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सफलता की कहानी / Success Story #3134024


NCH Docket No.: 3134024 Dated: 2021-12-02 Sector: Online food orders/ Delivery
Problem Reported: Consumer had ordered waffle cake through an online food company in early December 2021 and paid ₹ 256. The consumer did not get the delivery of the cake, but it was shown delivered to the consumer in the App. When the consumer called the online food company, they told him to contact the restaurant, and on doing so, the restaurant staff informed him that his order was on the way. However, the order was not delivered, and consumer had been asking for a refund to online food company but was not getting any response.
Escalation by NCH: As the food delivery company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCH Portal that ‘The customer complained that he didn't receive his order and it was delivered to an incorrect address. We apologized to the customer for the inconvenience caused and assured him that the concern will be highlighted to the respective team. We've initiated a refund of INR 219.85 to the customer's source account and added credits in his App worth INR 37/-
Consumer Remark in INGRAM: Excellent. The only suggestion is that please do not stop or overlook your services. As a customer you are the backbone to our interests. Thank you so much.
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The Consumer Protection Act 2019

An Act to provide for better protection of the interests of consumers and for that purpose to make provision...

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