Nearly a quarter of London consumers shopping online have been let down by an order since the pandemic broke out, a new survey has found.
The poll, conducted by retail software company Brightpearl, also found that 37% of shoppers in the capital saw their online purchases take longer to arrive since March.
Overall, 34% of the 2,000 Londoners surveyed told researchers their trust in online shopping had decreased as a result of unreliable delivery in the period.
Despite this, 43% of respondents said they were buying items more frequently online than before the first lockdown.
Many of these purchases were made with local retailers rather than chains, the poll found.
But, as widespread redundancies and a glacial recession loom, 63% of shoppers said they plan to be “very careful” with their money in the coming year – with 40% already having cut down on spending deemed “frivolous”.
Brightpearl CEO Derek O’Carroll said: “There has been a big shift to online post-Covid, but concern over delivery reliability in London has created a crisis of confidence in some consumers and brands could still suffer or miss out on this digital opportunity if they don’t improve service, especially after the buy button.
“Over the next year, online brands in London are going to have to up their game and make online deliveries faster, more reliable and flexible. Shoppers want more choice in their delivery options, whether that’s same-next day delivery, or Click & Collect.”
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