Blog

According to the government’s National Consumer Helpline (NCH), e-commerce remains among the most complained-about sectors- from damaged products to wrong deliveries to refund delays- the list of complaints is endless. E-commerce complaints account for over one-third of all NCH complaints and nearly 58% of refund-related grievances as per 2025 data. Given below is just a glimpse of some of the recent complaints that consumers have made, and this gets intense when it is not just wasting the time of consumers, their finances but also taking their health for granted along with it.

The quality of products being delivered is what has alarmed consumers, some of them state that they are “consistently poor, especially as far as fruits and vegetables are concerned” and when asked to contact support they are asked to e-mail which makes the process “unnecessarily complicated”

Another such instance highlights that when consumers complain that the products delivered are “unsafe to consume” , complaint agents are unable to offer prompt solutions and the struggle continues to be on the consumers’ end as oppose to the platforms that are selling these products.

A quick-commerce customer told Times Now Digital that the absence of manufacturing and expiry date information on product listings is not something consumers actively notice while placing orders. However, the customer recalled several instances where products delivered through quick-commerce platforms were close to expiry.

In one such case, the customer ordered several packs of pulses that were being sold at a significant discount. Upon delivery, they discovered that the product was due to expire in just a month. The customer said they would not have purchased the product had the expiry date been clearly displayed on the platform before checkout, as it would have been impossible for their household to consume 5 kg of pulses within such a short period.

The customer said similar experiences are common with skincare products. According to them, creams, moisturisers and other personal care items are often offered at steep discounts, but customers later discover that the products are nearing their expiry dates. The issue is compounded by the fact that many skincare and personal care products are either non-returnable or ineligible for exchange.

In fact, some customers have posted on social media platforms and stated that when a product has been damaged or that of low quality, the support team has said they were facing “tech issues”.

The very concept of consumer rights or the right to know of consumers and public health protection is inalienably linked to accurate information and prominent disclosure of manufacturing and expiry dates. Knowing when a product was manufactured, the correct ingredients and expiry details as well as safety warnings is a fundamental right and not a luxury. Therefore, Times Now Digital’s consumer-awareness campaign is aimed at improving accountability and boosting transparency in an ecosystem that is booming. While, convenience and quick delivery may drive growth but this will need to be matched with trust, reliability and accountability.