Over the past year online shoppers failed to take home around £228m worth of click and collect products. Barclaycard and sports equipment retailer Decathlon did a survey of 2,000 online shoppers in July. They found that 15% of the people who did click and collect had not gone to the store to get the products.
Editorial credit: Barry Barnes / Shutterstock.com
Out of the 2,000 people who did the survey, 70% of them chose click and collect and on average they did the option twice a month. A third failed to pick up of the times as they said the process was a hassle and they preferred to wait for a refund.
Long waits and poor staffed collection points were the main reasons for shoppers to not pick up their items. Barclaycard estimated that if services for click and collect were to improve the high street could benefit highly.
Kirsty Morris, director at Barclaycard Payment Solutions said: “Click & Collect is a win-win for both retailers and consumers.
“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 & Collectors’ purchasing additional items in-store.
“Enhancing the Click & Collect 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.”
Christian Baggaley, head of operations at Decathlon UK, said: “We have seen a real increase in the number of shoppers opting to use click and collect since 2017 and are constantly looking at ways to make the overall shopping experience better for our customers.”
