Click-and-collect ‘a hassle’ as one in seven parcels is never picked up

Click-and-collect shopping is becoming too much trouble for consumers, according to a study that found one in seven items are never collected.

Consumers have left items worth about £228 million over the past year, the Barclaycard survey found.

Many cited frustration over poorly staffed collection points and long waiting times. But despite the complaints, the service is increasingly popular, and seen by retailers as a way to capitalise on the online shopping boom.

More than 70 per cent of British consumers order goods through click-andcollect an average of twice a month.

But a third of the 2,000 respondents to the survey described the process as a “hassle”, saying it was easier to ask for a refund and wait for a home delivery. Among those who decided to leave items, a quarter were put off by long waits and 15 per cent were annoyed at having to pay a fee for the service.

Nearly two in five shoppers said they would visit shops more often if clickand-collect was improved.

Experts said that could provide a vital boost to high street shops that are struggling to cope with rising taxes, the economic downturn and the continued growth of online-only rivals such as Amazon.

Kirsty Morris, director at Barclaycard Payment Solutions, said: “Brands have the opportunity to not only increase the number of shoppers through their doors but also to reduce costs and returns, while generating revenue from click-and-collectors purchasing additional items in-store.

“Enhancing the experience is a potentially lucrative way for retailers to ward off the unprecedented challenges of the high street and bridge the gap between online and in-store shopping.”

Next is among the retailers to expand its click-and-collect service with a deal that will allow customers to pick up Amazon orders from its 500 shops.

The deal will allow Amazon to increase its physical footprint across the country, as around 90 per cent of the UK population lives in proximity to a Next store

The majority of Next shoppers already choose to collect online orders bought through its Directory service from its shops.

According to official figures, clickandhas been growing in popularity among pensioners, who are increasingly using it to do their clothes shopping.