Digi-Key Electronics
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Refusal to Sell
I placed an order with Digi-Key via their French website (digikey.fr) as a private individual residing in France. VAT was properly calculated and paid during checkout. Despite this, my order was later cancelled with the explanation that I had not provided a VAT number — a requirement that does not apply to non-business customers under EU law. This is a clear violation of EU consumer protection legislation, including Directive 2011/83/EU and the French Code de la consommation (Article L.221-14), both of which prohibit unjustified cancellation of confirmed orders and require that all conditions be clearly stated prior to payment. Digi-Key actively markets to French consumers via a .fr domain, provides a French phone number and email, and collects VAT through the IOSS scheme. Therefore, it is fully subject to French and EU consumer law, regardless of its U.S. headquarters. What’s even more concerning is the possibility that the customer service decision may have been handled by an offshore support agent, potentially based in the Philippines or another outsourced location, who lacked appropriate training in EU tax and consumer law. The rigid, scripted nature of the response I received suggests a lack of awareness of Digi-Key’s obligations to private customers in the European Union. This experience reflects poor internal coordination and inadequate customer service training for international transactions. If Digi-Key cannot fulfill EU consumer orders correctly — especially after accepting payment — then they should not advertise local-language services or collect VAT on their EU websites. I have filed a formal complaint with French consumer authorities (DGCCRF via SignalConso), and I strongly urge EU consumers to be cautious when placing orders with Digi-Key until these issues are addressed.