Nearly 20 lakh consumer complaints have been filed against e-commerce and quick commerce platforms over the last five years on the National Consumer Helpline (NCH), the government informed Parliament[reference:108].
Union Minister of State for Consumer Affairs BL Verma told the Lok Sabha in a written reply that 5.1 lakh consumer complaints were lodged in 2025 alone, marking a 16% increase from 4.4 lakh a year ago[reference:109]. When you compare figures from 2021 (2.2 lakh), the volume of complaints has grown more than two-fold[reference:110].
Platforms with the most complaints
Flipkart received the highest number of complaints in 2025 at 1.33 lakh, followed by Amazon at 91,248 and Meesho at 29,284[reference:111]. Flipkart has topped the list every year since 2021[reference:112].
Other platforms on the list include Myntra with 25,384 complaints in 2025, Reliance Industries-owned Netmeds (19,895), Zepto (5,774), Blinkit (5,102), Naaptol (4,079), VLE Bazaar (3,907) and Nykaa (3,405)[reference:113].
Types of complaints
In 2021 and 2022, non-refund of paid amounts was the single largest category of complaints. However, in 2025, delivery of defective or damaged products became the top category[reference:114]. This category accounted for 79,818 complaints, followed by delivery of wrong products (75,426)[reference:115]. Other frequent complaints were related to denial of replacement or refund as per policy and non-refund of paid amounts[reference:116].
Regulatory action
The Central Consumer Protection Authority (CCPA) has imposed a penalty of over Rs 1.12 crore on 47 e-commerce platforms[reference:117]. The National Consumer Helpline has facilitated refunds amounting to Rs 91 crore to consumers, including over Rs 61 crore for complaints related to e-commerce platforms between April 25, 2025, and June 30, 2026[reference:118]. All grievances stand disposed of now[reference:119].
The government also pointed to a layered regulatory framework built around the Consumer Protection (E-Commerce) Rules, 2020[reference:120]. The rules mandate every e-commerce entity to appoint a grievance officer, acknowledge any consumer complaint within 48 hours and resolve them within a month[reference:121]. It also requires the e-commerce entity to record consumer consent only through explicit and affirmative action and not pre-ticked checkboxes or automated means[reference:122].
Separately, the CCPA's guidelines on dark patterns have identified 13 specific dark patterns in the e-commerce sector, including false urgency, subscription traps, drip pricing, confirm-shaming, and disguised advertisements[reference:123].
However, according to data shared by the ministry, only 31 e-commerce and quick commerce platforms have so far voluntarily submitted self-declaration letters confirming compliance with these guidelines, following a CCPA advisory issued in June 2025[reference:124].