UK shoppers leave €250mn worth of products at click-and-collect sites

Online shoppers in the United Kingdom have left about 250 million euros worth of uncollected products at click-and-collect sites last year. This was due to long queues and understaffed collection points.

Click-and-collect is a great way for consumers to get their online orders without having to be at home when delivery takes place. But it’s still key to get out and pick up your online order.

‘Collecting items is a hassle’

Last year, many Brits left their orders uncollected at click-and-collect sites. According to research, over 70 percent of Britons shop via a click-and-collect system, but 15 percent are neglecting to collect the products they shopped online. A third claimed that collecting their items was a hassle and that they would rather wait for a refund and reorder their items to be delivered at home instead.

Long waiting times and understaffed collection points

One in four consumers in the United Kingdom said the waiting times at collection points were too long, while a similar share of people said these sites needed more staff. And 17 percent said they had problems with finding the right desk to collect their products when looking in-store.

It’s a pity that some retailers don’t invest enough in a visible click-and-collect site with enough personnel, because the service is said to increase footfall for merchants offering the service. About 97 percent of retailers have benefited from additional revenue. And 39 percent of consumers say they would visit click-and-collect sites more frequently if the process was improved.