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| NCH Docket No.: | 3240624 | Dated: | 2022-01-23 | Sector: | e-Commerce ( online shopping) |
|---|---|---|---|---|---|
| Problem Reported: | Consumer had purchased a branded mattress from an online shopping portal in the first week of December 2021, but he was not happy with the quality. There were heating issues and he was getting back pain on using the mattress. As per the brand’s policy, if the return request was initiated within the 100-day trial period, the full amount would be refunded to the customer. When the consumer asked for refund, both – the online shopping portal and the Brand company informed him that return would not be possible as 10 days were already over. Consumer informed that this product was directly delivered by the company and 100-day trial period should be honored, and accordingly, they should process the return as the online portal had also clearly mentioned that a 100-day trial/satisfaction period was provided on this product by the team. | ||||
| Escalation by NCH: | As the online shopping portal is a convergence partner of the National Consumer Helpline, the online shopping company responded on the NCH portal that “the seller has confirmed that the refund of ₹.16999/- has been completed on xxxx and should be reflecting in your account by xxxxx. Please check the previous statement/unbilled transaction of your account before reaching out to the bank.” | ||||
| Consumer Remark in INGRAM: | Excellent. Thank you consumer helpline for getting my refund. Thank you so much! I'm really thankful to this forum! Much much appreciated. | ||||
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