Retailers Struggle With Buy Online, Pick Up in Store
Retailers this holiday season have been aggressively trumpeting “click-and-collect” shopping, a relatively new hybrid of digital and old-school buying that allows time-starved customers to place an order online and pick it up within hours at a counter in a store. But so far, many shoppers are finding it to be a big headache. Fully 60 percent of such orders placed on Cyber Monday ran into problems, one study found. The wrong items were received or orders were cancelled because the product was no longer in stock. Sometimes there was no notification an order was ready.