Complaint under Section 35 of the Consumer Protection Act, 2019 for Deficiency of Service and Product Defect against Eureka Forbes Ltd. and Retailez P

[Keerthana Satheesh]

Dealer Name

RETAILEZ PRIVATE LIMITED (Amazon seller)

Company Name

Eureka Forbes Ltd

Product Name

Eureka Forbes Lvac Voice Nuo Robotic Vacuum Cleaner with Mopping (Model: B0C55MLQWP)

Customer Care Number

1860-266-1177 /

Loss Amount

16999

Ratings

1.00 star(s)

Opposite Party Address

Eureka Forbes Ltd.
Corporate Office: Aquaguard House, CTS No. 147,
Village-Deonar, Govandi (E), Mumbai – 400088, Maharashtra


Retailez Private Limited
No. 1/B, IndoSpace Logistics Park, Puduvoyal,
Durainallur Village, Ponneri Taluk,
Thiruvalluvar District, Tamil Nadu – 601206

Complaint under Section 35 of the Consumer Protection Act, 2019​

1. Facts of the Case:

• The Complainant purchased a Eureka Forbes Lvac Voice Nuo Robotic Vacuum Cleaner with Mopping (B0C55MLQWP) on 27.09.2024 (Invoice No: MAA4-1605028, Order No: 408-0960144-3480356) via Amazon, for ₹16,999.00.
• The product is still under warranty.
• Within less than six months, the product developed a major defect: it gets stuck during cleaning, stops moving, cleans only a small patch, and then returns without completing the cycle.

2. Deficiency in Service:

• On 31.05.2025, the Complainant raised a complaint to Eureka Forbes customer care regarding the malfunction. A service request (CM-010625-52243465) was generated with an assurance of resolution within 24 hours.
• Despite repeated follow-ups, including escalation emails on 19.06.2025 and 01.07.2025, the issue remains unresolved. Another service request (CM-120625-53032292) was raised, but no technician visited and no resolution was provided.
• The Opposite Parties have failed to provide timely service, repair, or replacement, despite multiple commitments.

3. Cause of Action:

• The Complainant has been patient and cooperative, providing all required details (invoice, contact info, complaint numbers).
• The repeated delays, false assurances, and non-resolution amount to deficiency in service and unfair trade practice under the Consumer Protection Act, 2019.

 

[iamthecosmos]

1. Escalate with Customer Care:
   
   • Call Eureka Forbes customer care again at 1860-266-1177.
   • Ask to speak with a senior service manager or escalation officer.
   • Provide your service request numbers (CM-010625-52243465 and CM-120625-53032292) and demand immediate resolution.
2. Raise a Formal Written Complaint:
   
   • Send a detailed email to Eureka Forbes customer support and Retailez Pvt Ltd with all documents (invoice, complaint details, photos).
   • Mention the Consumer Protection Act and your intention to escalate to consumer court if unresolved.
   • Use official email IDs (check company website or order confirmation mails).
3. Use Social Media & Public Platforms:
   
   • Post your issue on official Facebook, Twitter, and Instagram handles of Eureka Forbes and Retailez.
   • Companies often respond faster to public complaints.
4. File a Complaint with Consumer Helpline:
   
   • Register your complaint on the National Consumer Helpline portal: consumerhelpline.gov.in
   • They provide free assistance and may help resolve disputes.
5. Approach Consumer Court:
   
   • If no resolution after escalation, file a formal complaint under Section 35 of the Consumer Protection Act, 2019.
   • Consumer courts can order repair, replacement, refund, and compensation.
6. Consider Alternative Dispute Resolution (ADR):
   
   • Some companies offer mediation or arbitration options.
   • This may save time compared to court proceedings.
7. Document Everything:
   
   • Keep all receipts, emails, chat transcripts, photos, and notes of phone calls.
   • This evidence strengthens your case during legal proceedings.

• Always buy from authorized dealers or official websites.
• Check product reviews and company service ratings.
• Register products immediately after purchase for warranty.
• Keep a record of all service requests and communications

 

[TeamMember]

Important Notice:
We would like to clarify that this website is not affiliated with any government authority. It is an open public platform managed by a private law firm with the aim of assisting consumers with legal guidance and support.

If you are looking to file a formal complaint or case against Eureka Forbes, we can help you understand the process and guide you in filing a case with the appropriate Consumer Forum.

Please feel free to provide details of your issue, and our team will get in touch with you to assist further.

Best regards,
Thanks

 

[MITA CHAKRABORTY]

On February 2025 I have purchased one AQUAGUARD, from local dealer vide address : 77/1/1, Ho Chi Min Sarani, Kolkata - 700061, and delivered to my address, Since then the AQUAGUARD was problematic and not functioning properly,
In this respect I need your help on priority.
with Regards,
MITA CHAKRABORTY,
28/2, KAZI PARA ROAD,
KOLKATA - 700060
MOB. NO : 8420653419

 

[TeamMember]

On February 2025 I have purchased one AQUAGUARD, from local dealer vide address : 77/1/1, Ho Chi Min Sarani, Kolkata - 700061, and delivered to my address, Since then the AQUAGUARD was problematic and not functioning properly,

Thank you for reaching out. We noticed that you are facing the similar problem that has already been addressed in a different thread. We kindly request you to please review that thread for the information you’re looking for.

Post in thread 'Online AMC taken but Technician or company not responding.'

18 April 2025

Dear @Dhruv

We have reviewed your detail concerning the lack of response from Eureka Forbes following the purchase of an Annual Maintenance Contract (AMC). Such inaction constitutes a clear case of deficiency in service under the Consumer Protection Act, 2019.

Legal Grounds:​

According to Section 2(11) of the Consumer Protection Act, 2019, "deficiency" refers to any fault, imperfection, shortcoming, or inadequacy in the quality, nature, or manner of performance required to be maintained by or under any law or contract. Failure to provide services as stipulated...

• TeamMember

If you still have any questions or need further clarification, feel free to reply here with the specific question that wasn’t answered in the previous thread. Our team will be happy to assist you further.

Thanks

 

[sagar2025]

I am writing to formally raise a complaint regarding the extremely poor service and fraudulent behavior I experienced in relation to my service request CM-171125-62328111, raised on 17th November 2025, for replacing the filter of my Aqua guard machine.

Timeline of Events:
Service Request and Technician Assignment:

I raised the service request on 17th November 2025, and a technician visit was scheduled for 19th November 2025.
On 19th November 2025, after making four calls to customer care, the request was finally assigned to Sashikant Dash(Mob: 99386 33469).
Technician Visit on 19th November 2025:

I waited until 7:30 PM, but the technician did not arrive. At 7:45 PM, I contacted customer care again and was advised to call the technician directly using the number provided in the app.
Upon calling the technician, he was initially reluctant to come but eventually agreed.
After arriving, the technician struggled to open the Aqua guard machine, raising doubts about his professionalism and expertise. Eventually, he managed to open it and replaced the filter. However, the machine still did not work, and he informed me that the PCB (Printed Circuit Board) needed replacement.
He requested an additional payment of Rs 2000 for replacing the PCB, which I paid via UPI (G-Pay) to his number where his name and UPI Id is displayed.
After receiving the payment, he stated that he did not have the PCB with him and promised to return the next day (20th November 2025) in the first half to complete the replacement. I also requested a receipt for the Rs 2000 payment, but he claimed he had forgotten to bring the receipt book.
Failure to Complete the Job on 20th November 2025:

On 20th November, I waited until 6 PM, but the technician did not show up. When I called him, he assured me he would arrive within 30 minutes.
Despite waiting until 9 PM, the technician failed to arrive. Upon calling again, he informed me that he still did not have the PCB and that it would take another two weeks to procure it.
Frustrated, I requested a refund of the Rs 2000, but he abruptly disconnected the call. Since then, he has not answered any of my calls.

Disappearance from the App: To my shock, I discovered that the technician's name (Sashikant Dash) is no longer visible in the Eureka Forbes app.

My Concerns: Fraudulent Behavior: The technician Sashikant Dash has taken Rs 2000 from me without providing the promised service or issuing a receipt. His behavior is both unprofessional and fraudulent.

Despite being a customer of a reputed company like Eureka Forbes, I have faced harassment, financial loss, and mental stress due to the lack of proper service and accountability.

I demand an immediate refund of the amount paid to the technician.

Strong disciplinary action must be taken against Sashikant Dash to prevent such incidents from happening in the future. The machine is left open since past 3 days.




Sincerely,
Sagar Sampad
Mob: 96636 12559