Verified: 5 June 2026 05:30 am IST
Industry: E-Commerce & Retail (Consumer Electronics)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Scammers frequently buy ads on Google displaying fake Croma customer care numbers. This is a scam. Croma 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 lost package or schedule an installation.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, damaged electronics, refund delays, or delivery issues) directly via the Raise a Request section on the Croma website (croma.com/raiseArequest). To bypass the automated systems, you can directly dial their centralized toll-free support helpline at 1800-572-7662. You can also message their official Croma Assist WhatsApp desk by sending “Hi” to 94525-94525 or email the central helpdesk directly at customersupport@croma.com.
Availability: The centralized IVR, WhatsApp support, and email desks operate 365 days a year.
Timeline: Croma aims to resolve most standard Level 1 shipping, installation, and refund queries immediately during the interaction, or within 3 to 7 business days for issues requiring technician visits or logistics investigation.
Level 2: Internal Escalation (Grievance & Nodal Officer)
Who to contact: If Level 1 support fails, your refund is unjustly denied, your account is blocked without cause, or an installation technician damages your property, you must formally escalate. Under the Consumer Protection (E-Commerce) Rules, 2020, you must escalate the matter to the designated Grievance Officer. You must email the Grievance Officer directly at grievance.officer@croma.com. If they fail to provide a satisfactory resolution, you can further escalate to the Nodal Officer via nodal.officer@croma.com. You must include your registered mobile number, Order ID, and your Level 1 Ticket Reference Number. Written legal notices can be sent to their Corporate Headquarters (Grievance Officer, Infiniti Retail Limited, Unit No. 701 & 702, Wing A, 7th Floor, Kaledonia, Sahar Road, Andheri East, Mumbai, Maharashtra – 400069).
Timeline: By law, the E-Commerce Grievance Officer 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)
Authority: There is no binding E-Commerce Ombudsman in India. If the Croma 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.
Portal/Contact: You must register your grievance against Infiniti Retail Limited (Croma) 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 Croma’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or Croma refuses to comply with a refund request for a counterfeit or defective high-value appliance, 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. 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 Croma refusing to refund a defective laptop, or are you looking for the correct template to formally escalate a delayed installation complaint to the Mumbai 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!