A consumer commission in Srinagar has ruled against the online shopping platform Snapmint for negligence in service and unfair trading practices. This decision came after a customer, who had ordered a Pigeon induction cooktop, received a damaged appliance of an entirely different brand and model. The commission mandated that Snapmint either replace the defective product or issue a refund of Rs 1,819, and additionally, compensate the customer with Rs 22,000.

During the hearing, President Dr. Farah Deeba and member Shabnam Munshi found that Snapmint did not adequately address the customer’s complaints, even after multiple attempts to resolve the issue. The complaint was filed by Hamid Gulzar, who had made the purchase in 2023.

The commission’s order, dated July 6, stated, “The opposite party (Snapmint) is held accountable for both deficient service and unfair trade practices. It is recognized that the complainant has endured mental distress, harassment, and financial loss due to the actions of the company.”

According to the complainant, he had paid Rs 1,918 for the Pigeon induction cooktop, including an EMI of Rs 516. Upon receiving the product, he discovered it was broken and was not the correct brand or model he had ordered.

After notifying Snapmint about the issue and requesting a replacement, the company allegedly asked him to provide an unboxing video, which he submitted. They assured him that the matter would be resolved shortly; however, no steps were taken to rectify the problem.

After a month, the complainant received a call from a Snapmint agent regarding the EMI payment, during which he reiterated his concern. Yet again, he was met with empty promises from the agent. It was claimed that Snapmint’s negligence had also adversely affected the complainant’s credit score.

The complainant asserted that he had suffered significant emotional distress and financial hardship due to the company’s actions, prompting him to file the complaint. Advocate Ishfaq Wani represented him throughout the proceedings.

Upon inspecting the induction cooktop in an open court session, the commission concluded that the appliance was nonfunctional and not the brand that the complainant had ordered. Notably, Snapmint did not attend the hearing or submit any written defense to contest the complaint.

The commission ordered Snapmint to either replace the faulty induction cooktop with a new one of the correct brand and model or refund the complainant’s payment. Additionally, Snapmint was instructed to pay Rs 20,000 for the mental distress and harassment caused, along with Rs 2,000 to cover legal expenses incurred by the complainant.

This ruling serves as a reminder that online retailers can be held accountable for failing to provide promised products to customers. It emphasizes that companies cannot merely offer reassurances while neglecting unresolved customer complaints and may face consequences for inadequate service and unfair trade practices if they deliver defective or incorrect items without prompt remedies.

Consumers with grievances can reach out to their local consumer helpline, such as the Jammu and Kashmir Consumer Commission Helpline at 1800 180 7114, or call the National Consumer Helpline at 1915 for support.

Richa Sahay is a Legal Correspondent for The Indian Express, dedicated to demystifying the Indian judicial system. With a postgraduate degree in law, she utilizes her advanced legal knowledge to connect complex court decisions with public comprehension, ensuring readers remain informed about the continuously changing legal environment.

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