Akhilesh Saini
New member
- Seller Name
- Jio Mart
- Company Name
- Jio Mart
- Product Name
- Airpods Pro (3rd Gen)
- Website Name
- jiomart.com
- Customer Care Number
- 18008901222
- Loss Amount
- 21990
- Ratings
- Opposite Party Address
- PURWA 209859, 530,532,NH 25, Paragana Gaurinda, Unnao, Supply State GSTN: 09AABCR1718E1ZN
I placed an order for Apple AirPods Pro on 23 June 2026 through the JioMart platform. The product was delivered to me on 27 June 2026. After receiving and using the product, I found that it did not match the quality and specifications advertised on the JioMart product page. The issues observed are as follows: * The sound quality is significantly below the expected standard. * The Active Noise Cancellation (ANC) feature is not functioning properly. * The touch/sensor controls are not working as expected. * Overall, the product does not perform as described on the JioMart website. Since the product appeared to be defective and not as advertised, I immediately raised a return request through the JioMart platform on the same day, 27 June 2026, which was well within the stated 5-day hassle-free return period. Shortly after raising the return request, I received a call from a JioMart representative asking for the reason for the return. I clearly explained all of the above issues. However, the representative informed me that JioMart accepts returns only in cases where the product is physically damaged. This condition was "never disclosed on the product page or during the purchase process". At the time of placing the order, the website only mentioned a "5-Day Hassle-Free Return" policy and did not specify that returns would be restricted solely to physically damaged products. The call was subsequently disconnected, and my return request was rejected. The reason recorded by JioMart was: > "No quality/damage issue found in the product." This rejection reason is incorrect and misleading because I had specifically reported multiple quality and functional defects. My complaint was not limited to physical damage. I then contacted JioMart Customer Support for clarification. During this interaction, I was informed of an entirely different reason for rejecting my return request. The customer support executive stated that my request had been rejected because the images I uploaded allegedly did not clearly show the brand name on the product. This explanation directly contradicted the earlier rejection reason and demonstrates inconsistency in JioMart's handling of my complaint. The customer support executive then advised me to connect with a live agent through the JioMart chat facility to upload fresh images and videos. However, when I connected with the chat agent and explained my issue, the agent immediately stated that they were facing technical issues and abruptly closed the conversation without providing any assistance or allowing me to submit the requested evidence. Thereafter, I again contacted JioMart Customer Support and spoke with a specialist team member named Honey. Instead of addressing my return request, she repeatedly advised me to contact Apple directly for resolution, stating that JioMart could not assist further. I respectfully submit that this response is unreasonable and contrary to consumer rights. My purchase was made from JioMart, and the payment was made to JioMart, making them the seller responsible for handling product defects and return requests in accordance with their stated return policy. At no point before or during the purchase was it disclosed that customers experiencing internal defects or functional issues would be required to contact the manufacturer directly. Had such a condition been disclosed, I would have been able to make an informed purchasing decision. It appears that JioMart has repeatedly changed the reason for rejecting my return request and has failed to provide a consistent or fair resolution. Instead of honoring its advertised return policy, it has attempted to shift responsibility to the manufacturer despite being the seller of the product. My return window remains valid until 3 July 2026, and despite reporting the issue immediately after delivery, JioMart has failed to process my legitimate return request. I have attached all relevant documents, including: * Order details and invoice. * Screenshots of the product page and return policy. * Screenshots of the return request and rejection. * Chat conversations with JioMart customer support. * Call recordings (where available). * Images and videos demonstrating the product defects. ### Relief Sought In light of the above facts, I respectfully request that the Hon'ble Consumer Commission direct JioMart to: 1. Accept the return of the defective product. 2. Refund the full purchase amount paid by me. 3. Take appropriate action for the misleading representation of its return policy and the unfair denial of my legitimate return request. 4. Award any other relief deemed fit in the interest of justice, including compensation for the inconvenience, harassment, and deficiency in service caused to me. You can Find relevant proofs of the issue on attached Drive Link: Jio Mart Issue – Google Drive