Amazon, the e-commerce giant, has been fined $7.8 million (31 million zlotys) by Poland's consumer watchdog, UOKiK, for allegedly misleading customers about product availability and delivery dates.
Reuters reports that the fine comes after complaints from consumers who reported not receiving their orders prompted an investigation by UOKiK.
Amazon Sales Practices Under Scrutiny in Poland
According to UOKiK, Amazon's sales practices have been under scrutiny since September 2021, following complaints from shoppers. The authority found that Amazon may have misled consumers about the conclusion of sales contracts, as well as used deceptive design elements to create a false sense of urgency during the purchasing process.
Specifically, Amazon's treatment of the moment of purchase and its communication regarding product availability and delivery windows have been highlighted as areas of concern.
UOKiK noted that while Amazon guarantees delivery, it failed to provide consumers with clear information about the rules of this service before placing an order.
Dark Pattern Design
In a press release announcing the enforcement action, it was said that Amazon failed to appropriately communicate a crucial detail with its customers.
TechCrunch highlights in a recent report that it was also discovered that this information was only displayed "at the last stage of purchase." Additionally, getting this information could be difficult for consumers at times.
For example, Amazon occasionally used design methods such as the gray font on a white background, notably in the text displayed at the bottom of a page, exemplifying the use of so-called 'dark pattern design'.
(Photo : Quinn Rooney/Getty Images)
DANDENONG, AUSTRALIA - DECEMBER 05: The Amazon website is seen on December 5, 2017 in Dandenong, Australia. Amazon has ended months of speculation by launching its local website overnight. The online retail giant has started taking orders and shipping products from its 'fulfilment centre' in Dandenong South, offering massive discounts on millions of items across more than 20 categories including electronics, toys, clothing, beauty and accessories.
Amazon Responds
In response to the fine, Amazon stated its intention to appeal the decision, emphasizing its commitment to customer satisfaction and collaboration with authorities.
The company highlighted its efforts to improve the customer experience on its platform and stated that it strictly follows legal standards in all countries where it operates.
"Since launching Amazon.pl in 2021, we have continuously invested and worked hard to provide customers with a clear, reliable delivery promise at check out, and while the vast majority of our deliveries arrive on time, customers can contact us in the rare event that they experience a delay or order cancellation, and we will make it right," the company's Polish office said in a recent statement.
Additionally, in other news, Amazon is undergoing layoffs in its advertising unit as part of a broader cost-cutting effort. Insider tells us that up to 160 roles globally may be impacted by the layoffs, as the company continues to review the structure of its teams based on business needs.
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