As a result of Black Friday, 22m parcels (worth over £1bn) will be home delivered over the next week. A staggering 2.2m of these potential Christmas presents will not arrive when the retailer promises.
During the Christmas period, 17m parcels worth £695m will not arrive when the retailer promises.
Black Friday parcel deliveries
These figures have been estimated by LCP Consulting a specialist consultancy in business operations and supply chain management strategies. LCP also estimates that £75m (7%) of orders will be delivered late because of the delivery company or the retailer. £31m (2.9%) worth of orders will also need to be re-delivered because of a carded delivery (customer not present at time of first delivery).
LCP Consulting says that this only exacerbates customer’s frustrations with home deliveries as they get prepared for Christmas. Next day deliveries are expected to be up 15-20% from last year, meaning that an additional 4m parcels will be expected to arrive with the customer the next day. This will put additional demands on retailers during their busiest online sales week of the year.
Returns also being overlooked by major retailers
Despite a recent report finding that 70% of customers rate the quality of a retailers’ return service as “very important”, an LCP report, released in November, found that many major retailers are not recognising the importance of a reliable returns service to the customer.
Stuart Higgins, retail partner at LCP Consulting, said: “Retailers continue to pursue a faster and freer agenda which is simply placing too much pressure on their back end infrastructure and carrier partners to deliver. With 1 in 10 deliveries risking failure this Christmas, retailers need to ensure they don’t promise what they can’t deliver or the customers will simply find a competitor who can.”