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For retailers, ecommerce highs come with headaches

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For retailers, ecommerce highs come with headaches

Tata-owned retail chain Trent reported a 35% year-on-year jump in consumer complaints to over 300,000 in FY26, which its latest annual report attributed to the growing online business. V-Mart Retail and Titan also reported increases of 14% and 9%, respectively, taking complaints at each company to more than 130,000.

Kolkata: Rising consumer complaints, costly market exits and the need to rein in online discounts are emerging as new headaches as retailers struggle to compete with Amazon and Flipkart without undermining their core store business. Indian retailers are learning the hard way that ecommerce growth comes with a steep price - not just mounting losses on the balance sheet. Tata-owned retail chain Trent reported a 35% year-on-year jump in consumer complaints to over 300,000 in FY26, which its latest annual report attributed to the growing online business. V-Mart Retail and Titan also reported increases of 14% and 9%, respectively, taking complaints at each company to more than 130,000. Advt

Vedant Fashions reported a marginal increase, while Shoppers Stop saw a small decline in complaints, including those related to delivery status, refunds and returns. But the complaint headache may be the easier problem to solve. The bigger challenge is deciding when to pull the plug on markets where chasing online order volumes comes at the cost of profitability. Leading grocery retailer Avenue Supermarts , for instance, sharply pruned the footprint of its online venture DMart Ready from 24 markets to just 11 top-performing cities last quarter, as it sought a "sustainable, profitable ecommerce model", MD Anshul Asawa said.


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