Online vs In-Store: Why You’re 60% More Likely to Have a Problem When You Shop Online
E-commerce & Digital Fairness · Based on the data from the Consumer Conditions Scoreboard 2025
Online shopping is convenient, but it is not problem-free. In fact, consumers who shop online run into trouble noticeably more often than those who shop in physical stores. This InfoCons Consumer Protection guide explains the gap and the most common online problems.
InfoCons Consumer Protection Explains: How Problems Are Measured
Consumers were asked whether they had experienced a problem, in the last 12 months, that they felt gave them a legitimate reason to complain. The answers are split between people who shop online and those who do not, making it possible to compare the two.
Source: Consumer Conditions Survey & Eurostat. Based on the data from the Consumer Conditions Scoreboard 2025.
InfoCons Consumer Protection – The Online vs Offline Gap (26% vs 16%)
In 2024, 26% of consumers who bought online had a problem worth complaining about, compared with just 16% among those who shopped offline. That makes online shoppers over 60% more likely to run into trouble – a reminder that convenience can come with extra risk.
InfoCons Consumer Protection – Online shoppers face problems far more often than offline shoppers. Based on the data from the Consumer Conditions Scoreboard 2025.
InfoCons Consumer Protection – The Full List: The Most Common Online Problems (2023)
More detailed data show exactly what tends to go wrong with online orders:
- Delivery slower than indicated – 10.6%
- Website too difficult to use or worked badly – 6.3%
- Wrong or damaged goods/services delivered – 5%
- Difficulties finding information on guarantees or legal rights – 4%
- Complaints difficult or no satisfactory response – 2.8%
- Foreign retailer did not sell to my country – 2.4%
- Final costs higher than indicated – 2%
- Problems with fraud – 1.8%
InfoCons Consumer Protection – Specific problems reported with online shopping, 2023. Based on the data from the Consumer Conditions Scoreboard 2025.
InfoCons Consumer Protection – Late Delivery: The Number One Complaint (10.6%)
By far the most common online problem is late delivery: about one in ten online shoppers received their purchase later than promised. Clear delivery dates and your right to a refund if goods do not arrive in time are important protections here.
InfoCons Consumer Protection – Hidden Costs and Fraud: Less Common but Serious
Less frequent but more serious problems include final costs that turned out higher than indicated (2%) and outright fraud (1.8%). Even at these lower rates, they affect many consumers given how much shopping now happens online.
InfoCons Consumer Protection – What This Means for You as a Consumer
A few habits sharply reduce online risk. InfoCons Consumer Protection encourages consumers to check delivery times and total costs (including any fees) before paying, screenshot the offer and keep confirmation emails, use payment methods that offer buyer protection, and act quickly if goods are late, wrong or damaged – you have strong rights to repair, replacement or refund.
Signature: InfoCons Consumer Protection Department