Consumer Commission Pulls Up Paytm for Sending T-Shirt Instead of Laptop, Terms It Grave Deficiency

The Ernakulam District Consumer Disputes Redressal Commission held Paytm officials liable for delivering a poor-quality T-shirt instead of a laptop ordered in 2021. 

The Commission found this to be a grave deficiency in service under Section 2(11) of the Consumer Protection Act, 2019, and noted negligence in not processing the refund despite repeated complaints.

Emphasizing the accountability of e-commerce platforms, the bench said consumers must be treated with dignity, and platforms must ensure fair and timely redressal rather than viewing buyers as mere transactions.

[Dr. Gejo Anna V. Paytm & Ors]