Online stores make it too hard for customers to contact them, says consumer group

More than one in three of the largest online retailers in the Netherlands do not make their contact information easily accessible to consumers, the Dutch Consumers’ Association (Consumentenbond) reported on Wednesday. The organization examined the websites of the 100 largest web shops in the Netherlands and 31 energy companies.

Since May 2022, companies have been required to display a phone number and email address for customers on their websites in a logical and easily locatable spot. Only 37 of the 100 online stores examined do this, and about half of the checked web shops (46) provide a telephone number, but not an e-mail address. The Consumentenbond noted that contact details are often tucked away in the terms and conditions, which is not a logical place.

Some international online retailers active in the Netherlands do list a phone number, occasionally an international one, but according to the Consumentenbond, they do not answer calls. Amazon, eBay and Shein do not have a telephone number for their customers.

They also sometimes do not provide an email address. Researchers could not find email addresses for AliExpress, Amazon, Benu Webshop, Domino's, Ikea, and Nike. After inquiries, Benu and Domino's added an email address, while Ikea declared they would do so later this year. AliExpress, Amazon, and Nike did not respond.

"Companies must adhere to the rules and be easily accessible. Too often, they make it easy with contact forms or chatbots. But that is not enough,” said Concumentenbond director Sandra Molenaar. “Consumers should be able to easily contact a human being if they want to,” she added.

The Consumentenbond noted that energy suppliers have improved their online presence, with all 31 surveyed companies displaying mandatory contact details, a significant improvement from past non-compliance.