We’ve all felt the thrill of receiving an order online, only for that to rapidly turn to exasperation when the product fails to meet expectations. A new Which? survey has found that one in six online consumers were given products that did not match their descriptions or photographs. Indeed, four in every ten complaints specifically identified deceptive product pictures, introducing a common problem in the online market. Here are some of the top examples of online shopping blunders that left people puzzled and disappointed.
1. Ellen’s “Iron” Pendant Light That Was Thin Tin and Looked Like Plastic
Ellen was thrilled to purchase a pendant light advertised as made of iron, which matched the elegant aesthetic she envisioned. However, when the package arrived, she found the light to be made of flimsy tin and plastic instead. To make matters worse, the return process was a nightmare, with Lampsmodern initially offering only a partial refund. Following consumer complaint, Ellen did finally get a full refund, demonstrating how deceptive product labeling can lead to a lot of consumer aggravation.
2. Sarah’s Qure LED Mask Lacking Essential Details Regarding Compatibility with Dark Skin
Sarah bought a Qure LED mask, hoping that the product would be compatible with her skin. But the instruction manual held a surprising surprise: the mask was not compatible with dark skin, something which was not mentioned in the product description. This lack of oversight caused Sarah to return the mask, and subsequent contact with the company revealed that dark-skinned people needed to consult a dermatologist prior to use. This failure to inform broke consumer protection legislation, illustrating how transparency failure hurts customers.
3. Mike’s “Glass” Bird-Shaped Plant Waterers That Were Plastic Copies
Mike purchased bird-shaped plant waterers listed as “glass,” when in fact they were composed of thick, plastic material. This deception profoundly impacted the perceived product quality. Upon an attempt by Mike to remedy the situation, the company demanded expensive return shipping, prompting him to initiate a chargeback claim. The frustration of handling overseas sellers and the huge disparity between advertised and true product quality is evident here.
4. Entirely Different Items Appearing – The Tennis Racket vs. Tennis Bag Debacle
Purchasing a tennis racket only to have it delivered as a tennis bag is perhaps one of the most egregious forms of product discrepancy: receiving something completely different. Such mistakes indicate significant failures in the seller’s fulfillment process, with the consumer getting no product they were looking to purchase and feeling perplexed and angry.
5. Misrepresented Condition – When “New” Means “Clearly Used”
The term “new” in a product description guarantees a product that is unused and pristine. Yet numerous consumers have been given products described as “new” that were obviously used, complete with scuff marks, opened boxes, and evidence of prior setup. Such a practice erodes trust and engenders a feeling of betrayal, especially for high-priced items where condition is most critical. The misleading use of “new” over “used” can make consumers feel deceived and unhappy.
6. Missing Parts or Features Not Disclosed – The Case of the Lamp Without a Bulb
When shopping online, customers anticipate having complete products. One of the most common problems is finding a product missing vital parts, like a lamp without a bulb. The missing part is even more infuriating when it is directly related to the product’s key function. The description must accurately outline what comes included to prevent buyers from being let down and having to make repeat purchases.
7. Wrong Quantity Received – Ordering Two Smartphones, Receiving Only One
One of the most basic but irritating errors is the wrong quantity received. Two common examples are purchasing two smartphones and receiving only one, or buying ten units of a product and receiving fifteen. Whatever the reasons for the packing or warehouse errors, such discrepancies mess up the buyer’s plans and cause unnecessary inconvenience.
8. Misleading Technical Specifications
Technical specifications are an important part of consumers’ buying decisions, especially for electronic products. Misalignments between advertised specs and what is received can result in significant dissatisfaction. For example, getting a smartphone with a 12-megapixel camera when promised a 108-megapixel camera is a great disappointment. Such misrepresenations impact not only product performance but also create distrust towards the retailer.
9. Discrepancies in Stated Performance (e.g., Battery Life)
Misleading performance claims, particularly battery life, are among the most prevalent pitfalls. For instance, a smartwatch claimed to be able to last 14 days should only last 5 days with regular use. Such differences have a direct impact on user experience and the product’s overall value, eroding consumer confidence and brand credibility.
10. Misleading Appearance: Size, Color, and Look
Online shopping usually involves better-looking product images that do not present the actual picture. Apparel might be a different size, or items such as decorations might be more colorful in pictures than they actually are. These image differences result in incorrect sizes, disappointing colors, and overall dissatisfaction, since the product is not what one expects.
11. Inadequate Material Quality
Others on the web advertise “premium fabrics” or “luxurious finishes,” but customers might get a product constructed from inexpensive materials. This is not merely a case of using a different material, but a perceivable downgrade in quality that impacts durability and overall satisfaction. It’s infuriating when what was hyped as luxurious ends up being flimsy and substandard.
12. The Unwelcome Surprise of Counterfeit Goods
Receiving substitute goods is the most serious online deception. Buyers who order what they think are authentic branded products might instead receive shoddy imitations. This is an understatement of fraud, which inflicts economic loss and irritation on buyers. Substitution erodes the reputation of genuine brands and destroys customer confidence.
13. The Gauntlet of Returns and Refunds (The Runaround)
Even when a product defect is found, obtaining a refund may be a prolonged, stressful experience. Return shipping charges are often asked of customers by most merchants, especially when products are imported from abroad. Even if they are owed a full refund, most consumers will fail to retrieve their money, with some being offered refunds for only part of the amount after long back-and-forth dialogues.
14. Failure to Provide Important Information and Deceptive Omissions
One of the most misleading practices is hiding crucial details in product descriptions. Omitting information can deceive consumers into buying products that are not appropriate for their purposes. For instance, a skincare machine may be described as appropriate for all skin types, but the instruction manual describes it as inappropriate for dark skin. Sellers have to give all necessary information to facilitate informed choices by buyers.
15. Knowing Your Rights: Consumer Protection and Resolution Steps
There are legal protections for consumers under legislation such as the Consumer Rights Act 2015, under which they can reject goods that do not match their description. There is a cooling-off period under the Consumer Contracts Regulations 2013 for cancellations. If there are discrepancies, it is essential to record communications with the seller and present evidence. In case the seller is not cooperative, chargeback complaints with banks or Section 75 complaints for credit card transactions can be effective. Information and initiative can ensure that consumers are awarded what is due to them.
