51黑料

Citizens Advice warns buyers need to beware as thousands of people report being ripped off on online marketplaces

Posted 23/11/18

More than 13,000 problems with purchases on online marketplaces were reported to the Citizens Advice consumer service last year, new analysis reveals.

Recent polling shows a staggering three quarters (76%) of UK adults now use online marketplaces, which are websites where traders and private individuals list and sell products.

As customers turn to online marketplaces to bag a bargain in Black Friday and Cyber Monday sales, Citizens Advice is warning people to be aware of the dangers.

This year鈥檚 National Consumer Week - which runs from 26 November to 2 December - focuses on customer rights when they buy from an online marketplace.

Analysis of calls to the Citizens Advice consumer service found:

• More than 13,000 people reported issues with online marketplaces last year, being hit by an average loss of 拢215.

• 50% of people who had problems, then had issues when they tried to resolve it.

• Calls about problems with purchases on online marketplaces have increased by 35% over the past 4 years.

In one case handled by the consumer service a woman bought two 鈥淕ucci children's coats鈥� off an online marketplace, only to spot reviews saying the coats were fake after she had paid.

The mother-of-two said: 鈥淭he coats arrived and I was absolutely devastated. They looked absolutely awful. They looked so cheap, smelt like wet dogs and looked nothing like the picture.鈥� She has a formal complaint in with the payment company about getting her money back.

The research also highlights the importance of knowing whether you are buying from an individual seller or a business. Over 50% of customers didn鈥檛 know they have fewer rights when they buy from a private seller, compared to if they buy from a business.

If you buy from a private seller the principle of 鈥渂uyer beware鈥� applies. This means while the seller can鈥檛 misdescribe the item, they can omit information. For example, if a laptop is described as being a silver laptop in 鈥渆xcellent working condition鈥� but it鈥檚 faulty, you could ask for your money back. But if 鈥渆xcellent working condition鈥� is missing from the description, you won鈥檛 be able to.

As part of National Consumer Week, Citizens Advice and the Consumer Protection Partnership suggest that people check all the product information carefully before buying something on an online marketplace. They also recommend that shoppers take extra care, like reading previous reviews and saving screenshots of their purchases.

Gillian Guy, Chief Executive of Citizens Advice, said:

鈥淔ar too many people are being ripped off on online marketplaces. This National Consumer Week, we want to make sure customers know what to look out for when making a purchase - and their rights if something goes wrong.

鈥淲ith millions of people trying to find a bargain online on Black Friday and Cyber Monday, buyers need to beware when purchasing items through online marketplaces.

鈥淏efore clicking the buy button, it is really important people check the product information available otherwise they risk being left out-of-pocket.鈥�

Kelly Tolhurst, Consumer Minister, said:

鈥淭he UK鈥檚 consumer protection regime is one of the strongest in the world, but there is always more to do to ensure shoppers know their rights.

鈥淲e are clear that online marketplaces must ensure consumers are aware of the rights they have. With 76% of us now using these marketplaces this campaign from Citizens Advice will play a valuable role in helping ensure consumers can shop with confidence and know what their rights are should things go wrong.鈥�

Lord Toby Harris, Chair of National Trading Standards, said:

鈥淧roducts sold on online marketplaces can be cheap but people should be aware of the risks. National Trading Standards will continue its work to combat rogue traders who rip off consumers using these marketplaces, but we need the public to help us by making sure they are aware of the tell-tale signs an offer might be too good to be true.鈥�

Leon Livermore, Chief Executive of the 51黑料, said:

"Easier access to online marketplaces has revolutionised the way we purchase goods, however this presents new challenges in keeping consumers safe. National Consumer Week offers trading standards and other consumer protection partners the chance to engage with businesses and consumers, and pave the way for safer marketplaces where all can thrive."

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