A new consumer report released by the Federation of German Consumer Organizations (VZBV) reveals a stark disconnect between consumer expectations and the reality of online shopping experiences, highlighting a critical need for legislative reform and increased accountability from online marketplaces. The Forsa Institute’s survey, underpinning the 2025 Consumer Report, demonstrates widespread dissatisfaction and a perceived lack of protection against deceptive advertising, hidden costs and fraudulent retailers.
The report indicates that nearly two-thirds (65%) of German consumers feel inadequately protected from misleading marketing or unexpected charges when shopping online. Concerns extend to data privacy, with 64% expressing anxieties about the security of their personal information. Furthermore, 60% worry about falling victim to scams perpetrated by unreliable vendors, reflecting a deep-seated lack of trust in the digital marketplace. Interestingly, the only area where a majority (71%) feels adequately protected is when exercising the right to revoke a purchase and return goods.
The scale of the problem is underscored by the fact that 78% of online shoppers have encountered issues within the past two years. Common complaints include extended delivery times (55%), unsatisfactory customer service (51%) and substandard product quality (49%). A mere 22% reported experiencing no difficulties at all.
The deluge of consumer grievances is not merely anecdotal; consumer protection agencies have witnessed a significant surge in complaints. The VZBV registered over 165,000 complaints in the first half of 2025 alone, a 14% increase compared to the previous year. Digital offerings were the source of more than half (57%) of these complaints, with common themes involving contract traps, data breaches and manipulative design practices.
Ramona Pop, VZBV’s Managing Director, sharply criticized the current situation. “The digital environment poses considerable risks for consumers” she stated. “Utilizing manipulative designs and exploiting vulnerabilities through addictive mechanisms, companies are actively targeting weaknesses”. She argues that existing regulations are insufficient and calls on the European Commission to strengthen the forthcoming Digital Fairness Act (DFA). A specific focus, Pop emphasized, should be on defining and prohibiting manipulative design elements through a ‘blacklist’ approach, demanding tangible consequences for non-compliance.
Beyond the immediate concerns regarding deceptive practices, the report reveals a profound civic concern. A commanding 92% of respondents consider consumer protection “very” or “somewhat” important, while 86% believe the government bears responsibility for safeguarding consumer interests. However, a dishearteningly low 22% express confidence that politicians are effectively fulfilling this duty – a deficit of trust demanding urgent action. “Consumers rightly expect politicians to protect their interests” Pop asserted, “but trust in their ability to do so has been eroding for years. It’s imperative that the German government now delivers concrete solutions for people’s everyday concerns”. The report’s findings highlight a critical juncture, where legislative intervention and increased corporate accountability are essential to restore consumer trust and ensure a fairer digital marketplace.