Menu
UK on-line retailers fail to deliver

UK on-line retailers fail to deliver

The UK’s most popular on-line retailers have been slammed for their approach to customer service, with B&Q, HMV and even top-performing Amazon criticised by research firm Marketing Assistance.

Researchers bought a product from the top 28 UK sites and rated their performance based on 36 criteria, including delivery, returns procedures and communications with customer service staff.

Marketing Assistance’s report, commissioned by customer service consultancy Blast Radius, says on-line retailers need to work on scheduling deliveries so customers are available to receive goods. Delivery waiting times also came in for heavy criticism.

It singled out B&Q and HMV as poor performers -- albeit on the basis of a small number of orders. B&Q had several chances, it said, with the first item researchers tried to buy being out of stock, and the second and third purchase attempts failing to arrive, despite advanced phone calls booking a delivery slot. HMV, meanwhile, failed to deliver within 14 days following the first purchase, and seven days following the second. Both transactions were cancelled by researchers due to the excessive waiting period.

Retailers’ provisions for allowing buyers to return goods also disappointed. Despite providing the best on-line shopping experience in the UK according to the research, Amazon’s returns arrangements fell short of best practice. Similarly, Tesco was criticised for not including any how-to-return information with the product at all, nor in replies to any of the four emails researchers send relating to the purchase.

"The study results show that investment by on-line retailers tend to focus on what they care about most, securing the sale,” says Lee Feldman, Blast Radius' chief creative officer. "This attention is at odds with what the customers focus on, what happens after they have made a purchase. Service disconnect is critical and reveals a short-sighted view of the customer based on immediate revenue collection where real value is gained from long-term relationships."

Amazon, Dell, Apple, Next and Comet were the UK’s top performing on-line retailers, according to the study.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags internetamazonon-line sales

Featured

Slideshows

Meet the leading female front runners of the Kiwi channel

Meet the leading female front runners of the Kiwi channel

Reseller News honoured the leading female front runners of the New Zealand channel at the 2018 Women in ICT Awards (WIICTA) in Auckland. The awards honoured standout individuals across seven categories, spanning Entrepreneur; Innovation; Rising Star; Shining Star; Community; Technical and Achievement.

Meet the leading female front runners of the Kiwi channel
Meet the top performing customer-centric Microsoft channel partners

Meet the top performing customer-centric Microsoft channel partners

Microsoft honoured leading partners across the channel following a year of customer innovation and market growth in New Zealand. The 2018 Microsoft Partner Awards recognised excellence within the context of the end-user, spanning a host of emerging and established providers.

Meet the top performing customer-centric Microsoft channel partners
Reseller News launches new-look Awards at 2018 Judges’ Lunch

Reseller News launches new-look Awards at 2018 Judges’ Lunch

Introducing the Reseller News Innovation Awards, launched to the channel at the 2018 Judges’ Lunch in Auckland. With more than 70 judges now part of the voting panel, the new-look awards will reflect the changing dynamics of the channel, recognising excellence across customer value and innovation - spanning start-ups, partners, distributors and vendors.

Reseller News launches new-look Awards at 2018 Judges’ Lunch
Show Comments