Online click and collect customers let down over Xmas orders

Many shoppers buying Christmas presents online and using click and collect were disappointed when their orders were hit by issues, according to a report.

A YouGov survey for JDA and Centiro found that more than a third of customers who ordered products using click and collect services experienced issues getting hold of their items.

31 per cent found retailers did not have a dedicated in-store click and collect area, another 31 per cent suffered long waiting times and 24 per cent said staff took a long time to find items or could not locate them when they arrived to collect their orders.

Meanwhile, a third of online Christmas shoppers said they experienced issues with their purchases – an increase from 31 per cent the previous year.

48 per cent were hit by late deliveries or never received their goods, while another 48 per cent missed deliveries, despite some of them being at home at the time.

“While online retail continues to see unprecedented growth in the UK, Christmas shoppers continued to be plagued with problems concerning their online orders,” said JDA vice president of retail strategy Jason Shorrock.

“While issues with home deliveries are nothing new, more worrying for many retailers is that this Christmas exposed cracks in their click and collect operations.”

Despite these issues, 41 per cent of online Christmas shoppers opted to use click and collect services this year, compared to 39 per cent in 2014.

But 77 per cent of Britons said they are likely to switch to another retailer when buying gifts next Christmas after a poor online shopping experience.