Consumers residing in remote and rural areas in the UK have been increasingly abandoning online purchases due to high delivery charges, or upon discovering that companies would not deliver to them at all, according to a new research from Consumer Futures.
As part of efforts to boost online shopping in such areas, some of the UK’s major retailers and parcel delivery firms have been called by UK government to find ways to make the online delivery charges clear to ensure that shoppers in remote and rural areas don’t miss out the benefit of online purchases.
UK Consumer Minister Jo Swinson said the latest research shows that people living in certain parts of the UK aren’t always getting a good deal.
"For them, internet shopping is a real lifeline to get the goods they want to buy," Swinson said.
"When they are facing excessive delivery charges, or worse, companies refusing to deliver in the first place, they are unfairly losing out."
About 32% of online shoppers living on islands had been assured free delivery only for it to be terminated when the online retailer was notified of the delivery location.
In addition, 62% of residents on islands stopped their online purchase prior to completion, while 46% had no longer shopped with that retailer.
Consumer Futures director Adam Scorer said the research shows that online shoppers are being put off by hidden or excessive delivery charges or just refusal to deliver to them.
"Consumers should be entitled to clear information about delivery options and charges early on in the online shopping process," Scorer said.
"As things stand, consumers are losing out on the value and convenience of online shopping and for businesses this means a clear disadvantage in expanding the reach of their products and services.
"eRetailers and parcel delivery companies should offer cost-effective delivery services right across the UK.
"We would be pleased to work with them to identify solutions to the challenges they face – to make this process work for both consumers and businesses."
