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

Keerthana Satheesh

New member
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.
 

Attachments

  • WhatsApp Image 2025-08-29 at 21.25.54.jpeg
    WhatsApp Image 2025-08-29 at 21.25.54.jpeg
    86.3 KB · Views: 0
  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
 
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
 
Back
Top