Customer service staff processing a high volume of complaints related to online retail orders.
New Delhi – India’s retail sector is experiencing a surge in consumer grievances, with major players like Trent, V-Mart Retail, and Titan reporting substantial year-on-year increases in complaints. This trend appears closely correlated with the rapid expansion of their e-commerce operations.
Trent, a retail chain under the Tata Group, saw its consumer complaints jump by 35% in the fiscal year 2026, exceeding 300,000 instances. The company’s latest annual report points to its burgeoning online business as the primary driver for this escalation in customer issues.
Similarly, V-Mart Retail and Titan have also noted significant upticks in complaints. V-Mart Retail reported a 14% rise, bringing its total to over 130,000 complaints, while Titan experienced a 9% increase, also surpassing the 130,000 mark.
The data highlights a growing challenge for traditional retailers as they navigate the complexities of omnichannel strategies. While e-commerce offers significant growth opportunities, it simultaneously introduces new logistical and customer service hurdles that can impact overall customer satisfaction.
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