A Mumbai district consumer forum has ordered Flipkart and a local seller to pay Rs 70,000 in compensation and issue a full refund to a buyer who received a bottle of beard growth oil instead of an iPhone worth Rs 1.11 lakh. In a ruling passed on July 7, the commission emphasized that e-commerce platforms cannot disown responsibility for transactions conducted on their portals, particularly when buyers submit formal complaints.
The dispute arose after a Powai resident purchased an iPhone 14 Pro, along with a charger and phone cover, on Flipkart on April 22, 2023. Although the included invoice correctly listed the premium smartphone, the delivered package contained only beard growth oil.
Customer Grievance Ignored for Over a Month
Following the delivery, the buyer immediately alerted Flipkart customer support and provided the billing invoice. Despite repeated attempts by the customer over more than a month to resolve the matter, the company failed to provide a replacement or refund.
Flipkart eventually marked the complaint as resolved without offering any remedy. The company later rejected the claim entirely, citing the customer’s failure to submit valid proof within a 48-hour timeframe.
Commission Orders Full Refund With Interest and Penalty
A bench comprising Commission President Pradeep Kadu and member Gauri Kapse found both Flipkart and the merchant guilty of unfair trade practices and service deficiency. The panel observed that the complainant successfully demonstrated that the opposing parties failed to deliver the purchased item and neglected to redress the grievance despite persistent follow-ups.
As a result, the commission directed Flipkart and the seller to refund the full purchase price of Rs 1.11 lakh with reasonable interest, alongside the Rs 70,000 compensation penalty.
