Consumers in Malta are the most likely in the European Union to report problems when buying goods or services online through websites or mobile applications, according to new figures released by Eurostat.
The statistics show that 64.0% of online shoppers in Malta reported encountering problems when making purchases online, the highest share recorded among EU member states. Malta was followed by the Netherlands (57.9%) and Luxembourg (51.4%), which also recorded high levels of complaints related to online purchases.
Across the European Union as a whole, the proportion of consumers experiencing issues when shopping online stood at 35.4%, meaning more than one in three online buyers reported some form of difficulty when making purchases through websites or mobile apps.
At the other end of the scale, several EU countries reported far fewer complaints from online shoppers. The lowest levels of problems were recorded in Portugal (4.5%), Greece (10.6%) and Latvia (13.3%), indicating that consumers in those countries encountered significantly fewer issues when purchasing goods or services online.
Eurostat’s survey also identified the most common problems faced by online shoppers. The most frequently reported issue was delivery arriving later than expected, which affected nearly one in five customers. Other common complaints included websites that were difficult to use or malfunctioned, as well as receiving incorrect or damaged goods.
The data comes from a 2025 survey on the use of information and communication technologies, which examines how people across Europe use digital services such as online shopping and mobile apps. The findings highlight significant differences between EU countries in the reliability and user experience of online retail services.
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