Barclaycard and French retailer Decathlon commissioned a survey of 2,000 adult shoppers in July.
The survey found that online shoppers failed to take home around £228m worth of click-and-collect goods over the past year. It said more than 70% of shoppers in the UK chose click and collect, selecting the option twice a month on average. However, 15% of respondents who had chosen the click-and-collect option admitted to not going on to collect their goods in-store.
Customers said that long waiting times and poorly staffed collection points put them off claiming their goods. Their responses indicated that they believed the process was a “hassle” and they preferred to wait for a refund before reordering the goods via home delivery.
15% of customers resented paying for the privilege of picking up their own goods from the shops, and the research found that many shoppers expect retailers to offer special rewards and experiences to click-and-collect customers.
The findings will prove a worrying trend for retailers who have embraced click-and-collect as a means of encouraging shoppers to visit stores, rather than confining their shopping experience to online websites and home delivery.