Which problems have you experienced while shopping online?*

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Total problems40%42%
Delivery took longer than indicated23%23%
Technical problems when ordering or paying via internet12%12%
Wrong goods were delivered or goods were damaged9%9%
Difficulties with finding information about warranty and legal rights7%8%
Another problem5%7%
Filing a complaint was difficult or the complaint or financial compensation was not handled properly6%7%
The company did not deliver goods or services in the Netherlands4%6%
Actual costs were higher than indicated3%4%
Fraud, e.g. no delivery or creditcard information abuse2%3%

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Description Source More information
This statistic shows the responsesin 2015 and 2016 to the survey question: "Which problems have you experienced while shopping online?" During the survey period in 2015, seven percent of Dutch online shoppers said they had difficulties to find information about the warranty or legal rights when they were making an online purchase.
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Release date
December 2016
Survey time period
2015 and 2016
Number of respondents
N 2015=4,500; N 2016 =5,000
Age group
12 years and older
Special properties
individuals who made an online purchase in the previous 12 months
Method of interview
Computer-assisted telephone interviews (CATI)
Supplementary notes
* Source notes the respondents were "asked if they have experienced one of the following problems in the past 12 months previous to the survey when purchasing good or services online."

Multiple answers were possible.

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