A district consumer disputes redressal forum here directed a packers and movers company to pay ₹50,000 as compensation to a complainant whose household goods were damaged during transportation from Gurugram to Goa.

Holding the company deficient in services, the consumer forum observed, “It is commonly seen that people sometimes attach sentiments and memories to the household article which remains with them for a long time... there has been damage to the household goods, including the fridge and furniture. The photographs of the damaged property also support the case of the complainant.”

The directions came on a complaint moved by a Kanpur resident who alleged that she had paid a sum of over ₹31,000 to the company for the transportation of household goods from a flat in Gurugram to Goa.

Late delivery

“It was promised that the goods shall be transported to Goa within seven days. However, those reached Goa a week late in the most deplorable and damaged condition. It has been further averred in the complaint that the goods were not insured by the opposite party despite clear instructions... and that most of the goods with emotional and memorable values got cracked, broken and became unusable,” the complainant said.

The complainant further alleged that over ₹40,000 was spent on the repair of the furniture.

However, the company contended that the consignment comprising household goods were used regularly and were “subject to normal wear and tear”.

“...the delay in reaching the destination was attributable to the complainant because she paid the balance freight charges subsequently as a result of which the goods could not be handed over to the complainant,” the company claimed.

However, noting that the relevant documents provided by the complainant, including the invoices of certain goods, the consumer panel dismissed contentions put forth by the company. “Though it is very difficult to minutely assess damage but we feel that it would meet the ends of justice if we award ₹50,000 towards repair cost of damaged goods and compensation towards mental agony, harassment and litigation expenses,” the consumer forum held.