In the year 2024, the global retail and ecommerce sales generated $4.12 trillion, and these numbers are predicted to cross $6.49 trillion by the year 2029, as per a study by Statista, a renowned data and business intelligence portal.
The research also highlighted that digital buyers in the U.S. alone are projected to rise by 60 million (21.9%) during this time.
These numbers indicate the rapid expansion of the ecommerce ecosystem, and so, ecommerce sales are climbing at record levels in the year 2025. They are fuelled by mobile shopping, faster delivery options, digital-first models, and AI-driven personalization, widening the e-commerce landscape further.
But at the same time, they also bring the challenge of rising customer expectations. While online shopping is extremely convenient for customers, the rise of e-commerce customer complaints has become a pressing challenge for brands and businesses. When they fail to meet these expectations, they risk losing loyal customers to competitors.
However, the advent of Artificial Intelligence (AI) is rapidly transforming the way brands identify, respond to, and resolve customer issues. By harnessing AI, ecommerce companies can not only fix recurring pain points but also create more seamless experiences that fuel customer loyalty and returns.
In this blog, we’ll dive into the top customer complaints in 2025 and explore how AI-powered solutions are helping brands stay one step ahead. Let’s begin.
Top 5 Ecommerce Customer Complaints In 2025
1. Delayed or Missing Deliveries: “Where’s My Order?” (WISMO)
Late or missing deliveries remain one of the biggest frustrations for online shoppers. Even with advanced logistics, unexpected delays due to supply chain bottlenecks, weather disruptions, or operational inefficiencies can leave customers anxious.
Why this matters: Studies show that delayed deliveries directly impact repeat purchases and brand trust. Customers who wait too long are more likely to abandon future carts.
Possible AI Solution: AI-driven predictive delivery systems use machine learning to analyze traffic, weather, and warehouse data to give customers more accurate Estimated Delivery Times (EDTs). Real-time tracking tools powered by AI can automatically notify customers of delays, reducing anxiety and the need to contact support. AI can also flag potential risks early, for instance, a shipment likely to be delayed, and reroute packages proactively.
For businesses, this not only improves efficiency but also builds transparency that customers value.
Learn how 1Point1’s customer service solutions can help your brand streamline customer interactions and reduce complaints. See Here
2. Product Not Matching Descriptions or Quality Issues
A few things frustrate shoppers a lot, and receiving a product that doesn’t match the description or images on the website is one such issue. This disconnect leads to high return rates and negative reviews.
Why this matters: With more customers shopping online, accurate product representation has never been more critical. A single bad review can influence dozens of potential buyers.
Possible AI Solution: Generative AI and computer vision technologies are now being used to improve product listings. For example, AI can analyze product images uploaded by suppliers to ensure they match descriptions before they go live. Natural Language Processing (NLP) tools can auto-check product specifications for errors or inconsistencies.
AI-powered recommendation systems can also adapt in real time by analyzing customer reviews and flagging recurring quality issues, giving businesses a chance to fix them quickly. This leads to fewer returns and more reliable shopping experiences.
Here’s a detailed blog on How to ensure ‘No-hassle’ Returns
3. Complex Returns and Refunds Process
Returns are a normal part of online retail, but when the process is slow, confusing, or unfairly rejected, it creates one of the biggest e-commerce customer complaints. In 2025, customers expect the same convenience in returning an item as they experienced while buying it.
Why this matters: Research shows that improving returns directly impacts customer loyalty and returns. A smooth process increases the likelihood of repeat purchases.
Possible AI Solution:Today, AI is powering next-generation returns systems in diverse ways as below:
- Self-service returns portal: Customers can initiate and track returns without calling support.
- Returns automation: AI chatbots guide customers through every step, from generating return labels to scheduling pickups.
- Intelligent exchanges: Instead of simply processing a return, AI can recommend suitable replacements, reducing lost sales.
- Fraud detection systems: These ensure businesses don’t suffer from illegitimate returns, protecting margins, etc.
Wondering how to improve the returns experience for your brand? Check out 1Point1’s Returns and Refunds Management Services to explore intelligent, customer-first solutions.
4. Poor Customer Service and Slow Response Times
Even with chatbots and help centres, customers frequently complain about slow or unhelpful service. Waiting days for a reply or speaking to untrained agents can quickly erode trust.
Why this matters: According to Fullview’s AI customer service stats, 86% of customers are willing to pay more for better customer support. Poor experiences often push them toward competitors.
Possible AI Solution:
- AI chatbots and virtual assistants provide 24/7 support, handling FAQs instantly.
- Agent-assist tools use AI to analyze conversations in real-time and suggest responses, reducing resolution time.
- Sentiment analysis helps prioritize frustrated customers, so their cases are escalated quickly.
With these solutions, brands can strike the right balance between automated efficiency and human empathy, ensuring issues are resolved swiftly.
Need help deploying omnichannel AI support? Connect with our experts at 1Point1’s Omnichannel Customer Services for tailored solutions.
5. Lack of Personalization in Shopping Experience
In 2025, customers expect brands to know their preferences, history, and behavior. Generic offers and irrelevant product recommendations are seen as a lack of effort, leading to disengagement.
Why this matters: Personalization is a baseline expectation today, and businesses need to implement it ASAP. Those who deliver curated experiences will enjoy a competitive edge as customers will quickly turn to them.
Possible AI Solution:AI-powered personalization engines analyze browsing history, purchase behavior, and demographic data to deliver dynamic product suggestions. Conversational AI is also enabling natural, human-like interactions that recommend products in real-time.
Moreover, by integrating AI across channels such as website, email, mobile apps, etc. brands can ensure a consistent and contextual experience. This not only increases conversion rates but also improves retention.
Conclusion
As ecommerce continues to expand, so do the e-commerce customer complaints that brands need to address. The top issues for 2025 that we shared just now include- delivery delays, mismatched products, complex returns, poor service, and lack of personalization. These are all solvable with the right AI-driven strategies and smart implementation. By adopting innovations such as predictive logistics, returns automation, and personalized recommendation engines, businesses can turn complaints into opportunities and strengthen customer trust.
1Point1 as a Growth Partner
Are ecommerce complaints hurting your brand’s reputation?
At 1Point1 Solutions, we specialize in AI-powered customer service, returns management, omnichannel support, multilingual services, and personalized support strategies tailored for modern-day customers.
Visit our website to explore how we can help you enhance and redefine your ecommerce operations.
Contact us today at: https://www.1point1.com/contact-us
Write to us at: communication@1point1.com
Call us at: 022 66873803
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