Consumers find holiday return experience inconvenient

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Consumers find holiday return experience inconvenient

By Dan Berthiaume - 01/21/2019

Consumers in the U.S. are big on returning holiday gifts, but they aren’t always happy about the experience.

The study of over 2,000 adult shoppers conducted Dec. 24-29, 2018 by click-and-collect platform Doddle finds 30% of respondents say making holiday returns is inconvenient. More than half (56%) of those polled say e-commerce retailers like Amazon offer a better delivery and returns experience than traditional brick-and-mortar retailers.

Whether or not consumers are satisfied with their holiday returns experience, they are making them in large numbers. More than eight in 10 (83%) of respondents have returned a holiday gift at least once. Almost two in 10 (18%) return holiday gifts frequently.

When asked what the primary method was for making their product returns, 39% of respondents said that they do so by taking the item back to a brick-and-mortar shop. In addition, 34% said they dropped the good off at carrier — such as FedEx or UPS — location, while 31% said they bring the item to a local post office or drop it in a mailbox.

“In retail today — especially during the holiday season — every customer is important, so delivering a subpar experience anywhere in the customer journey can have extremely negative consequences,” said Tim Robinson, CEO of Doddle. “Returns are a key part in maintaining customer loyalty, so more needs to be done by retailers to improve their returns processes.”

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