Investigation Reveals Customer Support Shortcomings Among Leading Webshops
A recent investigation by Dutch-news agency RTL Nieuws into 75 prominent Dutch webshops has uncovered significant deficiencies in customer support, particularly in the accessibility of contact information. The study found that 16 of these webshops do not prominently display a customer service phone number on their websites, potentially hindering customers seeking immediate assistance.
Legal Requirements and Compliance
Under Dutch law, webshops are mandated to clearly display their phone numbers on customer service pages. Hiding this information in terms and conditions or making it difficult to find does not meet legal standards. The Netherlands Authority for Consumers and Markets (ACM), the independent regulator overseeing consumer protection laws, emphasizes the importance of transparency and accessibility in online retail.
Consumer Rights Organizations’ Perspectives
The Consumentenbond, a leading Dutch consumer rights organization, advocates for clear and accessible customer service channels. They provide resources and template letters to assist consumers in addressing complaints with sellers. Additionally, De Geschillencommissie offers mediation services for unresolved disputes between consumers and sellers, ensuring that consumer rights are upheld.
Digital Accessibility Considerations
Beyond contact information, the overall accessibility of webshop platforms is crucial. The European Accessibility Act mandates that almost all webshops must be digitally accessible by June 2025. A study by Level Level revealed that many leading Dutch webshops currently fall short in this area, with some platforms being unusable for individuals with motor or visual impairments.
Consumer Guidance
Consumers encountering difficulties with webshop customer support or accessibility can seek assistance from various organizations. The European Consumer Centre (ECC) Netherlands offers free legal help and advice for issues with traders in other EU countries. Additionally, the Fraud Help Desk provides support for victims of online fraud.
