Amazon Seller Delivers Faulty Laptop And Delays Refund, Customer Files Complaint In Consumer Court | Here's What Happened Next

Amazon: A consumer court in Delhi recently addressed a complaint concerning a delayed refund for a faulty laptop purchased through Amazon. The complainant highlighted the lengthy wait for a refund, citing it as a "deficiency in service" and requested compensation. Additionally, concerns were raised regarding the absence of receipts upon returning orders, adding to the customer's dissatisfaction.

Court Ruling and Penalty Imposed

Led by President S S Malhotra and members Rashmi Bansal and Ravi Kumar, the Delhi East District Consumer Disputes Redressal Commission imposed a penalty of Rs 45,000 on both Amazon and the retailer, Appario Retail. The commission emphasized Amazon's responsibility to ensure the sale of authentic, defect-free products and promptly address customer issues, including replacing faulty items and issuing refunds. Criticism was directed at Amazon for its failure to promptly provide a pick-up slip, labeled as an "unfair trade practice" that leaves customers without evidence of item collection.

Proceedings and Absence of Evidence

During the commission hearing, Amazon's written statement was submitted after the statutory period, leading to its rejection and denial of the opportunity to present evidence. Additionally, Appario Retail failed to appear despite being served a notice, resulting in proceedings against them in absentia.

Observations and Directives

The commission noted the delayed pick-up of the laptop, despite a return request made on the delivery day. It highlighted Amazon's role as the principal seller and Appario as its agent, emphasizing the absence of a robust grievance redressal mechanism and the lack of details regarding responsible officers. As a result, the commission issued specific directives to Amazon, mandating the provision of receipts for pick-up items to customers and the display of details of officers responsible for addressing grievances on its website.