Picking Up Online Orders at Stores a Hassle for Customers

The “click-and-collect” method of shopping is not as easy as it sounds. This type of shopping allows customers to place orders online and pick up their purchases at a physical store just a few hours later. However, one study found that 60 percent of these orders were not completed correctly on Cyber Monday. Some stores made customers wait for more than an hour, gave customers the wrong item, or simply had to cancel orders because the store ran out of stock.

This year, many retailers have been pushing click-and-collect services. Best Buy, Walmart, Toys R Us, Kohl’s and Nordstrom are just a few of the stores hoping to get online shoppers into their stores. The pay-off could be significant. People who shop both online and in-store usually spend about 75 percent more than store-only shoppers, according to a survey by Deloitte.

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However, so far, the click-and-collect services have underwhelmed customers. A survey by JDA Software Group says that half of customers that tried to pick up their online orders in person experienced problems this year.

Stores have tried to alleviate some of the problems by adding more seasonal workers to keep up with the demand, according to The Washington Post. Some retailers have even installed expanded counters for this service and added designated parking spots for customers who want to get in and out of the holiday shopping madness.