Tuesday 10 December 2019

Late delivery tops list of online shoppers’ complaints: CBS

Photo: PostNL

One in two people who have bought something online in the past year have complaints about the service, with late delivery topping the list of consumer bugbears, according to a new survey by national statistics agency CBS.

One third of consumers have complaints about delivery times, while technical issues with websites and damaged goods take second and third place.

The CBS questioned 5,600 people and found 79% had bought at least one thing online in the previous year, up from 70% in 2015. People are also spending more on online purchases.

Top of the list of buys was clothes and sports items (55%), travel and holidays (52%) and tickets for events (47%).

Of the estimated 2.2 million people who did not buy online last year, most said they would rather see and feel products in an actual shop. And 30% said they are concerned about privacy and security and don’t want to hand over their personal data or credit card details.

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