Friday, October 30, 2015

Holidays: In-Store Pickups Are Not Worth It If It Means Frustration

Here is a Bloomberg post about Holidays free shipping that struck a cord with me. Not all free shipping are the same but the post delved into something more important: in-store pickups. And not all IPSU ate all the same.

I've experienced them before. Going to Best Buy. Wal-Mart. Even Apple stores. And the one thing that makes them a hassle even if you get what you ordered more quickly and free than online shopping is that you still have to wait.

And I'm not talking about a couple of minutes. Tens of minutes. This is especially true for Apple stores. Move here. Line up there. Ten you have to wait until someone is free to help you. 

Just add bad and mentioned in the Bloomberg post is that you have to walk around the store to find out where to go pick up what you need. And most of the time, when you do managed to find someone to help you, they haven't a clue what you're talking about.

So far, Best Buy has the best of the lot because you just go tot he customer service area.

Retailers like Wal-Mart and Target are only starting to match Amazon with free shipping but they have an inherent advantage: brick-and-mortar stores. ISPU is their natural advantage. They need to exploit that against their online-only competitors. And they need to do a much better job at it.


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