£228m of click-and-collect packages left unclaimed last year

£228 million worth of click-and-collect packages were left unclaimed at retailers across the UK last year, according to a new study.

Uncollected online purchases are on the rise in the UK due to long waiting times and poorly staffed desks, with 15 per cent of British shoppers buying goods and not collecting them.

Barclaycard’s latest study found that 70 per cent of shoppers now use click-and-collect, but a third said collecting their package was a “hassle”.

A quarter of respondents found that click-and-collect areas were poorly staffed, with a further quarter saying waiting times at the collection points were to long to bother.

READ MORE: Zalando launches private delivery points allowing customers to collect packages from neighbours’ homes

Nearly one in five said they struggled to even find the click-and-collect desk, leaving many to decide its easier to wait for a refund and re-order the item for home delivery.

Barclaycard’s director of payment solutions Kirsty Morris believes this is a missed opportunity for retailers, with nearly 40 per cent of shoppers saying they’d be more likely to visit stores if the service was improved.

“Brands have the opportunity to not only increase the number of shoppers through their doors but also to reduce costs and returns, while generating revenue from ‘Click & Collectors’ purchasing additional items in-store,” she said.

“Enhancing the Click & Collect experience is a potentially lucrative way for retailers to ward off the unprecedented challenges of the high street and bridge the gap between online and in-store shopping.”

Around 89 per cent of retailers said that footfall increased after launching the service, and 72 per cent said they saw click-and-collect as a viable way of increasing footfall.

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2 Comments. Leave new

  • Ian Tomlinson
    August 20, 2019 10:41 am

    This research isn’t surprising. Consumers want the whole shopping experience to be seamless and click and collect has a huge part to play in retailers offering true omnichannel delivery options. Cybertill research reinforces this data from Barclaycard and Decathlon, as our YouGov survey found that when consumers shop online and choose to ‘click-and-collect’ 69% of consumers want a dedicated click and collect till area and 43% want a dedicated area to examine, try on or test the item there and then when you pick it up and then get customer service to help if needed. Retailers take note!

  • Sebastian Green
    August 20, 2019 10:51 am

    So this is a study by Barclays? Not the actual retailers? I work for a large online retailer that offers click and collect and can say with confidence these numbers are not accurate according the to data we get back form such providers as Collect+ & DPD etc.


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