Because they are too busy to return items, the British miss out on millions of pounds in refunds.
On Black Friday, an estimated 21 million items will arrive damaged, but nearly half of Britons will skip the ‘hassle’ of returning them.
Because they’re too busy to return faulty items, Britons miss out on millions of pounds in refunds.
According to a survey of 2,000 adults, 48 percent of them haven’t bothered returning items because it’s more trouble than it’s worth.
Adults avoid returning items for a variety of reasons, including being too busy, the cost of returning the item being the same as the cost of purchasing it, and attempting to repair damaged items themselves.
Adults are expected to return just over a third of the defective items that arrive, with product value playing a key role in the decision.
Anything less than £22 is deemed “not worth” the hassle, resulting in more waste and broken items clogging up homes across the country.
“This eye-opening research shows that UK consumers are fed up with being delivered damaged goods,” said Stefano Rossi, Packaging CEO at DS Smith, which commissioned the research ahead of Black Friday, when it is estimated that 21 million items will arrive damaged.
“Fortunately, it’s a simple problem to solve; using the proper packaging is one of the most effective ways to ensure that goods arrive safely.”
“Unfortunately, there’s plenty of evidence that many brands are still not doing this, with a quarter of shoppers frustrated when goods arrive with unnecessary packaging and annoyed when packaging is far larger than necessary.”
Household items like crockery or glassware, clothing, and appliances like toasters, fridges, and kettles were found to be the most likely to arrive in poor condition, according to the study.
Such incidents can have a long-term impact on a shopper’s mindset, with 41% of respondents saying they would be hesitant to shop with a retailer again if they received a broken or damaged item.
Meanwhile, 36% would have negative feelings about the vendor, and one in six would blacklist them and never buy from them again.
Nearly half of those polled say they’ll seek a refund if an item isn’t in good working order, while 34% say they’ll keep their faith and accept a working replacement.
A third of adults plan to shop on Black Friday or Cyber Monday, spending an average of £168, with 55% planning to shop entirely online.
When looking for a bargain, one in six admits to spending more than usual on these dates.
Six of the respondents’ totals were estimated.
The news is summarized on Brinkwire.