‘10 online shopping platforms that faced most consumer complaints, non-delivery of goods top grievance; Rs 91 crore refunds in one year’
Online shopping giants Flipkart, Amazon and Meesho emerged as the top three platforms facing the highest volume of consumer grievances on the National Consumer Helpline (NCH) in 2025, the government informed the Lok Sabha recently. In a written reply to the Parliament, Union Minister of State for Consumer Affairs BL Verma disclosed that Flipkart topped the list with over 1.33 lakh complaints, followed by Amazon with 91,248 and Meesho with 29,284. Quick-commerce and niche retail platforms also featured prominently among the top ten offenders.Operated by the Department of Consumer Affairs, the NCH acts as a single-window pre-litigation website. It currently supports 17 Indian languages and connects consumers with 1,853 partner companies registered under its voluntary “Convergence” initiative. This means that 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.
Top 10 E-Commerce Platforms by Grievance Volume
* Flipkart: 1,33,000* Amazon: 91,248* Meesho: 29,284* Myntra: 25,384* Netmeds: 19,895* Zepto: 5,774* Blinkit: 5,102* Naaptol: 4,079* VLE Bazaar: 3,907* Nykaa: 3,405
Regulatory crackdown and refunds
To curb unfair trade practices under the Consumer Protection (E-Commerce) Rules, 2020, the Central Consumer Protection Authority (CCPA) imposed fines on 47 platforms, slapping collective fines totaling approximately Rs 1.12 crore (Rs 1,12,01,500). The minister highlighted significant enforcement outcomes through pre-litigation resolution.The minister said that the NCH facilitated refunds of over Rs 91 crore to consumers between April 25, 2025, and June 30, 2026, of which more than Rs 63 crore pertained to grievances in the e-commerce sector. This was achieved by resolving over 1,47,000 consumer grievances related to refund claims at the pre-litigation stage, he said. A total of 5.11 lakh complaints related to quick commerce were received on the NCH in 2025, all of which were disposed of, the minister added.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.
How NCH complaint system works
Consumers can escalate unresolved e-commerce disputes through:* Toll-Free Helpline: 1915* WhatsApp / SMS: 8800001915* Email: nch-ca@gov.in* Complaint websites: consumerhelpline.gov.in, the NCH app, and the UMANG application
