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Home » Half of Customers Who Opted to Pick Up Online Purchases in Stores Ran Into Hassles, Study Says

Half of Customers Who Opted to Pick Up Online Purchases in Stores Ran Into Hassles, Study Says

November 10, 2015
Wall Street Journal

A survey of over 1,000 online U.S.-based shoppers by JDA Software Group Inc. shows that, of 35 percent who opted to buy online and pick up goods in a store in the past year, 50 percent encountered problems getting their purchases. This is a surprisingly high failure rate of a strategy meant to offset the high costs of conducting e-commerce, said Wayne Usie, senior vice president of retail at JDA.

It also suggests that retailers will face a tough time expanding their e-commerce sales while preserving their profit margins. Offering products online may be easy, but getting the goods to consumers can be a burden on the bottom line. Some believe that having customers pick up purchases at the stores can cost less than packing and delivering goods to homes.

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Business Strategy Alignment Global Supply Chain Management Supply Chain Security & Risk Mgmt Consumer Packaged Goods Retail
KEYWORDS Business Strategy Alignment consumer packaged goods e-commerce Global Supply Chain Management in-store fulfillment omnichannel Retail Retail Supply Chain Management SC Security & Risk Mgmt Supply Chain Analysis & Consulting supply chain IT Supply Chain Management: Retail Supply Chain Risk Management Wall Street Journal
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