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A consumer court in Delhi has imposed a penalty of ₹45,000 on e-commerce giant Amazon and a retailer for the prolonged delay in issuing a refund for a faulty laptop, according to reports from Times of India. The Delhi East District Consumer Disputes Redressal Commission deemed this delay as an “unfair trade practice,” criticizing Amazon for leaving customers without evidence of the item’s return.
The complaint leading to this ruling highlighted a significant delay of nearly 18 months in receiving a refund for the faulty laptop, constituting a clear case of “deficiency in service” according to the customer. The customer also pointed out that Amazon failed to provide any receipt upon the return of the orders, further exacerbating the issue.
In response to the complaint, the commission emphasized that it is Amazon’s responsibility to ensure the sale of authentic and defect-free products and to promptly address any issues related to faulty items or refunds. The commission’s ruling reflected a stern stance on the matter, noting that Amazon’s lack of a “foolproof grievance redressal mechanism” and the absence of detailed records regarding its officers or the seller contributed to the delay and customer dissatisfaction.
Amazon’s written statement regarding the issue was submitted after the statutory period, leading the commission to disregard it and deny the company an opportunity to present evidence. Furthermore, the retailer involved failed to appear despite being served a notice, adding to the commission’s criticism of the overall handling of the case.
The commission highlighted specific timelines related to the delivery and return of the laptop, noting that despite a return request made on the delivery day, the laptop was only picked up ten days later. This delay, coupled with the lack of proper documentation and grievance resolution processes, led to the commission’s decision to impose the penalty on Amazon and the retailer.
The ruling serves as a reminder of the importance of efficient and transparent customer service practices in the e-commerce sector, emphasizing the need for robust grievance redressal mechanisms to address consumer complaints promptly and fairly.
Sources By Agencies
