Union Minister of Consumer Affairs, Prahlad Joshi, stated on Friday that the Department of Consumer Affairs is investigating multiple complaints from customers accusing e-commerce platforms of imposing arbitrary charges on orders. Describing this as a “dark pattern” meant to “exploit consumers,” Joshi asserted on X that strict measures will be taken against such practices.
The announcement follows a surge in complaints on social media, with users calling out platforms like Amazon and Flipkart for levying unjustified fees, particularly on Cash-on-Delivery (COD) orders and during ongoing festive sales. Many users reported being charged additional platform and handling fees, inflating the final price of discounted products.
Although Joshi did not directly name any company, he shared a customer’s post about Flipkart charging ₹226 in extra fees—including ₹99 as platform fee, ₹48 for payment handling, and ₹79 under “protect promise” fee—raising the order total from ₹23,999 to ₹24,225.
Users also criticized similar practices by other platforms like Zomato, Amazon, and Lenskart, with extra charges such as “festival fee” or “fitting fee.” Many feel that e-commerce platforms are normalizing these hidden costs, especially during festive seasons, without providing clear opt-out options.
