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सफलता की कहानी / Success Story #2792142

NCH Docket No.: 2792142 Dated: 2021-06-20 Sector: e-commerce (online pharmacy)
Problem Reported: Consumer had ordered a specific medicine through an e-commerce portal and on the strip of the medicine that he had ordered, the online pharmacy APP quoted ₹ 172.31, but the MRP on the strip when he received it was masked/erased. As per the consumer, the actual MRP of the Product was ₹ 156.65, but as he had subscribed to the membership of one of their plans, he should have got a discount of 5% to 22% on the MRP. As the MRP of the medicine showed higher in the APP, the consumer was of the view that this is an unfair trade practice and in violation of selling a product above MRP. When he raised the grievance to the company, the customer care tried to cover up this issue by offering him cash back of ₹ 100/- in the e-wallet. The consumer said that the company does not show the MRP at the time of purchase (by masking or erasing the MRP on the label) which is again a malpractice to deceive customers by showing higher MRP to show higher discount rate. He wants the company to stop these types of practice and refund his discount amount.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCH Portal that “Called the customer and informed him that an automatic refund was processed as the MRP was decreased at the time of processing of order. He said he faces such issues frequently so apologized and informed that MRP may change as per recent batch available with the vendor. Customer has approached chat support for this concern and they offered 100 cash back in the e-wallet without looking deeply into the concern so feedback taken. Concern resolved and case is closed.
Consumer Remark in INGRAM: Very good Response. Fantastic Portal for raising grievances of consumers. Thank you!!
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