Click, buy & regret: Customers in Bengaluru struggle to return wrong & fake items

Time of India

4 days ago

Bengaluru: What was once celebrated as a revolution in convenience has turned into a source of frustration for many online shoppers. As e-commerce has become a norm in urban India, a new kind of consumer complaints is becoming prevalent — defective or even fake products delivered, with little to no recourse for the customer.
A pattern is evident: when buyers receive wrong or damaged products, their complaints are often dismissed or redirected to the delivery agents. Instead of redressal, many are asked to prove their claims — typically by sharing an unpacking video. In effect, the burden of proving fraud is pushed on to the consumer.
Data reflects the scale of dissatisfaction. As of June 2025, the Karnataka State Consumer Disputes Redressal Commission (KSCDRC) had logged nearly 1.3 lakh complaints related to e-commerce and other miscellaneous categories — nearly 40% of the total 3.3 lakh consumer cases in the state since its inception in 1989.
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Suneetra Datta, a 45-year-old resident of Kengeri, recounted her ordeal. She had ordered a branded kurta on a well-known online platform for her son, paying Rs 1,298 via UPI. What arrived instead was a bundle of torn cloth. "I was shocked. Every detail — product ID, payment method, invoice — matched. Yet no action was taken after I raised the issue. This is unacceptable," she said. Despite reaching out to the delivery partner and the e-commerce firm, she hasn't received a refund three months on.
In another case, Pranay Poradanla, 25, ordered a hoodie from an online fashion retailer, only to have his return request denied on the grounds that the item wasn't officially marked as delivered. "It took 20 days of constant follow-ups just to get the correct product. For one hoodie, I was made to suffer. It's mentally draining," he said.
Experts say the problem lies in a systemic lack of accountability. "Online platforms often act like neutral parties when something goes wrong, claiming they are only aggregators," said Shivashankare Gowda, president of KSCDRC.
"Consumers trust these platforms thinking the sellers are vetted. But when issues arise, the platforms back away and direct buyers to deal with vendors directly."
A Central Crime Branch official noted that while platforms have made shopping easier, consumer vigilance has not kept pace. "Always opt for payment on delivery and try to check the product in front of the agent or record an unboxing. These basic precautions now matter more than ever."
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