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सफलता की कहानी / Success Story #2567150

NCH Docket No.: 2567150 Dated: 2020-02-16 Sector: Retail Outlets
Problem Reported: Consumer had purchased branded eye lenses from an optical store for ₹ 29600/-. The consumer said that he had a budget of ₹ 13000/- only for the lenses, but the sales executive at the store convinced him to buy the lenses by stating multiple benefits of using the specific brand lenses. After using them for a few days, consumer did not find them comfortable and he felt the surroundings revolving & moving making it tough to drive and walk. He informed the store of the same was told to use it for a week at least, as by then he will get used to the lenses. However, the problem remained as it is. The store was not ready to redress the issue although they had given a 100 days satisfaction guarantee.
Escalation by NCH: As the retail outlet is not in Convergence with NCH, the grievance was forwarded by e-mail. The store responded to NCH on email that "Since the patient was not comfortable with the spectacle he had purchased from us, we have issued a refund of Rs. 32100/- to his bank account through Bank transfer. Besides the patient has retained the spectacle as well and not returned the same back. We have also spoken with the patient and got a confirmation of the refund processed. The issue has been resolved amicably”.
Consumer Remark in INGRAM: Excellent! I am quite happy in the way and speed in which the consumer helpline helped in resolving the issue.
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