Consumer Court Penalizes Flipkart For Substituting Different Brands’ Products As Replacement

Despite its many advantages, online shopping has some problems. They sometimes require returning an item, ordering the incorrect product, or receiving something different than expected. Sometimes, these difficulties are severe enough for potential shoppers to reconsider making online purchases. While these issues are among the most prevalent that are encountered in online retail, they rarely happen.

Walmart-backed e-commerce platform Flipkart is facing new problems in India. The Consumer Court in Bengaluru has been directing Flipkart Internet. Ltd. to reimburse about Rs 13,799 to a buyer who received a different item. This incident highlights the irresponsibility of the e-commerce platform to ensure that their products are delivered promptly and their commitment to customers. Let's read to understand exactly what happened.

Case Background: Flipkart Order Replacement

Thoudam's troubles started in June 2023, when he ordered a treadmill from Flipkart. When the technician identified the defects during the installation process, Thoudam requested a Flipkart order replacement. Despite initial resistance from the seller, Flipkart eventually agreed to change the product.

In July 2023, the Flipkart order replacement treadmill arrived, but Thoudam was disappointed; it was from a different company and seller. Despite Flipkart's assurances, a technician will be sent for installation. Thoudam, taking matters into his own hands, attempted to install the treadmill, only to discover the brand discrepancy.

Consumer Rights For Online Shopping

The Consumer Protection Act 1986 covers all sorts of services and goods of the private, public, and cooperative sectors except those for which the central government is exempt. The act gives consumers a platform to complain, and then the forum takes action. In 1986, the Consumer Protection Act came into force, helping resolve customer complaints quickly and efficiently while encouraging and protecting them to raise concerns regarding any deficiencies or defects with products and services they purchase.

Under Consumer Protection (E-Commerce) Rules 2020 in India to regulate online platforms that protect consumer rights, all rules and regulations have now been made public with strict action taken for any violation; therefore, it would now be mandatory for e-commerce platforms offering goods for sale via their platforms to indicate where those goods originated before offering for sale on them.

Action will be taken against the e-commerce company that does not do this. Before buying any goods, you must know where they are made. Information about the product, like its expiration date, return, refund, exchange, warranty, and guarantee, along with delivery and shipment information, will also have to be given. Also, if the customer needs any other information to decide, then that will have to be provided by the e-commerce company.

Other Such Cases

Many cases like the Flipkart order replacement have taken place, many of them reported, innumerable unreported. Some of the major cases were:

1. ITC Limited Vs. Aashna Roy

Miss Aashna Roy is a model who visited the ITC Maurya Hotel in Delhi in the year 2023. She went there to get a haircut but the staff of the salon didn’t cut her hair the way she explained. Miss Roy then filed a complaint as per the Consumer Protection Act of 1986 and expressed how the services of the salon were not of any quality. She also expressed how a haircut impacted her professional and personal life. The court ruled in favor of Miss Roy and ordered ITC Limited to pay a compensation worth Rs. 2 crore.

2. Jet Airways: Flight Compensation

Once a passenger booked a flight with Jet Airways. The flight was canceled without any prior information or reason for it. The airline didn’t provide the passengers with a different flight or even a refund for that matter. The passenger filed a complaint and Jet Airways was ordered to pay compensation worth Rs. 50,000.

How To Track The Status Of The Complaint?

One can track the status of their consumer forum complaint online by following some steps mentioned below in detail for one’s better understanding:

1. Please visit the official webpage of INGRAM.
   
2. Navigate to the ‘Track Complaint Status’ option.
3. Fill in the reference number, your registered mobile number, and the captcha.
4. View the status of your complaint.

What Types of Cases Can Be Filed in Consumer Courts?

Consumers can file a range of cases in the form of consumer court complaints. Some major types of cases that can be filed in a consumer court are listed below:

• For low-quality or damaged products
• For poor or inadequate quality of services
• For misinformation or cheating practices by the sellers
• For doing fraud

How To File A Case In Consumer Court?

One can file a consumer court complaint in the consumer court by following the process mentioned below in detail for one’s better understanding:

1. Please send a notice to the seller or service provider regarding the issue you faced and your decision to report this to the authorities.
2. If the seller or service provider refuses to resolve the issue, please write a formal complaint with your name, description of the incident, your and the seller’s address, reason for taking action, date of the incident, desired resolution, and your signature.
3. Attach any relevant documents as evidence like bills, the seller’s response when asked to resolve the issue, and a self-declaration stating that every piece of information that you’ve stated is true.
4. Ensure that you’re filing the complaint within 2 years of the date of the incident.
5. Post it to the relevant district commission or online through the official website of the E-dakhil.

Government Sources

National Consumer Helpline