What began as a revolution in convenience has now left many online shoppers in urban India feeling disillusioned. With e-commerce becoming mainstream, a surge in complaints over fake, damaged, or incorrect products has exposed the growing cracks in the system.
A disturbing trend is emerging — when customers report wrong or defective items, they are often met with delays, blame-shifting, or demands for proof, such as unboxing videos. This practice shifts the burden of proof to consumers, leaving them frustrated and often without resolution.
As of June 2025, the Karnataka State Consumer Disputes Redressal Commission (KSCDRC) had recorded nearly 1.3 lakh complaints related to e-commerce and other miscellaneous categories — accounting for about 40% of the total 3.3 lakh cases filed since its inception in 1989.
Suneetra Datta, a 45-year-old from Kengeri, paid ₹1,298 for a branded kurta online but received torn fabric instead. Despite valid transaction records and repeated complaints, no refund or action was taken even after three months.
Pranay Poradanla, 25, shared a similar ordeal. After his hoodie was not marked as delivered, his return was denied. It took him 20 days of persistent follow-ups to receive the right item.
According to KSCDRC president Shivashankare Gowda, the core issue is lack of platform accountability. “E-commerce firms pose as neutral aggregators, but when things go wrong, they direct customers to sellers,” he said.
A Central Crime Branch official urged consumers to stay alert: “Opt for cash on delivery, verify items before acceptance, and always record an unboxing.