Shopping Online in Romania - Some APC Stats

The Romanian Consumers Association (APC) and the European Consumer Center (ECC) in Romania have been examining  the different experience Romanian consumers have when complaining about defective products bought from Romania on one hand and another EU Member State on the other.  Consumers who complain about defective products bought in another EU Member State typically complain to the ECC, which then contacts its ECC partner in that country.

The Romanian Consumers Association (APC) and the European Consumer Center (ECC) in Romania have been examining  the different experience Romanian consumers have when complaining about defective products bought from Romania on one hand and another EU Member State on the other.  Consumers who complain about defective products bought in another EU Member State typically complain to the ECC, which then contacts its ECC partner in that country.

Forty four percent of complaints made by Romanian consumers to the ECC in 2016 were about goods or services bought online. The figure for complaints from foreigners is 37%. 
The most common problems that Romanian consumers face are:

  • Problems related to delivery of the ordered product (38%); most of these concern the lack of delivery (30%), followed by very late shipping, and then partial delivery of the ordered products.
  • Problems related to quality, that is defective products or products not corresponding to what was advertised, (32%).
  • Supplier unilaterally withdrawing from the contract (10%). Price and supplementary costs (5%).

Concerning the type of products and services, the most frequent complaints concerned:

  • Audiovisual products, photographic devices and information processing products: 27%
  • Personal care products, 12%
  • cultural and sportive services, 11%
  • Clothes and shoes, 10%
  • Home appliances, 8%.

Most of the disputes (70%) were solved by alternative means (amiable), the rest were transmitted to the relevant national authorities.