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सफलता की कहानी / Success Story #1770287

NCH Docket No.: 1770287 Dated: 2019-12-03 Sector: e-commerce
Problem Reported: Consumer ordered a new branded laptop for ₹49,990 from an online shopping website in mid-November 2019, which was delivered the next day. Consumer saw that an old defunct another brand laptop has been delivered and raised his grievance within a few hours to the company, and shared images as proof. The online shopping company asked him to wait for 5 days till they did the investigation as to why and how it happened. Thereafter, they acknowledged that a wrong product had been delivered, and they would arrange a reverse pick up and only then refund would be initiated. Since then, five times the pickup had been arranged, but their pickup team had not picked the product despite many follow ups on email and calls to customer care. The company was not returning his money but doing weeklong investigations time and again without any outcome. He requested the intervention of NCH to resolve this issue at earliest
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the grievance was responded to on the portal itself that “refund worth Rs. 48,148.00 was processed into your original payment method.”
Consumer Remark in INGRAM: Very Good. I appreciate the fact that the grievance was followed up and timely update was provided. Given the number of Indian citizens and numerous complaints filed on daily basis, this initiative is worthy of praise. Thank you.
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