MUMBAI: Observing that groceries are something used on a daily basis, and one of the essentials for living life and that purchasers keep blind faith on online service, therefore, negligence and reluctance are not expected of them, an online grocery service, Grofers, has been ordered to pay a compensation of Rs 8,000 to a south Mumbai woman for failing to refund Rs 31 that was charged for a packet of “watermelon seeds” that was never delivered along with other items in 2020.
“In the said case, by showing their harsh approach towards complainant, we are of the opinion that the opposite party has rendered deficiency in service… Thus, it will be desirable to direct the opposite party to pay towards compensation for mental agony of Rs 5,000 and towards cost of litigation Rs 3,000,” the South Mumbai District Consumer Disputes Redressal Commission said.
The woman, Kalpana Shah, had fallen prey to cyber fraud when asked to share an OTP while trying to get the Rs 31 refunded and lost Rs 5,000. “In the said issue of siphoning of amounts from comp lainants’ accounts , she needs to follow with the investigation authorities concerned for further remedies. Complainant’s prayer of reimbursement of siphoned amount from bank account from opposite party is hereby rejected,” the commission said.
The commission said that Rs 31 will have to be refunded along with nine percent interest from January 2020. “It is declared that the opposite party has given deficiency in service and used unfair trade practices to the complainant,” the commission said.
Shah moved the commission in 2022. She told the commission that after the January 28, 2020 delivery failed to include the watermelon seeds, she contacted various people. Shah said that after a follow-up, the customer support team informed her that according to their records, all items were delivered properly, nothing was short and closed the complaint at their end. Looking at the company’s reply, Shah spoke to an “agent” of the company after looking for contacts on a search engine. She got a call from an “agent” who said she could either get a refund immediately or wait for a fortnight to get the product. Shah chose the refund but lost Rs 5,000.
“In the said case, by showing their harsh approach towards complainant, we are of the opinion that the opposite party has rendered deficiency in service… Thus, it will be desirable to direct the opposite party to pay towards compensation for mental agony of Rs 5,000 and towards cost of litigation Rs 3,000,” the South Mumbai District Consumer Disputes Redressal Commission said.
The woman, Kalpana Shah, had fallen prey to cyber fraud when asked to share an OTP while trying to get the Rs 31 refunded and lost Rs 5,000. “In the said issue of siphoning of amounts from comp lainants’ accounts , she needs to follow with the investigation authorities concerned for further remedies. Complainant’s prayer of reimbursement of siphoned amount from bank account from opposite party is hereby rejected,” the commission said.
The commission said that Rs 31 will have to be refunded along with nine percent interest from January 2020. “It is declared that the opposite party has given deficiency in service and used unfair trade practices to the complainant,” the commission said.
Shah moved the commission in 2022. She told the commission that after the January 28, 2020 delivery failed to include the watermelon seeds, she contacted various people. Shah said that after a follow-up, the customer support team informed her that according to their records, all items were delivered properly, nothing was short and closed the complaint at their end. Looking at the company’s reply, Shah spoke to an “agent” of the company after looking for contacts on a search engine. She got a call from an “agent” who said she could either get a refund immediately or wait for a fortnight to get the product. Shah chose the refund but lost Rs 5,000.