Online shoppers need some retail therapy
Deliveries have been a lifeline in lockdown. From food and loo rolls to books and banjos, that knock on the door has never been so welcome. Drivers have been working all hours and I’m grateful.
But now the cracks are showing – and businesses need to sharpen up before they lose our loyalty.
This week alone, I have spent eight angry hours dealing with refunds, returns and complaints to couriers and retailers.
Covid has exposed that shops moving away from the high street to focus online have not got the infrastructure in place to deal with the demand and backlash.
And trying to get to the bottom of delivery disasters is painful and frustrating at a time when we are all anxious enough.
One online store’s Facebook post triggered more than 7,000 comments from customers chasing lost orders and unable to make contact. Two-thirds of Trustpilot reviews rated its service as bad or poor. Mud sticks.
Even before lockdown, failed deliveries were costing the industry millions each year. Another reason they should pull their socks up.
I understand Covid has caused setbacks, and delays are inevitable but you can’t blame lockdown for poor service for ever.
The way we shop is changing, but how it pans out is anyone’s guess. Intu, the shopping centre landlord that owns 17 giant properties and went into administration last week, is further proof of our shaky shopping habits. Shops at railway stations are also suffering, with fewer commuters.
But there is still a craving for getting into shops, seeing people and looking for a bargain, not scrolling for one. Just check out the queues at Primark and Ikea.
And I’m way more likely to get back to the high street after my latest ordeal. I placed an online order for outdoor lamps weeks ago and had visions of making the most of my garden in the evenings with my family.
I was prepared for a delay, but four weeks later I was getting edgy so tried to call for an update. It took me half an hour to track down the company’s number from a website, then I was greeted with the automated customer service line, which is enough to make you throw your phone in the bin.
I was hanging on the telephone for 45 long minutes until I spoke to a human. A young middleman, as confused about it all as me.
And eventually a parcel did arrive... dumped on my doorstep by a courier who knocked and ran, and didn’t hang about to confirm what was there. Which was half of what I ordered, with some damaged bits.
I’ve never missed the high street more. And online shopping anxiety could be the kick to get us back out there.