Feedback firm, Feefo, lists consumers’ top 10 online gripes


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 as the number of people spending on the internet soared in the countdown to Christmas.

Unwittingly buying a fake product has also left customers fuming, with e-tailers sometimes among the most difficult to contact to complain.

Independent feedback forum Feefo, which supplies honest and transparent feedback to hundreds of companies all over the world including The White Company and Thomas Pink, today released a list of the 10 most annoying aspects of online shopping.

Feefo managing director Andy Mabbutt warned customers to double-check accountability before buying anything over the internet.

The warning comes as Consumer rights group Which? also urged consumers to be wary when shopping online. In a survey of 1,303 people, it found 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.

Mabutt 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 there may be bargains to be had online,” he said.

“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.

“From our research we have spotted some of the things most likely to leave the shopper annoyed and frustrated when they least need to be. Christmas is a hectic time and anything which can make that endless list of jobs to do that bit easier has to be a good thing.”

Shoppers also cited “faceless suppliers” and being unable to contact an online retailer to complain as a major problem, along with a lack of notification on changes to delivery times and delivery drivers being unhelpful (i.e refusing to deliver a parcel past the front door).

Those using the internet to find gifts also claimed it was often difficult not to be able to see and touch the product and feeling disappointed by inaccurate descriptions.

Feefo top 10:

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. Lengthy registration procedures