Campaign: Check reviews before you buy online

When shopping online, many consumers don’t check whether they’re dealing with a reliable shopping site first, even though ordering products from unfamiliar sellers can be a risky prospect. That is why the Dutch Authority for Consumers and Markets, Consumentenbond, the European Consumer Centre, Fraudehelpdesk and the National Internet Scam Hotline (LMIO) are launching a campaign together on 22 November: Shopping on a website you don’t know? Check the reviews before you order.

A woman smiles warmly while sitting behind her laptop checking reviews

Why launch this campaign?

Almost all of us shop online from time to time, but despite the fact that we have become experienced online shoppers, a survey by the Authority for Consumers and Markets shows that half of all people in the Netherlands ran into issues with an online purchase last year, such as late delivery, no delivery at all, or a problem with the products. 

And when we purchase something from an unfamiliar shopping site, just over half (55%) of us look at reviews. According to the partners behind the campaign, this number has to go up.

Press kit 

The press kit contains a pdf file with the following items:

  • Press release
  • Download link for general campaign materials (in press release)
  • ECC campaign materials

Download press kit (Dutch)

What are the most common complaints we get at ECC?

About 3 in 4 complaints we get at ECC are about purchases made online. AFTER canceled trips (see this news item), most complaints about online purchases concerned:

  • Non-delivery
  • Cooling-off period
  • Defective products

What kinds of products do people buy online? Complaints about products purchased online fall mainly into the categories:

  • Women's Clothing
  • Furniture and decoration
  • Men's Clothing
  • Phones and accessories
  • Games and leisure

Dutch consumers complain to the ECC most about shopping sites in*:

  • Germany
  • Spain
  • United Kingdom
  • Belgium
  • Ireland

*Excludes questions and complaints about businesses in countries in which the ECC cannot mediate (in the Netherlands itself or outside the EU, Norway, Iceland and the United Kingdom).