Survey on online shopping trust among U.S. consumers: Amazon is the most trusted shopping platform

A recent study of 2,000 U.S. online shoppers conducted by Optimizon found that a quarter of consumers received products that were not the size they expected, while a fifth received something completely different from what they expected.

Respondents said that, for example, they ordered a PC but received a gaming chair instead, and purchased children's-sized clothes and shoes but received other items instead. More than a third of people felt they were "cheated" by misleading images and untrue product information.

When shopping online on online marketplaces such as AliExpress or Wish, respondents felt cheated at least four times on average. However, the most trusted were Amazon, eBay and Etsy, which were the three platforms they used most often.

Online marketplaces that respondents consider most trustworthy:

1. Amazon

2. eBay

3. Etsy

4. Wayfair

5. Notonthehighstreet

Among the least trustworthy sites, not being able to judge the quality of the product, difficulty in returning an item, and missing or inaccurate descriptions were the main reasons. While 37% of people would decide where to buy based on trust, 48% would choose a retailer with a lower price.

Notably, more than a quarter would prefer to buy directly from a brand’s website. Improvements consumers would like to see in online marketplaces include easier returns, more reliable sellers, and more details in product descriptions.

Editor✎ Ashley/

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