Customers hit with online order problems over Christmas

Nearly one in three British online Christmas shoppers experienced problems with their orders over the festive season, according to research conducted by YouGov for retail solutions firm JDA.

A survey of around 2,400 UK adults found that the Christmas shopping period was hit by consumers having problems across both home delivery and click-and-collect services, with 31 percent of British online shoppers reporting problems, up from last year’s research which revealed that only one in five consumers experience problems.

The survey revealed that 49 percent of shoppers had suffered from missed deliveries, while 45 percent had experienced late deliveries or never reviewed their goods. Problems were also extended to click-and-collect services, with more than a third of click-and-collect shoppers encountering issues, with 30 percent of consumers citing long collection waiting times, 29 percent indicated the lack of a dedicated area in-store collection point, and 25 percent said staff were unable or took a long time to source goods in store.

However, 40 percent of click-and-collect Christmas shoppers found they had a positive experience and 34 percent said they would use the service more when Christmas shopping this year. In addition, a quarter of online Christmas shoppers stated they chose to shop specifically with a retailer that offered click-and-collect over one that solely offered home delivery.

JDA retail strategy director Jason Shorrock said: “Shoppers want greater flexibility as to how and when they receive their online goods. But at the same time it is clear that home delivery reliability around the Christmas period remains something of a lottery.

“With growing numbers of consumers opting to shop with retailers that offer the option of ‘Click & Collect’, those that can ensure order fulfilment excellence will be ultimate winners. Indeed, our research shows that nearly one in five online shoppers surveyed used an alternative retailer this Christmas as a result of their preferred one not having items available or having delivery times that met their requirements.”