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Consumers rile against poor online service

Adam Zuchetti
Adam Zuchetti
15 August 2017 1 minute readShare
Angry girl in front of the computer

The biggest source of consumer gripes against online sales has been revealed, with businesses operating online reminded that better service providers are just a click away.

A study of 1,000 Australians by delivery service provider CouriersPlease found that more than half (56 per cent) now spend more online than they do in-store.

However, chief among their concerns is a poor returns process for online purchases.

The majority of respondents (64 per cent) said they had returned online purchases for one reason or another, suggesting that there may be a significant gap in what is advertised online and what is actually delivered to customers.

Whatever the reason for the returns, though, the entire returns process was named as the greatest headache for online shoppers, with 30 per cent complaining about this aspect of shopping on the web.

Many believe the returns process should be made easier. More than one in four (27 per cent) believe the retailers should be responsible for covering at least some of the cost of returns – which for the majority of respondents amounts to more than $10 on average.

“Consumer expectations around delivery and returns are changing, and retailers need to keep up with these preferences to be able to offer a high-quality, full-circle service that also includes a reliable and seamless process for shoppers to return unwanted and unsuitable goods,” says CouriersPlease COO, Hoy Yen Hooper.

“By offering customers more flexible choices such as dropping off parcels to convenient locations, retailers can provide a hassle-free returns system.”


Consumers rile against poor online service
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Adam Zuchetti
Adam Zuchetti

Adam Zuchetti is the former editor of MyBusiness and a senior freelance media professional, specialising in the fields of business, personal finance and property. In 2020, he also embarked on his own business journey – inspired in part by the entrepreneurs and founders he had met through his journalistic work – with the launch of customised pet gifting and subscription service Paws N’ All.

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