Online food shopping has had enormous and in many ways unprecedented growth. Following the global pandemic, which radically transformed people’s everyday shopping habits, more people than ever are buying groceries online.
While the convenience of online food shopping is widely appreciated, it also comes with a fair share of complaints.
Understanding these common issues with supermarkets, grocery delivery apps and take-away platforms can help consumers navigate the online food shopping experience and steer clear of common pitfalls.
The rise of online food shopping
The COVID pandemic led to massive shifts in food shopping habits. Online shopping for groceries has revolutionised the way consumers purchase food and other perishable items.
Beyond supermarket websites, there are now various grocery delivery apps or restaurant delivery platforms. With just a few clicks, people can order fresh produce, pantry staples, and even gourmet dishes delivered straight to their doorstep.
Subscription meal kits have also gained popularity, catering to individuals who want pre-measured ingredients for home-cooked meals.
There is also a push to sustainability, with companies like OddBox allowing people to support local farmers, tackle food waste and buy more seasonable produce.
Common complaints
Online food shopping offers ease, time savings, and access to a broader selection of products. Despite these advantages, customers often voice concerns about their online shopping experiences.
Delayed or missed deliveries
Probably the most common cause for complaints is delays in delivery or orders not arriving at all. Many customers rely on timely deliveries, especially for perishable goods, and unexpected delays can lead to frustration. Factors such as high demand, weather conditions, or logistical issues contribute to these delays.
With take-away deliveries it is a common problem that food ends up being delivered to the wrong address – leaving you hungry and frustrated, especially when the customer support is slow to help or won’t give a refund.
Limited availability and substitution issues
Many online grocery shoppers experience stock shortages, especially during high-demand periods. While many supermarkets will make substitutions, we’ve seen some that beggar beliefs – such as a bag of raw carrots instead of carrot cake!
Unlike physical stores where substitutions can be easily made, some online platforms may cancel orders entirely leaving customers in the lurch.
Poor quality items
Receiving damaged or low-quality items is another major issue. Customers often report getting wilted vegetables, expired products, or missing items in their orders. This can be incredibly frustrating – especially when you may not be able to easily arrange for an exchange or replacement item.
High prices and hidden fees
While online food shopping is convenient, it can sometimes be more expensive than in-store purchases.
Markups on products, service fees, and delivery charges can add up, making the total bill significantly higher than expected. Some platforms also impose surge pricing during peak hours.
Refunds and complaint resolution
When things go wrong, customers expect quick and efficient resolutions. However, when it comes to food shopping, consumers find that getting refunds or replacements is a tedious process.
Because items are perishable, some companies will refuse refunds. Some platforms have slow customer service responses, unclear policies, or require extensive proof of issues, leading to frustration.
Data security concerns
Online shopping requires users to input personal and financial information, raising concerns about data security. Reports of data breaches and fraudulent activities have made some customers hesitant to share their details online.
The fact that you have to share your address with delivery drivers or riders can also raise the issue of safety – such as harassment.
How can you ensure a smooth online food shopping experience?
While online food shopping provides convenience and accessibility, it is not without its drawbacks. It is up to businesses to build customer trust and enhance satisfaction, by improving logistics and customer service, especially simplifying refund policies. As well as ensuring product quality – including better substitutions – there is pressure from customers to offer more transparent pricing and security measures.
For consumers, reading reviews, checking refund policies, and opting for reputable platforms can help minimise any potential issues. You can also take advantage of greater ability to personalise your preferences – actions like opting out of substitutions can help you avoid ending up with something you don’t want and cannot get a refund for.
By being aware of common complaints and solutions, such as delayed deliveries, poor-quality items, and high costs, UK consumers can stay savvy and not end up losing money, time or energy having to chase up a complaint.
If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk.