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सफलता की कहानी / Success Story #3081103

NCH Docket No.: 3081103 Dated: 2021-11-08 Sector: E-commerce
Problem Reported: Consumer had ordered two units of 2 kg pack of high protein supplement in early October 2021 from an online shopping portal, but the company delivered two units of 1kg pack after a few days. The consumer immediately informed the shopping portal and was assured that they would replace the items with the correct products ordered. Accordingly, both the wrong products were picked up and one of the correct products was delivered instead of two as per the order. On informing the company, he was told that by mistake they had raised the request for replacement of only one product not both, and that they would give the refund for the other one. However, after waiting for more than 3 weeks, he had still not received the refund. Every time he raised the request for the refund, he was told to wait for 5-7 days and after the deadline of the resolution date they would close the grievance on their own without providing any resolution.
Escalation by NCH: As the online shopping portal is a convergence partner of the National Consumer Helpline, the response received from the company on the NCH Portal stated “We’d like to let you know that ₹ 252 + 2424 will reflect in your credit card by Nov xx, 2021. Request you to note down the bank reference numbers: xxxxxxxx and xxxxxxx.
Consumer Remark in INGRAM: Excellent, you’ve done your job very well and I'm happy with the response you gave on my concern and delighted that you took action on my issue without any further delay. Thank you for the support.
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