Link to Lok Sabha reply [Original] & [Archived at MediaNama]
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.
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. When you compare figures from 2021 (2.2 lakh), the volume of complaints has grown more than two-fold.
The bulk of the complaints filed last year were against Flipkart (1.33 lakh), followed by Amazon (91,248) and Meesho (29,284). In fact, Flipkart has consistently drawn the highest number of complaints every year since 2021.
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).
This comes as the government intensifies its crackdown on quick commerce platforms. Earlier this week, it was reported that food safety authorities sealed a Zepto warehouse in Bengaluru. They also cancelled the food licence of a Blinkit facility in Mumbai due to serious food safety and hygiene violations.
In June 2026, MediaNama reported that several food products and D2C brands flagged by India’s food regulator for misleading claims were still available on Blinkit, Zepto, Swiggy Instamart, Amazon Fresh, and Flipkart Minutes.
Data shows the nature of grievances is also changing. In 2021 and 2022, non-refund of paid amounts was the single largest category of complaints. However, non-delivery of products became most problematic in 2025. This category accounted for 79,818 complaints, followed by delivery of wrong products (75,426).
Other frequent complaints were related to denial of replacement or refund as per policy, delivery of defective or damaged products, and non-refund of paid amounts.
Meanwhile, 12,614 consumer complaints flagged that the amount was debited without their consent.
The Central Consumer Protection Authority (CCPA) has imposed a penalty of over Rs 1.12 crore on 47 e-commerce platforms. The National Consumer Helpline has facilitated refunds amounting to Rs 91 crore to consumers. This includes over Rs 61 crore for complaints related to e-commerce platforms, between April 25, 2025, and June 30, 2026. All grievances stand disposed of now.
Only 31 e-commerce platforms comply with dark pattern guidelines: The government also pointed to a layered regulatory framework built around the Consumer Protection (E-Commerce) Rules, 2020. 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. 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.
Separately, the CCPA’s Guidelines for Prevention and Regulation of Dark Patterns, 2023, identified 13 specific dark patterns in the e-commerce sector. This includes false urgency, subscription traps, drip pricing, confirm-shaming and disguised advertisements.
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. Here’s a complete list of platforms complying with CCPA guidelines:
- Page Industries Private Limited (JOCKEY)
- WILLIAM PENN Private Limited
- Axelia Solutions Pvt. Ltd.( “Pharmeasy”)
- Zepto Marketplace Pvt. Ltd.(Zepto)
- Curaden India Private Limited
- Duroflex Private Limited
- Flipkart Internet Private Limited
- Myntra Designs Private Limited
- Cleartrip Private Limited
- Walmart India Private Limited
- Makemy Trip (India) Private Limited
- Big Basket (Innovative Retail Concepts Private Limited)
- Tira Beauty (Reliance Retail Limited)
- Jio Mart ( Reliance Retail Limited)
- Reliance Jewels (Reliance Retail Limited)
- Ajio (Reliance Retail Limited)
- Reliance Digital (Reliance Retail Limited)
- Netmeds (Reliance Retail Limited)
- Hamleys (Reliance Retail Limited)
- MilkBasket (Reliance Retail Limited)
- Swiggy Limited
- TATA 1 mg
- Zomato (Eternal Limited)
- Blinkit (Blink Commerce Private Limited)
- Ixigo (Le Travenues Technology Limited)
- Meesho Ltd.
- CP Wholesale India Private Limited (Lots)
- Clues Network Pvt. Ltd. (Shop Clues)
- Fiora Hypermarket Limited
- Lenskart Solutions Ltd.
- Amazon Sellers Services Pvt Ltd.
Questions asked in the Parliament:
(a)”whether the Government has taken note of complaints regarding delivery of fake, damaged, defective or missing products by quick commerce platforms and if so, the details thereof;
(b) the number of complaints received against such platforms before Consumer Commissions, the Central Consumer Protection Authority (CCPA) and other consumer grievance mechanisms during the last five years, year- and platform-wise, indicating the number of cases resolved, pending and disposed of;
(c) whether the Government has issued any guidelines, advisories or regulations for quick commerce platforms relating to product authenticity, delivery standards, refunds, replacements and consumer protection and if so, the details thereof;
(d) the details of investigations, penalties, fines or other penal action taken against quick commerce companies found guilty of unfair trade practices, sale of counterfeit goods or deficiency in service; and
(e) the details of the further steps taken by the Government to strengthen consumer protection and accountability in the quick commerce sector?”
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