The Consumer & Market Authority (ACM) is exhorting web shops to better inform customers about their delivery times. In view of the upcoming holidays and the extra rush caused by corona, the watchdog wants to remind web shops of their obligations once again.
In recent months, the ACM received many reports from consumers about online purchases that were not delivered or delivered late, that were refunded late (or not at all) and about the poor accessibility of online shops.
The body sees it as the responsibility of online shops to live up to consumers' expectations, regardless of the fact that they are busy. That means that delivery times communicated on the website should match actual delivery times. If orders are delayed, customers should be informed after their purchase.
In addition, online shops should clearly communicate how and when they can be reached. They should also respond within a reasonable time, the ACM said. The authority has taken to task several online shops about which it received complaints in recent months. Several online shops subsequently adjusted delivery times on their websites and expanded their customer service.
