COVID-19: main issues when buying online in Mexico

According to a survey fielded in Mexico in June 2020, 35 percent of the participants said that the main problem they encountered when making online purchases during the COVID-19 pandemic was the late deliveries. The second most common problem encountered by the consumers was the difficulty in communicating with customer service, with 23 percent of respondents raising this issue.

Main issues experienced by consumers when making online purchases during the coronavirus (COVID-19) pandemic in Mexico as of June 2020

Characteristic	Share of respondents
Very delayed deliveries	35%
Difficult to communicate with customer service	23%
The package could not be tracked	17%
The product did not meet the quality expected	13%
The product did not look like the one advertised	12%
The purchase arrived in poor condition	9%
The purchase arrived incomplete without any notice	7%
Returns were very complicated	6%
Received a product that was not ordered	5%
Made a return and did not get the money back	3%

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Release date

July 2020

More information

Region

Mexico

Survey time period

June 17 to 25, 2020

Number of respondents

177 respondents

Age group

18 years and older

Special properties

Purchases made in the last two months

Method of interview

Online panel

Supplementary notes

To the questions: "Did you have any of the following problems while shopping online in the last 2 months?" ("¿Tuviste alguno de los siguientes problemas al comprar por internet en los últimos 2 meses?")

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