The most recent survey conducted this year by TNS Poland for Trusted Shops shows that one-fifth of Poles have come across excessive delivery costs when shopping online. Majority of respondents, however, indicate that free shipping could encourage them to shop online more frequently.
Almost half of all respondents have experienced various difficulties when shopping online. Most (21%) indicated excessive delivery costs. 16% declared that a store failed to meet its declared delivery time and shipped the order after the arranged time. There were also cases when a store mistakenly shipped out the wrong order and the buyer received the wrong product, which was indicated by one in ten respondents.
9% mentioned that a store failed to respond or did not respond in time to their inquiries. The same number of respondents received goods damaged in transport.
“Many of the respondents received their orders late. Such practice is illegal. The delivery time presented on the website is binding for the seller. If the seller fails to specify the delivery time or arrange it with the buyer, the seller must deliver the order within 30 days of the date on which the agreement is concluded. For products subject to the right to withdraw from the agreement, a consumer who does not receive the goods within the arranged time may file a statement of withdrawal from the agreement and demand a refund” – comments Marcin Jędrzejak, Legal Expert at Trusted Shops.
The regulations are different when it comes to purchases of goods excluded from the right to withdraw from the agreement.
“When it comes to goods excluded from the right to withdraw from the agreement (e.g. personalised products), the consumer is not entitled to withdraw from the agreement before receiving the order. In such cases, in accordance with art. 543 (1) of the Civil Code, if the consumer does not receive the ordered goods within the arranged time, the consumer shall remind the seller of the order and set a reasonable additional time for delivery. If the seller does not deliver the ordered goods within this additional time, the consumer is entitled to terminate the agreement with immediate effect and demand a refund. However, if the delivery time is important to the consumer and the seller has been informed of this fact, the consumer does not have to agree to extend the delivery time and may immediately demand a refund. In reality, this is a common situation when it comes to orders for Christmas presents or family celebrations” – adds Marcin Jędrzejak.
What will it take to convince Poles to shop online more often?
Factors which could potentially convince Poles to shop online more often are associated with costs. The most frequent response concerns free shipping and handling (46%). Almost 40% of respondents would also appreciate discounts and rebate codes for subsequent orders.
The buyers also want an online store to be secure. One-third (32%) like to have a money-back guarantee.
Poles shopping online would also appreciate shorter delivery times (22%). 15% of the respondents would like a time for withdrawing from the agreement longer than the statutory 14 days. One in ten respondents would shop more often if e-stores had polite and professional service.
The TNS Poland survey “Online Shopping in Poland” was conducted in April 2016 on a representative sample of 1015 Poles aged 15 and up. The survey was based on CAPI methodology.
Suource: Trusted Shops