Project of Union Ministry of Consumer Affairs, Food and Public Distribution Summary Report – March 2017 National Consumer Helpline Centre for Consumer Studies, Indian Institute of Public Administration, Indraprastha Estate, Ring Road, New Delhi-110002 Toll-free Number: 1800-11-4000, SMS: +918130009809 Website: www.consumerhelpline.gov.in
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National Consumer Helpline website. I had ordered a saree, ... Like most people, I use online shopping websites, which are money savers and time savers, to buy ...
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Project of Union Ministry of Consumer Affairs, Food and Public Distribution
Summary Report – March 2017
National Consumer Helpline
Centre for Consumer Studies, Indian Institute of Public Administration,
(This story was originally published on The Logical Indian)
Many times during our purchase we experience unsatisfactory service from companies especially if it is online shopping. We also think that government would never respond to our complaints and never complain. But, here is a story about a woman (G Hemavathy) who forced the company (India rush) to pay back for sending her the wrong product by complaining to National Consumer Helpline. Most of the complaints can now be registered online where response mechanism is efficient.
Excerpt
“National Consumer Helpline helped me in refunding my money from the online shopping website. I had ordered a saree, but they had delivered a cheap saree not worth the money I had paid. I requested them to refund my money but they arrogantly refused. I lodged a complaint on consumer helpline.
My name is Hemavathy; I am a working woman. Like most people, I use online shopping websites, which are money savers and time savers, to buy mobiles and clothes. I had ordered a saree from the website in November 2016. I had ordered a synthetic saree worth Rs 725, which included delivery charges as well. I received the product. After opening, I was shocked to see a cheap saree with an odd design. I called their customer care, they asked to follow some procedure after that saree was picked back. Then I just fleeted through the reviews of this site. Most of them had the same complaint: that they were not refunding the money, and we should go for a replacement. I requested their customer care for a refund as I had no trust in them (what is the guarantee that I would get the correct product even if I went for the replacement). Their reaction was, “No, we don’t have a refund policy.” I argued if it was me who wanted a replacement; their policy was fine, but after delivering a wrong product how can they argue as if the mistake was not mine. I replied if they didn’t refund, I would go for consumer care, to which they rudely replied, ‘Go.’
Initially, I felt, so much trouble over Rs 700 would be unnecessary. But this was more about principles than money. I Googled the consumer helpline, wrote a grievance letter, and they advised me to send a written letter to the company that if they don’t refund I ’ll f ile a case against them, keep a Xerox copy with myself and send the letter by speed post so that I have proof with me. An employee of the website, who used to respond to my calls, replied to my emails after I contacted the consumer helpline. Within a week of me sending my grievance to the consumer helpline (help given is free of cost), I received an e-mail from www.indiarush.com where they asked for my bank details. The refunding happened within next three working days but they had deducted ₹50 as delivery charges. I called National Consumer Helpline (NCH) regarding this deduction of Rs 50 they advised to go to the consumer court and shared the address, but I couldn’t move forward because I, being a working woman and mother of a special child, found it is very difficul t to prioritise pursuing the case and my child’s needs.
But at least my hard-earned money was refunded, that too free of cost. This happened with a few (toll free) calls and a few emails. I have shared my experience so that we common people should not be cheated by these fraud companies, which harass and cheat common people.”