Medlife Wellness Retail Private Limited - Medlife

Recommendation: Not Upheld | Medium: General Public

The ASCI had approached the advertiser (yourselves) for its response in addressing the grievances of the complainant and forwarded the details of the complaint, verbatim, to the advertiser with a request to respond to the same. The advertiser was offered an opportunity to seek an Informal Resolution (IR) of the complaint and a telecon with the ASCI Secretariat to seek further guidance, which they did not avail nor did they submit their written response. The Consumer Complaints Council (CCC) noted that the advertiser did not submit their response addressing the complaint prior to the prescribed due date for this complaint. The CCC viewed the Website advertisement (https://www.medlife.com)and observed that the advertiser is an healthcare company that home delivers the widest range of medicines through booking online or over the phone. The advertiser is claiming delivery of medicines in 24-48 hours. The CCC considered the complainant’s grievances that the advertiser has not delivered his medicines which were ordered on 4th September 2020. Complainant provided screen shots of his order status of 5th, 6th , 7th, and 8th September 2020, which showed that the delivery was always rescheduled for the next day. The CCC felt that there could be many reasons for non-delivery of the ordered medicines, one of which could be that the medicines ordered were not available in stock with the Pharmacy. Given the nature of the complaint, the CCC considered this to be an unintentional lapse in the fulfilment of an advertised claim by the advertiser. Upon careful consideration of the complaint and in the absence of response from the advertiser, and based on the evidence provided by the complainant, the CCC concluded that the claim, “Delivery in 24-48 HRS” is not in contravention of Chapter I.7 of the ASCI Code (“In mass manufacturing and distribution of goods and services it is possible that there may be an occasional unintentional lapse in the fulfilment of an advertised promise or claim. Such occasional unintentional lapses may not invalidate the advertisement in terms of this Code.”). This complaint was NOT UPHELD.