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08/10/2010
Most complaints from European consumers who buy online are related to delivery issues and German web shops

Most complaints from European consumers who buy online are related to delivery issues and German web shops

More than half of the complaints received by the 29 European Consumer Centres relate to Internet purchases. As in previous years, delivery issues appear to be the main culprit. Approximately 35 % of the complaints relate to purchases made from German web shops.

The 6th “The European Online Marketplace: Consumer Complaints 2008-2009” report, which was presented by ECC-Net in Brussels on 11 October 2010, confirms the trends seen in previous European reports pertaining to complaints from European consumers who made online, cross-border purchases:

  • (Non)delivery, the product or service itself and the contract conditions make up just over 80 % of the complaints.

  • Web shops in 10 member states represent more than 90 % of the complaints in 29 countries, with the top 3 being: Germany (34 %), the United Kingdom (22 %) and France (12 %).

  • Belgium is 6th (2 %) on the list of countries against which complaints were received from other member states.

The report also deals with problems such as price indication, digital content, payment methods, fraud and monitoring/inspection.
The summary tables on national institutions responsible for the registration of legal entities where consumers can check official website registrations (page 32) and the table on cooling-off periods in the 29 ECC-Net countries (page 29) provide useful information.

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