More than a third (35,4 percent) of online shoppers in the EU reported problems when shopping through a website or app, according to Eurostat's 2025 study on the use of information and communication technologies. In Macedonia, 29,41 percent of shoppers had problems with e-shopping.
Among EU countries, the highest percentage of customers who have encountered problems was recorded in Malta (64,0 percent), the Netherlands (57,9 percent) and Luxembourg (51,4 percent).
On the other hand, the lowest percentages were reported in Portugal (4,5 percent), Greece (10,6 percent) and Latvia (13,3 percent).
Slow delivery is the most common problem for online shoppers.
A fifth of respondents (19,9 percent) complained about slower-than-expected delivery. The second most common problem was that the website they were buying from was difficult to use or performed poorly (11,5 percent), while the third most common was the delivery of incorrect or damaged goods or services (10,4 percent).
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