More than a third (35.4%) of online shoppers in the EU reported encountering problems while making purchases through a website or an app. This is according to a 2025 survey on the use of information and communication technologies.
Among the EU countries, the highest shares of customers who encountered problems were recorded in Malta (64.0%), the Netherlands (57.9%) and Luxembourg (51.4%).
By contrast, the lowest shares were reported in Portugal (4.5%), Greece (10.6%) and Latvia (13.3%).
Source dataset: isoc_ec_iprb21
Slow delivery: the most common issue
When examining the specific issues encountered, the most common problem was slower delivery than expected, reported by a fifth (19.9%) of customers. The second most frequent issue was that the website was difficult to use or worked unsatisfactorily, reported by 11.5% of shoppers. The third most common problem was delivery of incorrect or damaged goods or services, reported by 10.4% of customers.
Source dataset: isoc_ec_iprb21
This article marks World Consumer Rights Day, celebrated on 15 March.
