More than a third (35.4%) of online shoppers in the EU reported encountering problems while making purchases through a website or an app in 2025, according to data from Eurostat.
The data comes from a 2025 survey by the EU’s statistics agency Eurostat on the use of information and communication technologies.
Among the EU countries, the highest shares of customers who encountered problems were recorded in Malta (64.0%), the Netherlands (57.9%) and Luxembourg (51.4%).
By contrast, the lowest shares were reported in Portugal (4.5%), Greece (10.6%) and Latvia (13.3%).
When examining the specific issues encountered, the most common problem was slower delivery than expected, reported by a fifth (19.9%) of customers. The second most frequent issue was that the website was difficult to use or worked unsatisfactorily, reported by 11.5% of shoppers. The third most common problem was delivery of incorrect or damaged goods or services, reported by 10.4% of customers.
Statistics Explained article on E-commerce statistics for individuals – Eurostat
