Online shoppers in the UK have failed to pick up around £228m worth of products they bought via the click & collect option, according to a new study by Barclaycard and Decathlon.
The study, which polled 2,000 adult shoppers in July, found that more than 70% of shoppers in the UK opt for click & collect, selecting the option twice a month on average. However, it also found that 15% of respondents who had opted for click & collect did not eventually pick up their order in-store.
A third of those who did not pick up their orders said it was because the process was a “hassle”, adding that they preferred to wait for a refund and then reordered the goods via home delivery. Another 25% cited long waiting times, 25% cited poorly-staffed collection points, while 15% said they resented paying for the privilege of picking up their own goods from the shops.
The study also found that more than 50% of those polled want retailers to offer special rewards and experiences to click-and-collect customers.
NAM Implications:
- All of which adds to online fulfilment costs…
- Amazon competitors please note…
