In a significant ruling, a consumer court in Kerala has directed a Gurugram-based online marketplace, VLE Bazaar, to refund the cost of a pair of wireless earbuds and pay ₹8,000 in compensation to a customer. The decision came after the customer, Santhosh Kumar, received the wrong brand of earbuds and his complaints were allegedly not addressed by the platform.
The Case Details
Santhosh Kumar placed an order for WeCool Moonwalk Mini Earbuds, costing ₹359, on April 14, 2025. However, when the package was delivered on April 30, 2025, he reportedly received a pair of boAt earbuds instead of the ordered WeCool product. Kumar immediately contacted VLE Bazaar, sending requested photographs of the incorrect item, but claimed he received no further response and the wrong product was never collected.
Consumer Commission's Ruling
The District Consumer Disputes Redressal Commission in Kerala, comprising President D. B. Binu and members Ramachandran V. and Sreevidhia T. N., heard the complaint. The commission found merit in Santhosh Kumar's allegations, observing that delivering a product different from what was ordered and subsequently failing to resolve the grievance constituted a deficiency in service and an unfair trade practice under the Consumer Protection Act.
VLE Bazaar did not appear before the forum despite receiving notice. The commission noted that the online marketplace's intentional non-appearance and non-participation in the proceedings effectively amounted to an admission of the complainant's allegations, as they had nothing to offer against the claims.
Compensation Awarded
Based on the evidence, the commission concluded that VLE Bazaar was responsible for the deficient service. The online marketplace was directed to:
- Refund the ₹359 paid for the earbuds.
- Pay ₹5,000 as compensation for the mental agony and inconvenience caused.
- Pay ₹3,000 towards litigation expenses.
The total relief awarded to Santhosh Kumar amounts to ₹8,359. The order also stipulated that the refund amount would carry interest if not complied with within the stipulated period, reinforcing the accountability of e-commerce platforms for incorrect deliveries and inadequate customer service.