Shopping online offers Europe’s 500 million consumers incredible choice, value, and convenience. However, it is clear from the latest report European Consumer Centre network report that there are persistent problems in this area which need to be addressed.

The report analyses 10,386 consumer complaints relating to online purchases, reported to 27 states across the European Consumer Centre network during 2007. It can be seen that delivery of goods is a major problem, with 50 % of complaints relating to this area, while 25 % concerned problems with the product or service itself. Reports of poor customer service, and a tendency among traders to offload blame for delivery problems to the relevant postal/courier service are also problematic.

Complaints about electronic goods are particularly common. While the great selection and value available online for electronic goods is very attractive, consumers do face a number of specific difficulties in this area. Fraud is also a growing issue, with several different ‘varieties’ reported to the ECC network, including fake web-traders, (again, frequently selling electronic equipment), and various scams concerning the purchase and sale of second-hand cars.


See the report here.