Consumer Behavior

Big, bulky delivery failures turn consumers off

Photo: Adobe Stock

April 23, 2024

A majority of consumers, 77%, will abandon a retailer after a failed big and bulky product delivery, such as furniture purchases.

That's a top finding from a Package.ai report, "The State of Last-Mile Customer Experience in Home Furnishing Retail,' that polled 1,000-plus consumer opinions.

The report is focused on providing a deeper understanding of customer expectations and the current state of the last-mile customer experience in the home furnishing sector.

Additional insights include:

• 82% agree consumer reviews influence shopping decisions.
• 62% agree they are "unlikely to buy again" when faced with poor communication and slow delivery on repeat purchases.
• Half of consumers see customer service as a key influence on repeat purchases.
• 48% of consumers cite high delivery costs to be the main challenge experienced by consumers.