Consumer Compliance and Redressal Mechanisms in Online Shopping: A Study on Electronic Products in Chennai City

The purchase of electronic products, the exponential growth of e-commerce has drastically altered consumer behavior. When it comes to problem-solving, online buyers sometimes find it difficult to follow consumer rights and redressal systems. This is true despite online buying offers plenty of diversity and ease. The effectiveness of grievance redressal systems drives most of this research on the experiences of Chennai consumers who have made online electronic purchases. This study compiles responses from two hundred different consumers using a survey-based methodology. The study indicates that more than sixty-three percent of respondents have complained about products and forty-seven percent have claimed receiving delayed responses from customer service. Moreover, one-third of respondents were unhappy with the return policies and twenty-nine percent of them expressed concerns about warranty claims. The results show that just 21% of consumers use official complaint channels, hence they are not aware of the several legal redressal possibilities that are now available. To protect consumer rights, the study underlines the need of increasing openness in policies connected to e-commerce and strengthening a more solid legal framework.
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