One in three online shoppers in the European Union reported experiencing problems while making purchases through websites or mobile apps in 2023, according to a survey on information and communication technology use.
The survey found that 33.1% of people in the EU who shopped online in the past three months encountered difficulties. Luxembourg recorded the highest share of affected shoppers (55.5%), followed by the Netherlands (55.2%) and Spain (49.7%).
In contrast, the lowest shares of online shopping issues were reported in Portugal (4.3%), Latvia (13.7%), and Cyprus (14.7%).
The most frequently reported issue was slower-than-expected delivery, affecting 18.7% of online shoppers. The second most common complaint was website usability problems, cited by 10.8% of respondents. Meanwhile, 8.6% of shoppers reported receiving incorrect or damaged goods or services.
The findings were published to mark World Consumer Rights Day on March 15.
