Ecom Express Limited is an Indian logistics and e-commerce distribution & delivery company. It is headquartered in Gurugram, Haryana, and incorporated in 2012. The major products of the company are Ecom Express Services (EXS), Ecom Fulfilment Services (EFS), and Ecom Digital Services (EDS).
Today, Ecom is Operating in all 28 states and spanning over 2650 towns, and within the reach of 27,000 PIN codes in India. According to Ecom Express, full coverage of doorstep delivery is available in 25 states, including Andhra Pradesh, Assam, Bihar, Chhattisgarh, Delhi, Goa, Gujarat, Haryana, Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Odisha, Punjab, Rajasthan, Tamil Nadu, Telangana, Uttar Pradesh, and West Bengal.
Issues faced by Ecom customers:
- Incorrect shipment status
- Product/shipment not picked up
- Charging extra money (fees, service charges, etc.)
- Collection/drop out of shipment including E-Commerce products
- The wrong parcel/shipment delivered
- Delivered the tempered/damaged package
- Reschedule of delivery/ pick-up
- Claim for damaged, partial delivery, or lost package/parcel
- Other complaints including payment refunds, transactions, and the behaviour of delivery partners.
Want to file a delivery complaint to Ecom Express? Yes! You can raise concerns related to delivery or logistics through the toll-free customer care number, e-mail, or other social channels. Additionally, file your complaint online to get faster resolution.
Not resolved? Escalate the complaint to the head of customer service or Nodal Officer of Ecom Express. Further, you may escalate the matter to the Grievance Officer.
How to File a Shipment Complaint to Ecom Express?
The complaint resolution mechanism within the Ecom Express is divided into 2 levels. According to customer service policy, If you have any complaint about the shipment, parcel delivery, or logistics services then first raise your concern to Ecom customer care at level 1 and then escalate to the next authorized person at the next level.
Complaint Registration Fee & Redressal Time Limit:
| Registration Fee | No Charges (₹0) |
| Resolution Period | 7 days (may vary depending on the issue with shipment or product) |
| Refund Period (cancellation) | As per the Ecom cancellation policy |
2 levels of lodging a complaint:
- Level 1: Ecom Customer Care
- Toll-free customer care number
- Online complaint registration (web form)
- Level 2: Grievance Officer, Ecom Express
Note – If you have any complaint related to a product purchased from an E-commerce company, contact the respective company:
Not satisfied with the final resolution of the Ecom? Finally, you may file a complaint to the National Consumer Helpline, Ministry of Consumer Affairs. Further, file a formal complaint against Ecom Express or appeal before the Consumer Commission/ Court (National, State, or District Consumer Dispute Redressal Commission).
Level 1: Customer Care, Ecom Express
At this level, register the complaint to Ecom about delivery, parcel, and courier services including the problems related to logistics, e-commerce shipment, and e-logistics technology solutions. Dial the available contact number, toll-free customer care number, and support team to resolve the query or problems.
Additionally, you can lodge an online complaint through the online web form and Email. Also, track the status of the submitted complaint by using the acknowledgement or reference number. you may also use social channels to raise your concerns.
Ecom Customer Care Number
Toll-free customer care number and Email of Ecom Express to register a delivery complaint:
| Ecom Express Complaint Number | +918376888888 |
| Ecom Sign up Customer Care Number | +918826398220 |
| customercare@ecomexpress.in |
Ecom business & sales care:
| Ecom Express Sales Contact Number | +918826398220 |
| sales@ecomexpress.in | |
| Email (Business) | partner@ecomexpress.in |
| Email (Employees) | employeeverification@ecomexpress.in |
| Ecom Magnum | magnum@ecomexpress.in |
Note – Still not resolved or dissatisfied? Escalate the complaint to designated officials at level 2 with reference/ticket number.
File a complaint online
Ecom has provided the online order/package web form that you can fill out and submit to lodge your complaint online and track your status with the generated reference/ticket number. Provide the following details in the form:
- Name, contact number, and email address
- Category of the issue
- Airway Bill (AWB) number
- Description of the complaint with relevant facts
Official details of Ecom Express to make a complaint online:
| Lodge a delivery complaint to Ecom Express | File your complaint |
| Ecom customer account | Click Here |
| customercare@ecomexpress.in | |
| @EcomExpress_Ofc | |
| @EcomExpressLimited | |
| Mobile App | Android | iOS |
Note – Have complaints not been resolved to your satisfaction? You may escalate the disputed matter to the Grievance Officer at level 2 with reference details.
Level 2: Grievance Officer, Ecom Express
If your submitted complaint at level 1 is not resolved within the given period to your satisfaction then you may escalate this complaint to the appointed Grievance Officer of Ecom Express. To lodge a grievance, you should provide the following details:
- Name, contact number, and email
- Reference/ticket number of submitted complaint
- Airway Bill Number (tracking ID)
- Expected relief
- Description of the issue with the reason for dissatisfaction
Send the grievance letter to the Officer through email or call on the given number. You may also write a physical letter to the Ecom head office (corporate).
| Designation | Grievance Officer, Ecom Express |
| Phone No. | +911246488888 |
| grievance@ecomexpress.in | |
| Address | Grievance Officer – Ecom Express Limited, Corporate Office (Headquarters), 10th Floor, Ambience Corporate Tower-II, Ambience Island, NH-8, Gurgaon – 122002, Haryana. |
Note – Still not resolved to your satisfaction by the Ecom? Finally, you can approach the respective appellate authority of the government to file a complaint against Ecom Express.
Appellate Authority
In certain cases, if your complaints are not resolved to your satisfaction within the given resolution period by the Ecom Express then you can file a complaint to the respective appellate/regulatory authority of the government.
For the delivery disputes, quality of service, fees & service charges. and other consumer services, you can lodge a complaint for the violation of consumer rights to the Consumer Commission. The appeal can be submitted formally or informally to these authorities.
1. National Consumer Helpline (NACH)
Customers of Ecom Express can file an informal complaint to the National Consumer Helpline (NACH) of the Ministry of Consumer Affairs through the available toll-free number 1800114000 or 1915 and also can lodge a consumer complaint online through the portal. To raise your concern online, visit the link below.
Click: File a complaint online to the National Consumer Helpline (NACH)
2. Consumer Commission (NCDRC)
If you are not satisfied with the response or resolution of the National Consumer Helpline or want to get compensation for the loss due to the services of Ecom, then you may file a formal complaint against Ecom Express or appeal before the Consumer Commission/ Court.
Based on the amount of dispute, the case will be represented before the National (NCDRC), State, or District Consumer Dispute Redressal Commission. You can file this formal consumer complaint online through E-DAAKHIL for faster resolution. For this, visit the link below.
Click: File a complaint online (E-DAAKHIL) to the Consumer Commission (NCDRC)
For disputes related to insurance claims, you may approach the Insurance Ombudsman, IDRAI to file a case against the insurance company.
Note – Still not satisfied? You should consult with a legal expert to take legal action or know available remedies to resolve the dispute in your favour. Finally, you may file a legal case against the company by appealing before the judicial courts.
FAQs
Q. What is the Ecom customer care number to register a delivery complaint?
A. Call the Ecom toll-free customer care number +918376888888 to register your complaint about the delivery or logistics services.
Q. Where can I approach if my complaints are not resolved by Ecom customer care?
A. First, you can escalate the complaint to the appointed Grievance Officer, Ecom Express. Further, you may raise your concern to the Consumer Commission or the respective appellate authority.
Q. What can I do if my grievances are not redressed by Ecom Express?
A. You can file an informal consumer complaint to the National Consumer Helpline, Ministry of Consumer Affairs. Further, represent your case before the Consumer Commission (NCDRC) by filing a formal complaint through E-DAAKHIL.
