Amazon India has been ordered to pay Rs 35,000 in compensation to a customer as the District Consumer Disputes Redressal Commission in East Delhi ruled that it had deficiencies in its services and an insufficient complaint redressal mechanism.
The commission ordered Amazon India to henceforth provide its customers with a transparent mechanism for addressing grievances, the Press Trust of India reported. The complainant told the court that they had to wait approximately a year and five months to receive a refund on a defective laptop which they had purchased on the e-commerce platform.
The fee was levied against against Amazon to compensate the “mental anguish” of the consumer, according to the commission. The laptop had been sold by Appario Retail Private Limited and the commission ruled that Amazon India does have a responsibility to respond to grievances in a timely manner.
“This commission is of the firm view that opposite party 1 (Amazon), who accepts orders from customers, places the orders to the third party and concludes the contract once the goods are delivered, is not a simple intermediary,” announced the commission which was led by its president S S Malhotra, the Press Trust of India reported. “It is also established that OP1 is not having an appropriate grievance redressal mechanism and phone numbers of the concerned persons are not provided on its website, which amounts to a deficiency of service on its part.”
The commission referred to Amazon India’s terms and conditions as “one-sided” and “oppressive” which it deemed an unfair trade practice. Along with the Rs 35,000 that Amazon India was ordered to pay to the complainant, the business was also ordered to pay Rs 10,000 in litigation costs.
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