Online retailers let customers down

The weather conditions over Christmas should have helped to boost Internet sales during the festive season. However, it has proven a missed opportunity as too many buyers have reported that their purchases failed to turn up in time for Christmas Day.

According to customer research specialist Intersperience, one in six survey respondents noted that gifts ordered online did not arrive by the big day. Compounded by the fact that the adverse economic conditions made them spend less than they usually would, it was to prove a tough time for retailers, with consumers spending £245 million less than they usually would.

Moving to online resources should have helped boost the Internet retail sector, but failing to match consumers' expectations may have actually damaged reputations. Eleven percent of respondents received the wrong present or something they were not expecting and as a result of online problems, a quarter of respondents spent less online than they otherwise would have done.

Given the additional importance placed on Internet retailers during the troubling weather, all retailers with an online presence should have ensured that it got this part of the puzzle right. Unfortunately, it seems that this is far from the case.

Chief executive of Intersperience, Paul Hudson, says: “The majority of those that went online looking for a bargain or to beat the snow had a problem of some kind. Overall, online retailing failed to live up to people's expectations and the problems they faced receiving orders put them off further Internet purchases.”