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सफलता की कहानी / Success Story #2086799

NCH Docket No.: 2086799 Dated: 2020-07-01 Sector: e-Commerce
Problem Reported: Consumer had ordered a branded smart phone in March 2020 and had selected pay on delivery option. He received the mobile handset after two days and paid ₹5,709 through his debit card. The item delivered was defective and not in working condition, so he returned it after 2 days of receiving the product. He was informed by email that the refund was initiated but no payment refund details were mentioned. When he contacted the company’s customer care, it was told that the refund would be done by early June, then postponed it to mid-June, and thereafter to end June, and whenever he calls customer care, he gets the same reply of a further date. Consumer wanted the refund.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the company responded to the grievance on the NCH Portal that “it is submitted that the refund worth ₹5,709.00 was processed into your original payment method on 1st July, 2020.”
Consumer Remark in INGRAM: After registering the complaint in consumer helpline, within 6 hours my problem is resolved. I convey my thanks for resolving this issue and also, I request you to please close this registered complaint. Thank you very much.
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