The District Consumer Disputes Redressal Commission in Chandigarh has directed Drools Pet Food Private Limited, based in Rajnandgaon, Chhattisgarh, to pay Rs 10,000 as compensation to a city woman after she discovered live worms and insects in a packet of dog food she purchased for her pet.
Incident Details
Himani Jamwal, a resident of Chandigarh and owner of a seven-year-old Black Labrador, bought a packet of Drools Absolute Calcium sausages along with other pet supplies from M/s Modern Store, Chandigarh, on April 28, 2023. On May 7, 2023, when she opened the seal of one sausage to feed her dog, she found the contents to be rotten and infested with live worms and insects.
She immediately took photographs and videos of the spoiled product and contacted customer care via the number listed on the website and the product box. She also sent a message on WhatsApp and wrote an email seeking redressal. Alleging deficiency in service and unfair trade practice, she filed a complaint with the consumer commission.
Company's Defense
In its reply, the company denied the allegations, claiming that the complainant did not store the product as directed on the package, which required keeping it in a cool and dry place. The company argued that improper storage might have caused the sausage to lose integrity and become prone to worm infestation.
Commission's Ruling
After hearing arguments, the commission stated that the company failed to prove that the complainant mishandled the product or did not store it properly. Consequently, the company was held guilty of deficiency in service and unfair trade practice by selling a defective pet food product.
The commission ordered Drools Pet Food to refund Rs 540, the cost of the product, along with interest at 6 percent per annum from the date of purchase until actual payment. Additionally, the company must pay Rs 10,000 as compensation for the harassment suffered by the complainant and to cover litigation expenses.
Implications
This case highlights the importance of product quality and consumer rights in the pet food industry. Pet owners are advised to inspect products carefully and report any issues promptly. The ruling serves as a reminder to manufacturers to ensure stringent quality control measures.
