Common Consumer Complaints in Online Shopping

Online shopping in India is convenient, but it comes with its share of troubles. Buyers often receive defective products, face delayed or failed deliveries, and struggle with refunds or hidden charges. Poor website navigation and unresponsive customer care only add to the frustration. These issues can leave shoppers disappointed and seeking a resolution. In this article, you will find the common consumer complaints in online shopping.

Top 10 Common Consumer Complaints in Online Shopping

Let us discuss the top 10 common consumer complaints in online shopping:

1. Defective or Damaged Products

Products arriving broken, scratched, or non-functional are a frequent scenario. For example, one shopper received a phone with a flickering screen, forcing multiple service calls. Similarly, Reddit users shared stories of empty boxes or wrong items, such as a Noise Fit watch case arriving, only to find no watch inside. This highlights the issue of poor product handling and quality checks before shipping.

2. Non?Delivery or Delayed Shipment

Many experience orders not arriving or reaching far past the expected date. Over 23% of complaints involve missing or delayed delivery in 2025. In one case, a customer ordered a laptop; the courier marked it delivered incorrectly, and the platform took days to resolve it. Late or missing packages create great inconvenience and erode trust.

3. Wrong or Incomplete Items

Shoppers often receive the wrong colour, size, or model. One example: a customer received a blue dress instead of the yellow one ordered. Another Reddit user got Kaju Anjeer roll instead of Kaju Pista from Swiggy, which highlights mis-picks across food or fashion orders. Incorrect items cause frustration and extra hassle for returns.

4. Refund & Return Headaches

Customers face frustration when returns drag or refunds don’t arrive. A Meesho customer waited days after courier pickup and was told the return was “cancelled,” stuck in customer service loops. Refund issues impact about 14% of complaints. Unresponsive returns systems make shoppers feel helpless and cheated.

5. Poor Customer Support

Difficult support, bots, long waits, and rude representatives are a major complaint. DigiLawyer notes many buyers remain stuck in call loops. One Reddit user described rude Meesho agents, cancelled exchanges, and threats if they criticised on social media. Support failures kill trust and damage brand reputation.

6. Over?Charges or Hidden Fees

Unexpected taxes, shipping funds, or auto?renewal charges surprise customers. About 5% of complaints mention extra charges without notice. Some report being charged twice, or slapped with unexplained fees after placing orders. This hurts transparency and can lead to complaints or legal action.

7. Fraud & Counterfeit Goods

Fake products disguised as brands cause serious anger. A Mumbai commission case involved getting a ring instead of a gold coin, leading to legal action. Reddit users warn about Amazon scams where bricks or soap were delivered instead of iPhones. Consumers feel deceived and often resort to lawsuits.

8. Billing Errors & Payment Issues

Payment glitches, double charges, and failed orders despite deduction create major frustration. One Reddit user said their bank deducted money, but the seller never accepted the order, leading to blame passing between systems. Others encounter blocked accounts after return attempts, complicating purchase outcomes?

9. Data?Privacy & Website Dark Patterns

Consumers worry about data misuse, unwanted subscriptions, and forced buys via “dark patterns.” The CCPA recently ordered all e?commerce platforms to remove such manipulative designs to protect users. These shady tactics reduce trust in platforms and frustrate shoppers.

10. Misleading Ads & Flawed Descriptions

Discrepancies between the ad and the actual product create confusion. Some items are labelled one thing but arrive substantially different. This includes exaggerated specs or false claims, leading to disappointment and complaints under laws on unfair trade practices.

Eligibility criteria for filing a complaint against online shopping

The following details include the eligibility criteria for filing a complaint against online shopping:

• The Actual Buyer: You must have paid for goods or services, not just received them as a gift, to qualify.?
• Personal Use or Self-Employment: Purchases for personal use or to earn your livelihood (like a photographer buying a camera) are valid. Buying items for resale is not eligible except in certain cases.?
• Legal Heirs or Representatives: If the original buyer has passed away, their legal heirs or authorised representatives can file the complaint on their behalf.?
• Group Complaints (Class Actions): Multiple consumers with the same issue, like many people getting damaged items, can file together as a group.?
• Registered Consumer Associations: Official consumer groups registered under the Companies Act or similar laws can bring complaints on behalf of affected individuals.?
• Government Entities: Central or state governments can file complaints to protect public consumer interests.?

Filing a Complaint Against an Online Shopping Website

If you’ve faced problems like wrong items, delayed deliveries, damaged products, or refund issues while shopping online, you have the right to raise a complaint. Here is the process for filing a complaint against an online shopping website:

Step 1: Collect All the Required Proof

Before filing your complaint, make sure you gather strong proof to support your case. This includes:

• Order confirmation emails, invoices, and payment receipts
• Screenshots of the product page, incorrect/damaged items, or misleading descriptions
• Records of any chats, emails, or phone calls with customer support
• Return or replacement request IDs (if raised earlier)

These documents will strengthen your complaint and make it easier for the company to understand and resolve your issue.

Step 2: File Your Complaint on the Shopping Platform’s Grievance Portal

Every online shopping website is required to have an internal grievance redressal system as per Indian consumer laws. Here’s how you can raise your complaint directly:

• Visit the shopping site’s “Contact Us,” “Help,” or “Grievance Redressal” section
• Submit your complaint by filling in:
• Your name, registered mobile number, or email ID
• The correct Order ID and clear details of the issue
• Upload all relevant proof, such as images, receipts, and screenshots

Always request a complaint reference number for tracking your case. Most online platforms aim to resolve such issues within 15 to 30 days.

Step 3: Follow Up Regularly Until Resolution

Keep following up using the complaint reference number provided. You can:

• Track your complaint status through the website or app
• Call or email the company’s customer care team for updates
• Note down dates, names, and responses for future reference

Timely and polite follow-ups often speed up the process and ensure your issue gets the attention it deserves.

If your complaint remains unresolved or you’re not satisfied with the solution, you have the right to escalate the matter to the Consumer Forum through the National Consumer Helpline (1915) or the E-jagriti Portal. These legal platforms help consumers get justice and fair treatment when companies fail to act responsibly.

File a Consumer Complaint Against an Online Shopping Website

If you’ve faced such problems and the online platform hasn’t helped, you can file a formal consumer complaint to protect your rights. The following details include the process to file for filing your complaint properly:

Step 1: Gather and Organise All Supporting Documents

To strengthen your case, collect all the necessary proof, such as:

• Order confirmation emails or invoices
• Screenshots of the product page, price, or product mismatch
• Chat transcripts, email exchanges, or call logs with the company’s customer service
• Proof of payment, like UPI, card, or wallet transaction details
• Courier receipts or failed delivery screenshots
• Any previous complaint reference numbers or tickets

Keep these documents in digital and printed formats. Good documentation shows you have made reasonable efforts and supports your case if escalated.

Step 2: Draft a Clear and Detailed Complaint Letter

Start by writing a formal complaint letter addressed to the Consumer Commission. Keep your tone polite, factual, and to the point. Include:

• Your full name, postal address, phone number, and email ID
• The shopping platform’s name and website link
• Your Order ID, date of purchase, and issue details
• A clear description of what went wrong (wrong item, fake product, refund not processed, etc.)
• Steps you have already taken (emails, calls, return requests)
• The resolution you expect, like a refund, replacement, compensation, or apology

A clear complaint letter, backed by facts and a polite tone, increases your chances of getting a fair resolution.

Step 3: Send a Legal Notice to the Online Shopping Company

If the shopping platform fails to resolve your complaint through its grievance officer, the next step is to send a formal legal notice. This notice informs the company that you are serious and gives them one final chance to settle the issue.

How to Do It:

• Draft the legal notice on a lawyer’s letterhead or use professional legal services like Online Legal India.
• Clearly mention your name, order ID, issue details (wrong product, refund delay, etc.), and the compensation or remedy you expect.
• Send the notice by email and registered post to the company’s legal or grievance officer.
• Keep a copy and proof of delivery for future use.

A legal notice often prompts the company to act quickly to avoid further legal consequences.

Step 4: Approach the Consumer Forum

If the shopping site ignores your complaint, delays the resolution, or offers an unsatisfactory response, you have the legal right to file a formal complaint under the Consumer Protection Act, 2019.

Choose the Right Forum Based on the Value of Your Complaint:

• District Consumer Dispute Redressal Commission (DCDRC): Handles consumer complaints where the total claim value, including product cost, losses, and compensation, is up to ?1 crore and is filed at the district level.
• State Consumer Dispute Redressal Commission (SCDRC): Deals with complaints involving claims between ?1 crore and ?10 crore and operates at the state level where the issue occurred or the company functions.
• National Consumer Dispute Redressal Commission (NCDRC): Handles high-value and complex consumer disputes exceeding ?10 crore and serves as the apex authority at the national level.

You can file your complaint easily online through the government’s E-jagriti Portal. Here, you can upload your complaint, proof, and pay a small court fee, without visiting the court in person.

Step 5: Attend the Hearing and Present Your Case

After filing, the consumer forum will send an official notice to the online shopping website and schedule a hearing. You will need to:

• Attend the hearing online or in person
• Bring all original documents, including the legal notice, order details, and screenshots
• Present your issue clearly and politely

The commission will hear both sides, review the evidence, and pass a legally binding order. If the company fails to comply, you can request legal enforcement.

To avoid lengthy court procedures, you can also choose Online Dispute Resolution (ODR) platforms like Online Legal India. These digital services help you settle disputes quickly, legally, and from the comfort of your home.

Why Consumers Prefer Online Dispute Resolution for Complaints?

Online shopping is convenient, but it can sometimes go wrong, like wrong products, delayed deliveries, fake items, or refund delays. Thanks to Online Dispute Resolution (ODR), consumers in India can now resolve such complaints quickly without the need for legal hassle or lengthy court visits. Here is why more and more people prefer ODR over traditional consumer forums when filing complaints against e-commerce websites.

1. Quick Resolutions Without Long Delays

Traditional consumer courts in India often take several months, or even years, to resolve disputes due to backlog and procedural delays. ODR platforms like Online Legal India help resolve e-commerce complaints within a few weeks. Whether it is a refund issue, defective product, or delivery failure, you get faster updates, quicker solutions, and legal closure without endless waiting.

2. Fully Online Process—No Physical Visits

With ODR, you can file your complaint, submit documents, attend hearings, and receive decisions online, from your mobile or laptop. No need to visit a consumer court, courier legal papers, or take time off work. This is especially helpful for senior citizens, working professionals, or people in remote areas who can’t travel easily.

3. No Lawyer Required—Save Costs and Time

ODR platforms are simple and don’t require any legal knowledge. You don’t need to hire expensive lawyers or worry about complicated legal language. The system guides you step by step. This makes it ideal for low-value disputes like faulty products, non-delivery, or unfair charges, which don’t justify costly legal help.

4. User-Friendly Interface for First-Time Complainants

Even if it is your first time filing a complaint, ODR portals are designed to help:

• Easy complaint forms with drop-downs
• Upload options for images, receipts, chats, and invoices
• Simple instructions to help you file without confusion

Anyone can use these services without any legal experience, making justice accessible to all.

5. Legally Binding Outcomes with Full Validity

Decisions made through ODR are fully valid under the Consumer Protection Act, 2019. Shopping platforms must comply with the decision, just like a physical court order. If they refuse, you can seek enforcement. This ensures that the outcome carries real legal weight.

6. Confidential, Safe, and Less Stressful

ODR allows you to raise your issue in a private, non-confrontational environment. There are no face-to-face arguments, no aggressive legal tactics, and no stress of public hearings. This is especially important when you’re dealing with harassment or sensitive issues like fraud or privacy violations.

7. No Geographic Limits—File from Anywhere in India

ODR removes the biggest barrier of location. Whether you’re in a metro city or a small town, you can file a complaint without worrying about where the shopping platform’s office or head office is located. This makes justice truly accessible for everyone across India.

Understanding ODR in Filing Complaints Against Online Shopping

Online shopping is convenient, but sometimes it leads to frustrating issues like wrong deliveries, fake products, delayed refunds, or poor customer service. The good news is that you don’t always have to go through lengthy court battles to get justice. Online Dispute Resolution (ODR) now offers a faster, simpler, and legally recognised way to resolve complaints against online shopping websites, right from the comfort of your home.

ODR works through three recognised methods: mediation, negotiation, and arbitration, all designed to help you reach a fair solution without the stress of going to court.

How Does ODR Work for Online Shopping Complaints?

Let us discuss how ODR works for online shopping complaints:

Step 1: Gather All Relevant Evidence

Before raising your complaint, collect all the documents that support your case:

• Order confirmation emails and invoices
• Product photos or screenshots showing the issue (wrong, damaged, fake, or missing item)
• Chat or email records with the shopping site’s customer service
• Courier tracking details or payment proofs

These documents help prove that you tried to resolve the matter directly before approaching ODR.

Step 2: Submit Your Complaint via an ODR Platform

You can file your complaint through:

• The government’s official ODR platform
• Private ODR services like Online Legal India

Upload your complaint, attach all the required proof, and describe the issue in clear, simple words. Most platforms are user-friendly and guide you step by step.

Step 3: Mediation—For Quick Mutual Agreements

In mediation, a neutral third-party mediator helps both you and the shopping website discuss the problem and find a solution. This is ideal when you:

• Received the wrong item or a defective product
• Faced refund delays or missing deliveries
• Want a sincere apology or correction

The mediator won’t pass a judgment but will help both parties agree on a solution, like a refund, replacement, or compensation. It is quick, private, and stress-free.

Step 4: Negotiation—Direct Discussions for Simple Disputes

In negotiation, you and the shopping website engage in a structured conversation, either directly or with the help of an ODR platform. This works well for:

• Clarifying refund policies
• Resolving minor delivery or payment issues
• Getting charges reversed

This process is informal, fast, and does not need legal jargon or costly lawyers. Most complaints are resolved at this stage.

Step 5: Arbitration—For Serious or Unresolved Issues

If mediation and negotiation don’t work, the matter can go to arbitration. Here:

• A qualified legal expert or retired judge listens to both sides online
• They examine your evidence, such as product images, receipts, chats, and your complaint
• A final decision (called an arbitral award) is passed

Under the Arbitration and Conciliation Act, 1996, this decision is legally binding, just like a court order, and the shopping website must comply.

Online shopping offers convenience, but when things go wrong, you don’t have to suffer silently. With clear complaint processes and easy-to-use Online Dispute Resolution (ODR) platforms, getting justice has never been simpler. Whether it is a refund issue, wrong delivery, or poor service, you have the power to stand up for your rights, quickly, legally, and from the comfort of your home. In this article, you learned about common consumer complaints in online shopping. Trusted ODR platforms like Online Legal India help you file complaints easily and get quick, legally valid resolutions without hassle.