Deluge of complaints about online shopping

What the Consumer Ombudsman’s annual report for 2020 reveals

The pandemic may have boosted the country’s e-commerce industry, but it has also sparked fraud.

The data of the Consumer Ombudsman are revealing, according to which there was:


Increase of reports/cases of e-commerce by 113.5% compared to 2019. Launch of citizens’ reports on problems in the postal services sector by 133.3%. 45% of 2020 reports against postal companies concern problems in the delivery of postal items (delays).

The sectors with the most reports, as a percentage of the total number of reports submitted to the Authority, are the sector of consumer goods – retail (75%) and leisure services (72.8%), while there was also a significant increase in reports on education services (54.2%) and transport services (35.1%).


The sectors with the most reports, as a percentage of the total reports submitted to the Authority, are consumer goods (37%), electronic communications – postal services (26.3%), financial services (12.8%) and energy – water (9.3%).