Verified: 16 June 2026 05:30 am IST
Industry: E-Commerce & Retail (Cafe Chain & Food Delivery)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs / FSSAI
Important Safety Warning: Beware of the “Fake Franchise & Refund Scam.” Scammers frequently buy ads on Google displaying fake Cafe Coffee Day dealership offers and helplines. This is a scam. CCD staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a delayed coffee delivery.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing online items, cold coffee, refund delays, or cafe service issues) directly via the official website (cafecoffeeday.com). If you ordered via Swiggy/Zomato, you must raise the initial ticket directly inside those delivery apps. To bypass the automated systems if the cafe refuses to resolve your issue, you can directly email their central helpdesk at customercare@cafecoffeeday.com or call their centralized national toll-free helpline at 1800-102-5093.
Availability: The centralized IVR and email helpdesk operate 7 days a week, from 9:00 AM to 11:00 PM IST.
Timeline: Because of the perishable nature of hot beverages and food, CCD aims to resolve most standard Level 1 missing/damaged item queries immediately during the interaction, or within 48 to 72 hours for issues requiring cafe-level investigation and refund processing.
Level 2: Internal Escalation (Corporate Grievance Office)
Who to contact: If Level 1 support fails, your refund is unjustly denied, or you suffer from food poisoning, you must formally escalate to the corporate entity. Under the Consumer Protection (E-Commerce) Rules, 2020, you must email your formal complaint directly to customer.care@coffeeday.com , utilizing the exact subject line “Attn: Grievance Officer - Escalation”. You can also call their corporate switchboard at 080-67212345. You must include your registered mobile number, Order ID, and your receipt. Written legal notices must be sent to their Corporate Headquarters (Grievance & Compliance Officer, Coffee Day Global Limited, No. 165, R.V. Road, Near Minerva Circle, Bengaluru, Karnataka – 560004).
Timeline: By law, the company must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline & FSSAI)
Authority: There is no binding E-Commerce Ombudsman in India. If the Coffee Day Global Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs. (Note: If your complaint is strictly regarding food poisoning, contaminated meals, or unhygienic cafe conditions, you must report it to the Food Safety and Standards Authority of India - FSSAI).
Portal/Contact: You must register your grievance against Coffee Day Global Limited on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure the company’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or the company refuses to comply with a refund request for a catering order dispute, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Coffee Day Global Limited. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is Cafe Coffee Day refusing to refund a missing online order, or are you looking for the correct template to formally escalate a cafe complaint to the Bengaluru Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!