
| Problem Reported | Consumer had ordered branded headphones in the first week of January 2022 from an online shopping portal for ₹ 4999/-.The product delivered the next day was a defective one, so, the consumer contacted the online shopping portal’s support team for a replacement. He did so more than 15 times, but no body from the team provided proper support to him. Although the technician had confirmed the product was defective, the replacement request was rejected. On calling the support team for the replacement rejection reason, nobody was ready to resolve the issue. Consumer did not get any proper assistance and resolution for his defective product. | ||||
| Escalation by NCH | As the online shopping portal is a convergence partner of the National Consumer Helpline, the response received from company on the NCH portal was “As per the update from the team, we would like to thank you for confirming that you have received the replacement product and that the issue has been resolved. We have noted your feedback and be assured the same will be shared to the seller and the courier service provider to minimize such instances and try to give a better experience with your purchase next time.” | ||||
| Consumer Remark in INGRAM | Excellent. Best portal for resolving consumer services. | ||||
