According to government data shared with Parliament, Flipkart received the maximum complaints at 1.33 lakh cases in 2025, followed by Amazon with 91,248 complaints. Meesho ranked third with 29,284 cases, while Myntra recorded 25,384 complaints. The remaining platforms on the top ten list included Netmeds (19,895), Zepto (5,774), Blinkit (5,102), Naaptol (4,079), VLE Bazaar (3,907), and Nykaa (3,405). As reported by the government, Myntra, Netmeds, Zepto, Blinkit, Naaptol, VLE Bazaar, and Nykaa were also among the platforms facing significant consumer complaints. Union Minister of State for Consumer Affairs BL Verma confirmed these figures in a written reply to the Lok Sabha on Wednesday.
According to the government data, non-delivery of products was the single largest category of complaints in 2025, accounting for 79,818 cases. Other frequent complaints included delivery of the wrong product, denial of replacement or refund as per policy, delivery of defective or damaged goods, non-refund of paid amounts, deficiency in services, sale of spurious or counterfeit products, and unauthorised debit of amounts without consumer consent. The Central Consumer Protection Authority imposed penalties of approximately ₹1,12,01,500 on 47 e-commerce platforms during this period. The National Consumer Helpline facilitated refunds of over ₹91 crore to consumers between April 25, 2025, and June 30, 2026, with more than ₹63 crore pertaining to e-commerce sector grievances. This was achieved by resolving over 1,47,000 consumer grievances related to refund claims at the pre-litigation stage.
As reported by the government, a total of 5.11 lakh complaints related to quick commerce were received on the National Consumer Helpline in 2025, all of which were disposed of. The Consumer Protection (E-Commerce) Rules, 2020, notified by the Department of Consumer Affairs on July 23, 2020, under the Consumer Protection Act, 2019, were designed to check unfair trade practices and safeguard consumer interests in the e-commerce sector. The NCH resolved over 1,47,000 consumer grievances related to refund claims at the pre-litigation stage during this period.
According to the government, the National Consumer Helpline, run by the Department of Consumer Affairs, functions as a single-window grievance redressal platform at the pre-litigation stage. Consumers can lodge complaints in 17 languages including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese and Manipuri, through the toll-free number 1915. As many as 1,853 companies have voluntarily partnered with the NCH under its 'Convergence' programme to respond directly to complaints and update consumers on redressal status through the portal. Grievances can be filed via multiple channels including the Integrated Grievance Redressal Mechanism (INGRAM), WhatsApp and SMS (8800001915), email (nch-ca@gov.in), the NCH app, web portal consumerhelpline.gov.in, and the Umang app.
