Mumbai: In a consumer court case against Flipkart and the seller, the verdict was delivered in favour of the customer. The case involved a refund, compensation, and reimbursement of litigation expenses. The consumer had ordered an Apple iPhone 14 Pro but allegedly received a bottle of beard growth oil instead. After repeated attempts to contact Flipkart went unanswered and the issue remained unresolved, the customer approached the Consumer Court seeking relief.
What was the incident?
An individual in Pawai, Mumbai purchased an Apple iPhone 14 Pro (128 GB) on 22nd April 2023 from the website Flipkart. The customer made the payment amounting to Rs 1,11,793 via the mode of no-cost EMI. Although the item was received the very next day, the item received by the customer was not as per his/her order. Instead of receiving a phone, the individual got a Beard Growth Oil in the parcel. But other items in the same order were delivered successfully.
What was the reaction of the consumer after receiving the wrong order?
The buyer contacted Flipkart customer support many times in April and May, 2023. All the required documents and proofs were also submitted. But there was no relief from the company. No refund or replacement was provided. According to the buyer, the complaints filed were closed by putting them under the ‘Resolved’ section, and no further action was taken by Flipkart.
How did the court react to this situation?
The Mumbai Suburban District Consumer Disputes Redressal Commission stated that Flipkart can’t get away from its responsibility just by stating that they are a sales platform. The Commission blamed Flipkart for handling the matter carelessly. Further, it said that the company did not conduct any inquiry, give a refund, or replace the product. This behaviour was considered a deficiency in service and the use of unfair trade practices. The Court ruled in favour of the customer and directed Flipkart and the seller to refund the customer more than Rs 1.11 lakhs, a compensation of Rs 70,000, along with the payment for the money spent during the trial.
