Flipkart, Amazon, and Meesho Lead E-Commerce Consumer Complaints on NCH in 2025

Major e-commerce platforms including Flipkart, Amazon, and Meesho recorded the highest volume of consumer grievances filed on the National Consumer Helpline (NCH) during the calendar year 2025, according to data presented by the central government in Parliament.

Union Minister of State for Consumer Affairs B.L. Verma shared the official figures in a written reply to the Lok Sabha.

1. Top E-Commerce Platforms by Complaint Volume (2025)

Flipkart topped the list, followed by major horizontal e-commerce players, niche marketplaces, and quick-commerce platforms:

• Quick Commerce Segment: A total of 5.11 lakh complaints related specifically to quick-commerce companies were logged on the NCH in 2025, all of which were subsequently disposed of.

2. Key Nature of Consumer Grievances

The single largest category of consumer complaints pertained to non-delivery issues:

• Non-Delivery of Orders: 79,818 cases (the highest individual grievance category).

• Other Frequent Complaints:

  • Delivery of wrong, defective, or damaged products.

  • Denial of refund or replacement despite platform policy.

  • Delay in processing refunds after return collection.

  • Sale of counterfeit or spurious items.

  • Unauthorised or duplicate auto-debits without customer consent.

3. Regulatory Action & Consumer Refunds

• CCPA Penalties: The Central Consumer Protection Authority (CCPA) penalised 47 e-commerce platforms, imposing cumulative fines worth ₹1,12,01,500 (~₹1.12 crore) for unfair trade practices.

• NCH Facilitated Refunds: Between April 25, 2025, and June 30, 2026, the National Consumer Helpline facilitated over ₹91 crore in total consumer refunds at the pre-litigation stage. Of this total, more than ₹63 crore pertained exclusively to e-commerce disputes, resolving over 1,47,000 grievance claims.

• Convergence Programme: As many as 1,853 companies have voluntarily partnered with the NCH to directly resolve user complaints via the portal.