Brits fail to pick up £228m of click-and-collect orders

Click & Connect Barclaycard DecathlonImage 1

British shoppers fail to pick up £228m of click-and-collect orders every year, new research has revealed.

Data from Barclaycard, which processes almost half of the UK’s debit and credit card transactions, found that 71% of Brits now use click and collect when ordering online, with nine in 10 retailers highlighting it as their fastest-growing delivery option.

But 30% of customers who failed to pick up orders said they opted not to do so because of the “hassle” involved when collecting their parcels in-store. They instead prefer to wait for a refund and re-order goods for home delivery.

Other reasons cited by shoppers for not picking up click and collect orders included long wait times, poorly staffed collection points, struggling to find the click and collect desk and having to pay for the service.

Subscription content

Please sign in now if you have a subscription or are already registered with us.

Retail Week

Register for free to continue reading provides premium, in-depth intelligence that helps retailers judge risks, spot opportunities and identify what they need to do to win in the digital economy.

Register today for a taste of our high-quality intelligence and enjoy:

  • Two free article views per calendar month on
  • Detailed analysis of current trends and events 
  • Exclusive newsletters
  • In-depth reports, videos, interviews and much more

During December, registered users can access 24 free articles in our advent calendar - find it here or on the homepage.

Discover Retail Week register now

Please note, if you have recently purchased a subscription, it may take a few minutes before your account is updated.