Millions experience problems with online purchasesAmazon and eBay top the list for online shopping problems

07 March 2014

Online Shopping

Nearly half of everyone who shopped online over the last two years had a problem with a purchase, according to new Which? research.

If you are having a problem with an online purchase visit the Which? Consumer Rights website to help you. 

A third of those with problems said they had an issue with an Amazon purchase while 29% had a problem with eBay and 5% had a problem with something bought from Tesco online.

Despite the problems, more and more of us are buying goods via the internet with 80% of online shoppers having bought something online in the last month.

Our Which? Legal Service can also help you if you are having problems with an online retailer. 

Top problems shopping online

The top three problems with online shopping were items arriving late, customers not being happy with the product and the item arriving faulty or damaged.

Other problems included the item not being how it was described on the website, the product not arriving at all and the delivery being left outside the home without prior consent.

Online vs high street

In the online survey of 2,102 UK adults in February, only 5% said they do all their shopping on the high street with no purchases made online. 

Shopping on the high street still seems to be more popular though, with four in ten saying they do more shopping on the high street than online.  

Although the internet is not far behind – 28% said they do more shopping online than on the high street. 

Greater rights shopping online

When you buy something you are protected by the Sale of Goods Act, which states that goods must be as descried, of satisfactory quality and fit for purpose. 

If any of these requirements are not met, you are entitled to a repair, replacement or refund from the retailer.

When you shop online you have additional rights. Under the Distance Selling Regulations (DSRs), you have the right to return your order up to seven days from the day after you receive your goods. 

This applies even if you change your mind about your purchase. The DSRs also set out what information the seller must give you about goods and services on offer as well as your rights when deliveries arrive late, damaged or go missing.

2.5 million people helped with problems

The Which? Consumer Rights website has just celebrated its first birthday and has so far helped more than 2.5 million people solve their problems. 

Covering more than 65 topics, with and more than 100 complaint letter templates, videos and our latest money saving podcast, the website is the place to visit for all your consumer rights queries.

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