A consumer commission has imposed a fine of Rs 35,000 on Amazon and one of its retailers for service deficiencies, citing the lack of an appropriate grievance redressal mechanism and “one-sided oppressive” sale terms.
The District Consumer Disputes Redressal Commission (East Delhi) ruled on a complaint regarding a significant delay in refunding the price of a defective laptop ordered through Amazon.
The commission, led by president S S Malhotra and comprising members Rashmi Bansal and Ravi Kumar, found that Amazon, which acts as an intermediary between customers and third-party sellers, had failed to provide satisfactory grievance redressal measures and lacked transparency in its operations. It noted that the refund for the defective laptop was initiated after over a year and five months, causing mental distress to the consumer.
Additionally, the commission held the retailer, Appario Retail, responsible for selling a defective product and thereby contributing to the deficiencies in service experienced by the consumer.
As a result, Amazon and the retailer were directed to compensate the complainant with Rs 35,000 for the mental distress and harassment caused. They were also ordered to cover litigation costs of Rs 10,000.
Furthermore, the commission mandated Amazon to improve its future sale transactions by ensuring that customers receive receipts for item pickups, enhancing safety and security.
Amazon was also instructed to prominently display details of grievance officers on its website and establish a transparent grievance redressal mechanism to address customer complaints effectively.
