Consumer discovers spoiled food in quick commerce delivery bag
The Indian government reported a significant rise in consumer grievances against e-commerce and quick commerce platforms in 2025, with over 5.1 lakh complaints filed on the National Consumer Helpline. This marks a nearly 14% increase from the 4.4 lakh complaints registered in 2024, indicating escalating consumer dissatisfaction with online retail services.
According to a written reply submitted to the Lok Sabha by the Minister of State for Consumer Affairs, BL Verma, Flipkart was the most complained-against platform, receiving 1.3 lakh complaints. Amazon followed with 91,248 complaints, and Meesho registered 29,284 complaints. Other platforms also saw substantial complaint volumes: Myntra (25,384), Netmeds (19,895), Zepto (5,774), Blinkit (5,102), and Nykaa (3,400).
The primary reasons for these complaints included non-delivery of products (79,818), delivery of incorrect items (75,426), issues with product replacement or refunds (61,056), and the delivery of defective or damaged goods (60,969). Consumers also raised concerns about product delays, customer service, missing orders, and the sale of counterfeit products.
The National Consumer Helpline (NCH) reported that all complaints received in 2025 were resolved. Under the Consumer Protection Act, 2019, e-commerce entities are mandated to appoint a grievance officer, acknowledge complaints within 48 hours, and resolve them within one month.
In addition to complaint resolution, the NCH facilitated refunds totaling ₹91 crore to consumers between April 2025 and June 2026. The Central Consumer Protection Authority (CCPA) has also imposed penalties amounting to nearly ₹1.1 crore on 47 e-commerce platforms to date.
These figures emerge amidst a broader regulatory focus on quick commerce and food delivery platforms. Recent actions include the sealing of a Zepto warehouse in Bengaluru due to food safety violations and the suspension of a Blinkit facility’s license in Mumbai following findings of cockroach infestation and other food safety breaches. Similar actions were taken against Blinkit and Zepto facilities in Pune and Mumbai in the previous year.
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