While online shopping continues to offer choice, value, and convenience to consumers, there are persistent problems surrounding delivery, according to analysis from the European Consumer Centre (ECC) published today.
Analysis carried out by consumer centres across the EU on over 10,000 complaints shows that 50 per cent of problems last year were connected with delivery while a further 25 per cent were concerned directly with products or services.
The study also shows that bad customer service and a tendency among traders to blame delivery problems on postal and courier service are also problematic. It analysed 10,386 consumer complaints relating to online purchases, from 27 states across the European Consumer Centre network during 2007.
Complaints about electronic goods were particularly common. The ECC said that while the great selection and value available online for electronic goods was attractive, some companies were unwilling to sell into certain jurisdictions because of a seeming lack of clarity around their equipment disposal obligations under the WEEE Directive.
Amazon.co.uk refuses to sell electronic goods into the Republic of Ireland citing problems with the WEEE directive.
According to the ECC, other online retailers delay repairs and replacements for long periods; "a serious consideration in a sector where product innovation is constant".
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.
“Consumer law in this area is currently being reviewed, and it is felt that with the rapid growth in new technologies, current legislation and current enforcement practices need to be strengthened,” the ECC said.
The centre called on retailers to “recognise their obligations under law” and said consumers needed to be aware of their rights, as well as necessary precautions, when shopping online.
ECC Ireland advises consumers to check their website, www.eccireland.ie for information and advice on online shopping in another European state.
