Katni: Lakmé India/Hindustan Unilever Limited and Lakmé Salon have faced an adverse order after allegedly delaying the redemption of a ₹2,000 e-gift card received by a customer after availing services at Lakmé Salon. The District Consumer Disputes Redressal Commission, Katni, held that there was a **deficiency in service and an unfair trade practice** and ordered the concerned parties to pay ₹10,000 to customer **Satveer Singh Bhatia.

Customer Satveer Singh Bhatia was represented by advocate **Rahul Gupta** in the matter.

### Three Parties Were Made Parties to the Case

Customer Satveer Singh Bhatia had made Lakmé India/Hindustan Unilever Limited, Lakmé Salon Katni, and Lakmé Area Sales Manager Joy Arpit Peter** parties to the proceedings. After hearing the matter, the Commission passed its order concerning the allegations of deficiency in service and unfair trade practice against Lakmé India/Hindustan Unilever Limited and Lakmé Salon.

According to the case, customer Satveer Singh Bhatia had availed services at Lakmé Salon, for which an amount of **₹9,100** was payable. During the transaction, an attempt was made to redeem a **₹2,000 e-gift card** received by the customer. However, the benefit of the gift card was not made available immediately by the salon.

The salon reportedly cited a technical issue with its website. Subsequently, it was also stated that the customer was required to provide information two days in advance** for redemption of the gift card. The customer objected to this condition and attempted to get the issue resolved, but the problem was not resolved immediately. The matter was subsequently taken before the Consumer Commission.

What Did the Commission Find?

During the proceedings, the Commission examined the facts and documents presented in the matter. The Commission found that **no documentary evidence was produced in support of the claim that the website was facing a technical problem or that two days' prior information was mandatory for redeeming the e-gift card**.

The Commission also observed that even after receiving notice, the consumer's problem was not resolved immediately.

It was stated that after receiving notice from the Commission, the Lakmé head office contacted the consumer and offered to facilitate redemption of the e-gift card. Considering the circumstances, the Commission held that the consumer had been subjected to unnecessary obstruction and delay in receiving the benefit of the e-gift card, which amounted to deficiency in service.

The Commission also treated the overall conduct as an unfair trade practice.

₹10,000 Compensation Along With Gift Card Amount and Litigation Cost
According to the order of the District Consumer Disputes Redressal Commission, Lakmé India/Hindustan Unilever Limited and Lakmé Salon have been directed, jointly and severally, to pay ₹10,000 to the consumer.

In addition, directions have been issued to provide the ₹2,000 e-gift card amount and pay ₹2,000 towards litigation expenses.
Based on the evidence available before it, the Commission held that the restriction imposed on the use of the e-gift card and the delay in resolving the issue were contrary to the interests of the consumer and amounted to deficiency in service and unfair trade practice.