Over a third of Click & Collect Christmas shoppers experience issues with their orders, a JDA/Centiro Christmas Customer Pulse report has found.
Of those who experienced issues, 31 per cent found there was not a dedicated area in-store for Click & Collect, 31 per cent experienced long waiting times due to lack of in-store staff, and 24 per cent complained that staff were unable to, or were taking a long time to locate items in-store.
Online orders also had problems – with 33 per cent of shoppers saying they experienced issues with their purchases, up from 31 per cent in 2014. Of those that experienced problems, 48 per cent had had late deliveries, or never received their good; a further 48 per cent had missed deliveries – including when they were at home.
77 per cent of Brits said they would be likely to shop elsewhere next Christmas because of a negative Christmas shopping experience.
“While online retail continues to see unprecedented growth in the UK, Christmas shoppers continued to be plagued with problems concerning their online orders,” said Jason Shorrock, vice president of retail strategy at JDA.
“While issues with home deliveries are nothing new, more worrying for many retailers is that this Christmas exposed cracks in their Click & Collect¹ operations.”
