Top 10 consumer hates when shopping online

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Fake products, poor descriptions and bad customer service cause ire.

A study by online consumer feedback company Feefo has revealed the top 10 consumer bugbears when shopping online, something for retailers to bear in mind during the busy Christmas period.

According to the study, Christmas shoppers said waiting in for multiple deliveries and the frustration of chasing missing parts were some of the most annoying downsides to gift-hunting online.

Unwittingly buying a fake product also leaves customers angry, something that will be especially important for jewellers selling online, who may find themselves doing battle with counterfeit jewels being sold through sites such as eBay.

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A further complaint was with online retailers that had no method of contact or customer services or as well as a lack of product description, something especially important for jewellers who should offer as much product information as possible.

Feefo managing director Andy Mabbutt has warned customers to double-check accountability before buying products online, following a similar word of caution from consumer rights watchdog Which?

In a Which? survey of 1,303 people, it found that nearly one in 10 had bought a fake product by mistake in the past two years and nearly a quarter of fake goods were bought from websites including online giants Amazon and eBay.

Mabbutt said while online shopping was growing in popularity and did ease the stress at Christmas, shoppers should target the right e-tailers.

"Buying at the push of a button is extremely attractive at this busy time of year as is the idea that there may be bargains to be had online.

"But online shopping raises certain issues for the consumer and it’s here where feedback from established customers really proves to be crucial to making the whole process as stress-free as it should be.

Feefo has compiled a list from research of the ten things most likely to leave shoppers annoyed and frustrated:

1 Poor communication from suppliers when deliveries are late or even cancelled

2 Not seeing the product before it arrives and it not living up to its description

3 Having to wait in for signed deliveries costing supplier and customers

4 Goods being damaged in the post

5 Complicated returns procedures

6 Missing parts – particularly from furniture but also toys and the difficulty tracking them down

7 Multiple deliveries and not being able to organise all parcels for one drop-off slot

8 Accountability and being left with fake or goods below safety standards

9 Unhelpful delivery drivers

10 Having to provide too many details just to shop and lengthy registration procedures

 

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