Consumer complaints top 137,000 in Q2 2026, e-stores lead cases

Recent data from the Ministry of Commerce shows that more than 137,000 commercial complaints were handled during the second quarter of 2026, with reports related to e-stores and violations of exchange and return policies topping the list. This coincided with over 151,000 inspection visits to commercial establishments and online stores.

Based on Ministry of Commerce data, Ajel has tracked key indicators related to consumer complaints and market oversight over the past three months, amid ongoing growth in e-commerce and increased reliance on digital shopping platforms.

The number of complaints does not necessarily indicate that a violation was found in every case, as each report is processed and verified according to procedures set by the relevant authorities.

Over 151,000 inspection visits

According to Ministry data for Q2 2026, inspection teams carried out more than 151,000 visits to commercial businesses and e-stores to verify compliance with regulations and laws under the ministry's jurisdiction.

The ministry also issued over 4,000 discount licenses covering more than 12 million products and goods, with the average time to process a commercial complaint standing at around 36 hours.

These figures reflect the scale of regulatory activity in the market, especially as sales channels diversify and e-commerce expands in recent years.

E-stores top complaint categories

Ministry data revealed that complaints related to e-stores were the most reported in the second quarter of this year, alongside complaints about non-compliance with exchange and return policies.

This trend is not new; e-store complaints also topped the list in Q2 2025, when the ministry announced it had handled more than 166,000 commercial complaints during that period.

The persistence of such complaints highlights the importance of verifying store information, sales policies, and terms before making purchases, and carefully reviewing exchange, return, shipping, and delivery policies.

220 e-stores evaluated

As part of efforts to enhance compliance in the e-commerce sector, the Ministry of Commerce evaluated around 220 e-stores in 2026, using a set of criteria related to consumer rights and business quality.

Key criteria included store verification, clarity of exchange, return, and refund policies, transparency in shipping and delivery terms, clear statements of consumer rights and obligations, mechanisms for handling complaints and suggestions, and accessible contact information.

These standards provide consumers with indicators to consider before purchasing, rather than relying solely on price or advertising.

Store blocked for non-delivery

The importance of e-commerce oversight is underscored by actions taken when violations are confirmed. In June 2026, the ministry blocked an online store specializing in home appliances and electronics after it was found to have breached the E-Commerce Law and its regulations.

According to the ministry, violations included failure to deliver products to consumers after payment within the contractually agreed timeframe, not responding to requests to cancel contracts and refund payments, and not notifying customers of expected delivery delays.

Penalties under the E-Commerce Law can reach up to 1 million riyals (SAR), in addition to the possibility of blocking or closing the online store and banning it from operating, depending on the nature of the violation and legal rulings.

25 recall campaigns

Consumer protection efforts in Q2 2026 extended beyond complaints and inspections, as the ministry conducted 25 recall campaigns covering more than 48,000 vehicles and defective products to address technical faults and enhance consumer safety.

Recall campaigns are a key aspect of consumer protection, targeting vehicles and products with defects that require correction or repair according to approved procedures.

137,000 complaints shape the landscape

With over 137,000 commercial complaints, 151,000 inspection visits, and 25 recall campaigns covering more than 48,000 vehicles and products, Q2 2026 data highlights the scale of regulatory activity in both traditional and online markets.

As consumer purchasing options expand, it is increasingly important to verify store details before buying, review exchange, return, shipping, and delivery policies, keep receipts and payment proofs, and use official channels to file complaints when needed.

With mobile phones now serving as round-the-clock shopping platforms, consumer awareness of rights and careful review of purchase details have become essential to protecting interests in a rapidly evolving e-commerce landscape.