My Story: How A Vigilant Customer Got Refunded From A Vendor With The Help Of National Consumer Helpline

Pavan Manikanta Kumar

March 27th, 2017

A majority of Indians face one or another issue with the services provided by government or private players in the market. We have a preconceived notion that the government’s grievance redressal system doesn’t work. Therefore, we usually don’t register our complaints regarding the concerned officials. Additionally, some of us who approach the authorities with our complaint never pursue or do follow up with the authorities.

In the present day, most of the grievance redressal mechanisms are available online.

To encourage our readers to register their complaints and follow up the same till the complaint is resolved, we, The Logical Indian, will share the experiences of various customers who have utilised the government mechanisms to solve their grievances.


Name: G Hemavathy

Vendor: indiarush

Complaint method: National Consumer Helpline


Her experience

“National Consumer Helpline helped me in refunding my money from the online shopping website. I had ordered a saree, but they had delivered a cheap saree not worth the money I had paid. I requested them to refund my money but they arrogantly refused. I lodged a complaint on consumer helpline.

My name is Hemavathy; I am a working woman. Like most people, I use online shopping websites, which are money savers and time savers, to buy mobiles and clothes. I had ordered a saree from the website in November 2016. I had ordered a synthetic saree worth Rs 725, which included delivery charges as well. I received the product. After opening, I was shocked to see a cheap saree with an odd design. I called their customer care, they asked to follow some procedure after that saree was picked back.



Then I just fleeted through the reviews of this site. Most of them had the same complaint: that they were not refunding the money, and we should go for a replacement. I requested their customer care for a refund as I had no trust in them (what is the guarantee that I would get the correct product even if I went for the replacement). Their reaction was, “No, we don’t have a refund policy.” I argued if it was me who wanted a replacement, their policy was fine, but after delivering a wrong product how can they argue as if the mistake was not mine. I replied if they didn’t refund, I would go for consumer care, to which they rudely replied, ‘Go.’ 

Initially, I felt, so much trouble over Rs 700 would be unnecessary. But this was more about principles than money. I Googled the consumer care helpline, wrote a grievance letter, and they advised me to send a written letter to them that if they don’t refund I’ll file a case against them, keep a Xerox copy with myself and send the letter by speed post so that I have proof with me. An employee of the website, who used to respond to my calls, replied to my emails after I contacted the consumer care helpline. Within a week of me sending my grievance to the consumer helpline (help given is free of cost), I received an e-mail from www.indiarush.com where they asked for my bank details. The  refunding happened within next three working days but they had deducted ₹50 as delivery charges. I called National Consumer Helpline (NCH) regarding this deduction of Rs 50 they advised to go to the consumer court and shared the address, but I couldn’t move forward because I, being a working woman and mother of a special child, found it is very difficult to prioritise pursuing the case and my child’s needs.

But at least my hard-earned money was refunded, that too free of cost. This happened with a few (toll free) calls and a few emails. I have shared my experience so that we common people should not be cheated by these fraud companies, which harass and cheat common people.”


Complaint registration:

You can register your grievances against any product or company in three ways

  1. You can call to register your complaint 1800-11-4000 OR 14404 – Timing: All Days Except National Holidays (09:30 AM To 05:30 PM) OR
  2. SMS on this Number 8130009809 . They will get back to you. OR
  3. Register online your complaint at National Consumer Helpline web portal and go to complaint registration, you need first register yourself with the portal.

Tracking the complaint: The consumer can track his/her complaint at  consumerhelpline.

Different states consumer helplines can be found here: consumeraffairs.

To know more,click here.

With #MySocialResponsibility, we aim to bring you more inspiring stories of individuals and organisations across the globe. If you also know about any changemakers, share their story at [email protected] and we'll spread the word.

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