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France: more than half of online consumers encounter issues with delivery

Thursday 5 April 2012 | 02:37 PM CET

91 percent of French consumers have made online purchases in 2011, although more than half consumers have encountered issues with delivery.

According to the French polling organization Institut français d’opinion publique (IFOP), 27 percent of shoppers asked for a refund at least once in 2011 because of delivery hassles.

The study has indicated that 13 percent of shoppers have never received at least one online purchase in 2011; 15 percent have received broken or damaged goods while 18 percent of consumers have received an incorrect item. Moreover, 7 percent of consumers received items they did not order.

According to the findings of the study, 14 percent of respondents have mentioned that retailers do not meet the delivery times promised while 18 percent of consumers have replied that e-commerce websites do not inform them of changes in delivery—such as delayed deliveries.

Online customers are also unhappy with delivery cost. 55 percent of French consumers have indicated that cost of delivery is an impediment when it comes to shopping online (with 54 percent saying in response to a separate question that they are generally unhappy about delivery costs). 13 percent of consumers have mentioned some inconveniences with delivery including delays in receiving goods and retailers not making clear that goods ordered are out of stock. 21 percent of consumers feel they are not clearly informed of delivery charges.

Furthermore, 20 percent of French consumers involved in the study have stated that they are dissatisfied with the customer service they receive when they call about delivery issues; 20 percent of customers are dissatisfied with the lack of information about the date of delivery or delivery tracking while 21 percent of customers complain that web retailers are not flexible with delivery times.

When it comes to the reasons that determine customers to shop online, 44 percent of shoppers have mentioned economy (motivated by the ease and efficiency of online purchasing and the ability to compare prices easily and find the best deal).

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