Flipkart and Amazon received the highest number of consumer complaints among e-commerce companies registered with India’s National Consumer Helpline (NCH) in 2025, according to data presented by the government in Parliament. Flipkart topped the list with 1.33 lakh complaints, followed by Amazon with 91,248 complaints, highlighting the scale of consumer grievances facing some of India’s largest online marketplaces.
Meesho, Myntra and Netmeds also featured among the platforms with the highest number of complaints, while quick-commerce companies such as Zepto and Blinkit appeared further down the list. The government said the NCH facilitated more than ₹91 crore in refunds to consumers between April 25, 2025, and June 30, 2026, with more than ₹63 crore related specifically to e-commerce grievances.
Flipkart and Amazon Lead Complaint Rankings
According to data shared in the Lok Sabha, the top 10 e-commerce companies by number of complaints filed with the NCH in 2025 were:
| E-commerce Platform | Consumer Complaints |
|---|---|
| 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 |
The figures show a substantial gap between the two largest platforms and the rest of the list, although complaint totals also reflect differences in customer and transaction volumes.
Non-Delivery Is the Biggest Consumer Complaint
Non-delivery of products was the largest individual category of consumer complaints in 2025, accounting for 79,818 cases.
Other major complaint categories included:
- Delivery of incorrect products.
- Refusal to provide replacement or refunds according to stated policies.
- Delivery of defective or damaged products.
- Failure to refund money already paid.
- Deficiencies in services.
- Sale of counterfeit or spurious products.
- Unauthorised debits from consumers.
The pattern highlights that delivery, refunds and after-sales service remain major pain points for online shoppers despite the rapid expansion of India’s e-commerce industry.
Government Recovers More Than ₹91 Crore in Refunds
The NCH has increasingly become an important pre-litigation mechanism for resolving consumer disputes.
Between April 25, 2025, and June 30, 2026, the helpline facilitated:
- More than ₹91 crore in consumer refunds.
- More than ₹63 crore in refunds related to e-commerce grievances.
- Resolution of more than 1.47 lakh refund-related complaints at the pre-litigation stage.
The figures indicate that consumers are increasingly using government-backed grievance mechanisms to seek refunds before taking disputes to consumer courts.
Quick Commerce Also Faces Consumer Complaints
The government’s data also highlights the growing consumer grievance burden associated with India’s rapidly expanding quick-commerce sector.
The NCH received 5.11 lakh quick-commerce complaints in 2025, and the government said all of these complaints were disposed of.
Platforms such as Zepto and Blinkit appeared among the top e-commerce companies by complaints, with 5,774 and 5,102 complaints respectively.
The complaints come as quick-commerce companies expand rapidly across Indian cities, promising deliveries of groceries and other products within minutes.
CCPA Penalises E-Commerce Platforms
The government has also taken enforcement action against e-commerce companies.
The Central Consumer Protection Authority (CCPA) has imposed penalties totaling approximately ₹1.12 crore on 47 e-commerce platforms, according to the data presented in Parliament.
The action forms part of wider government efforts to address unfair trade practices and improve transparency in India’s rapidly growing online commerce sector.
The Consumer Protection (E-Commerce) Rules, 2020, were introduced to protect consumers and address unfair practices in online transactions.
National Consumer Helpline Expands Its Role
The National Consumer Helpline operates as a pre-litigation grievance redressal platform, allowing consumers to approach companies before pursuing formal legal proceedings.
Consumers can file complaints through:
- Toll-free number 1915.
- WhatsApp and SMS.
- NCH’s website.
- NCH mobile application.
- UMANG application.
- Email.
The service supports complaints in 17 Indian languages. The government said 1,853 companies have voluntarily joined its Convergence programme, allowing them to respond directly to consumer complaints and update grievance status through the NCH system.
What the Data Means for E-Commerce Companies
The complaint figures underline the challenge facing India’s online retail industry as transaction volumes continue to rise. Large platforms process millions of orders, meaning even a relatively small rate of service failures can generate substantial absolute numbers of complaints.
For e-commerce companies, reducing grievances will increasingly depend on:
- More reliable delivery networks.
- Faster refund processing.
- Better seller monitoring.
- Stronger counterfeit-product controls.
- More effective customer support.
- Clearer replacement and return policies.
Improving these areas could also reduce the number of disputes that escalate from customer-service channels to government grievance mechanisms.
Looking Ahead
The large number of complaints against Flipkart, Amazon and other major e-commerce platforms highlights the growing importance of consumer protection as India’s online retail market expands. Flipkart recorded the highest number of complaints in 2025 at 1.33 lakh, followed by Amazon at 91,248, while Meesho, Myntra and Netmeds also recorded significant numbers. At the same time, the government’s refund data shows that the National Consumer Helpline is playing an increasingly important role in resolving disputes before they reach consumer courts.
Looking ahead, e-commerce companies are likely to face greater pressure to improve delivery reliability, refund systems, product quality and seller accountability. With regulators stepping up enforcement and consumers gaining easier access to grievance mechanisms, effective customer service and transparent business practices could become increasingly important competitive factors for India’s e-commerce and quick-commerce platforms.
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