Landmark Ruling Highlights Importance of Timely Customer Service in E-commerce
In a significant ruling, the Delhi Consumer Court has imposed a penalty of ₹45,000 on Amazon and a retailer for the prolonged delay in issuing a refund for a faulty laptop, emphasizing the importance of timely and effective customer service in e-commerce transactions.
The ruling came in response to a complaint filed by a customer who faced substantial delays in receiving a refund, citing it as a clear case of “deficiency in service” by Amazon. The Delhi East District Consumer Disputes Redressal Commission oversaw the case and justified the penalty, holding Amazon responsible for ensuring the sale of authentic, defect-free products and promptly addressing any issues related to faulty items or refunds.
The commission criticized Amazon’s handling of the situation, labeling the delay as an “unfair trade practice” that ultimately leaves customers without proper evidence of the returned item. The absence of a receipt provided by Amazon upon the return of the laptop further exacerbated the customer’s dissatisfaction with the company’s service.
Amazon’s response to the complaint was deemed inadequate, as the company’s written statement was submitted after the statutory period, leading the commission to disregard it and prevent the company from presenting additional evidence in its defense. Additionally, the retailer involved in the transaction failed to appear before the commission, despite being served a notice to do so.
The commission underscored deficiencies in Amazon’s grievance redressal mechanism, noting a lack of transparency regarding the details of its officers or the seller involved in the transaction. It highlighted that the laptop in question was delivered on October 29, 2021, and picked up for return ten days later, despite a return request being made on the day of delivery.
As part of its ruling, the commission directed Amazon to provide receipts for pick-up items to customers and display details of officers dealing with customer grievances on its website.
