By A consumer commission has ruled that Flipkart, a major e-commerce platform, and a retailer must pay a total of Rs 25,000 in compensation to a consumer who received a bar of detergent soap and a small keypad phone instead of the iPhone he had ordered. Harsha S, a student from Koppal in Karnataka, had paid Rs 48,999 for the iPhone 11 (Green 65GB) but was sent the wrong items by Flipkart Internet Private Limited and Sane Retails. In addition to the compensation, the consumer will also receive a refund for the cost of the phone.
The case highlights the importance of companies taking responsibility for their products and ensuring customer satisfaction. The commission noted that while online shopping is becoming increasingly popular due to its convenience and cost savings, companies cannot shirk their responsibilities after the sale has been made. It is their duty to ensure that customers receive the correct products, and to provide refunds and compensation when necessary.
The commission found Flipkart and the retailer guilty of deficiency of service and unfair trade practice for selling or sending the wrong item, despite charging the full amount for the product. As a result, they were ordered to pay Rs 10,000 for deficiency of service and unfair trade practice, and an additional Rs 15,000 for the mental agony, physical harassment, and cost of litigation incurred by the consumer.
This ruling serves as a warning to companies to ensure that they are providing a high level of service to their customers, and that they are taking appropriate steps to prevent errors and ensure that orders are fulfilled accurately. Customers have a right to expect the products they order to be delivered as advertised, and companies must take this responsibility seriously if they wish to maintain their reputation and continue to grow in the competitive world of e-commerce.