The charity’s study found consumers spent over £2 billion and six million hours - an average of £64 and 94 minutes per person - trying to fix these issues. This was made up by, for example, people needing to take time off work to return a parcel within set hours, or racking up phone bills hanging on the end of a customer helpline.
Citizens Advice found shoppers were seven times more likely to have an issue with online purchases compared to those made in store (24% vs 3%).
Further analysis revealed:
These findings are mirrored in the demand for Citizens Advice services as consumers turn to the charity for guidance on how to claw back losses from a range of retail woes. Some of the cases the charity helped with recently include:
To help shoppers start 2024 clued up on their rights, Citizens Advice is sharing its top tips to shop confidently. This advice marks the start of its Consumer Awareness campaign (Monday 29th January - Sunday 4th February). The annual campaign is run by Citizens Advice in collaboration with the Consumer Protection Partnership (CPP), which includes Trading Standards and the Department for Business and Trade.
Jane Parsons, Consumer Expert at Citizens Advice offers advice to help consumers shop safely this year:
2. Defective goods
If something’s gone wrong with an item you’ve bought, you might be entitled to a refund, repair or replacement. You’ll have legal rights if the item you bought is:
3. What if I change my mind?
4. Pay safe
5. Making a return
Dame Clare Moriarty, Chief Executive of Citizens Advice, said:
“As we go into the new year, it’s vital consumers are empowered with the right knowledge to shop safely. With budgets already stretched it’s important shoppers don't waste precious time and money on retail issues that could easily be avoided.”
“Citizens Advice is dedicated to giving consumers the knowledge they need to stay savvy when shopping on the highstreet or online. Everyone can be a consumer champion when armed with the right information.”
Mike Andrews, National Co-ordinator, National Trading Standards eCrime Team, said:
“You’re more likely to experience issues when buying online than in store, which is why you should always double-check the seller before making the purchase. Be extra cautious when purchasing an item on social media – the links will often take you to scam websites, which can leave you out of pocket and lead to even bigger issues like identity theft.”
John Herriman, Chief Executive of the Chartered Trading Standards Institute (CTSI), said:
“It is vital that consumers are just as protected when shopping online as they are when purchasing items on the highstreet, and that they have clear, transparent information about how to get help if a problem arises.
“These consumer awareness campaigns play a crucial role in educating consumers, so they are armed with the knowledge they need to shop safely online and where to go to seek help if they need it.
“Online marketplaces have a key role to ensure that goods on their platforms will not put consumers in harm. CTSI is supporting the All-Party Parliamentary Group on Consumer Protection to conduct a national inquiry into online marketplaces and the supply chain to give key policy recommendations to improve the landscape for UK consumers.”
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