A significant disconnect exists between consumer expectations and the reality of digital protection within Germany’s online shopping landscape, according to a new consumer report released by the Federation of German Consumer Organizations. The Forsa-conducted report, published in regional newspapers, reveals a widespread sentiment that existing safeguards are inadequate, prompting calls for urgent action from both the German government and the European Union.
The survey data indicates a palpable sense of vulnerability among German consumers. Nearly two-thirds (65%) express dissatisfaction with the level of protection afforded against misleading advertising and hidden costs encountered during online purchases. Concerns regarding personal data security (64%) and the risk of fraudulent vendors (60%) are also running high. While the right to revocation and returns remains a relatively positive area, the broader digital shopping experience leaves much to be desired.
Over the past two years, a staggering 78% of online shoppers have faced challenges – frequently experiencing protracted delivery times (55%), deficient customer service (51%), or substandard product quality (49%). This persistent wave of issues has fueled a dramatic surge in complaints lodged with consumer protection agencies; the first six months of 2025 witnessed a 14% rise compared to the previous year, with digital offers accounting for over half (57%) of these grievances. Predatory contract terms, data breaches and manipulative design practices are consistently cited as major drivers of consumer distress.
Ramona Pop, Managing Director of the Federation of German Consumer Organizations, characterized the situation as a systemic problem requiring immediate redress. “The digital environment presents substantial risks for consumers” she stated, emphasizing how manipulative designs and “gamification” techniques exploit vulnerabilities. She contends that existing regulations are insufficient to provide meaningful protection and urges the EU Commission to leverage the proposed Digital Fairness Act to implement concrete improvements.
Pop specifically called for a clear definition and prohibition of manipulative design elements via a “blacklist” emphasizing the need for accountability. “If companies fail to adhere to the rules, consequences must follow” she asserted. The report underscores that consumer protection remains a central concern for Germans, with 92% deeming it very or rather important. However, a severe crisis of confidence plagues political representation, as only 22% believe politicians are adequately fulfilling their responsibility to safeguard consumer interests.
This erosion of public trust fuels the urgency of the situation. Pop concluded, “Consumers rightfully expect politicians to shield their interests, but confidence in their ability to do so has been dwindling for years. The German government must now act decisively and deliver tangible solutions to everyday anxieties”. The survey, conducted among 1,503 individuals between September 1st and 12th, 2025, highlights a clear mandate for political action, demanding not only improved regulations but a demonstrable commitment to protecting vulnerable consumers in the increasingly complex digital marketplace.
