Nearly 2 Million Consumer Complaints Filed Against E-commerce Platforms in Five Years

Nearly 2 million consumer complaints have been filed against e-commerce and quick commerce platforms through the National Consumer Helpline (NCH) in the last five years, the Indian government announced in Parliament. The number of complaints registered in 2025 alone reached 5.1 lakh, a 16% increase from the previous year, and more than double the volume reported in 2021.

Flipkart and Amazon were the platforms with the highest number of complaints. In 2025, Flipkart received 1.33 lakh complaints, followed by Amazon with 91,248. Flipkart has consistently been the platform with the most complaints each year since 2021. Other platforms like Myntra, Netmeds, Zepto, and Blinkit also feature prominently in the complaint data.

The nature of grievances has also evolved. While non-refund of amounts paid was the largest category of complaints in 2021 and 2022, non-delivery of products became the most significant issue in 2025, accounting for 79,818 complaints. Other common issues included delivery of wrong products, defective or damaged goods, and denial of replacements or refunds.

The Central Consumer Protection Authority (CCPA) has imposed penalties exceeding Rs 1.12 crore on 47 e-commerce platforms. The NCH has facilitated refunds totaling over Rs 91 crore to consumers, with more than Rs 61 crore specifically related to e-commerce platforms between April 2025 and June 2026.

Currently, only 31 e-commerce and quick commerce platforms have voluntarily submitted self-declaration letters confirming compliance with government guidelines aimed at preventing "dark patterns" and unfair trade practices. These rules mandate the appointment of a grievance officer and resolution of complaints within a month.