District Consumer Disputes Redressal Commission, Chandigarh: In a complaint filed against Amazon Seller Services Pvt. Ltd. (‘Amazon’) for deficiency in service after incident of receiving defective telescope, which was neither replaced nor refunded, Pawanjit Singh, President with Surjeet Kaur and Suresh Kumar Sardana, DCDRC Members allowed the same and directed Amazon to compensate the complainant.
The complainant had purchased a Telescope from Amazon worth Rs 4,449 which was delivered on 7-07-2021. Once opened, the complainant found the telescope had a technical defect due to which it did not work properly. Hence, the matter was complained immediately through Amazon mobile application for replacement of defective telescope and the replacement order was accepted by Amazon and another telescope was delivered. However, the replaced telescope was also found defective and therefore, the complainant made a request on the same day for replacement or refund of the amount paid. The complainant also contacted Amazon’s customer care but of no use, since the product was neither replaced nor refunded. On 9-09-2021, the complainant sent a legal notice to Amazon and proceeded with the instant Consumer Complaint.
Amazon defended its case saying that it was merely an online platform and not the seller of such defective telescope, contending that there was no deficiency in service.
The District Commission perused the documents on record which reflected the product being of substandard quality which tempted the complainant request for return or refund, which was not addressed by Amazon. The Commission found the action on part of Amazon for supplying/selling substandard products and not providing after sale services to be deficiency of services and indulgence in unfair trade practices.
Therefore, the Commission partly allowed the instant complaint directing Amazon to refund the original amount of Rs 4,999 to the complainant, along with interest @9% p.a. The Commission also directed the complainant to return the defective telescope to Amazon. In addition, the Commission directed Amazon to pay Rs 2,500 to the complainant as compensation for causing mental agony and harassment to him and Rs 2,500 as cost of litigation.
[Lakshay Kundu v. Amazon Seller Services Pvt. Ltd., Consumer Complaint No. 686 of 2021, decided on 27-07-2023]
Advocates who appeared in this case :
For Complainant: Advocate Mohit Kumar;
For Opposite Parties: Advocate Atul Goyal.
I have problem with Smart watch which I have purchased online .after couple of months it stop working and when I raise complaint to their customer service they are asking me to pay and service. Whom to contact here for right direction