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Delivery disruption driving click and collect surge, as retail bosses urge people to stick to shops


With further Royal Mail industrial action planned on Friday [23 December] and Christmas Eve, consumers are being urged to collect in store and avoid delivery delays.

Many retailers, including Asos, H&M and JD Sports, have received complaints over missing and delayed deliveries as private carriers struggle under the increased demand.

The British Independent Retailers Association’s chairman Andrew Goodacre, advised: “If customers want certainty on Christmas orders, best to order online and collect in store.”

High street giant M&S has already reported a 10% increased in click and collect orders compared to last year, which equates to around two million extra customers.

While, British book retailer Waterstones has witnessed its customers swapping online shopping and home delivery for visiting a local branch.

James Daunt, Waterstone chief executive, told the BBC that purchasing books in person is the best option.

“If people want to be certain of getting deliveries in time for Christmas, they need to go into stores. That’s definitely the advice we’re giving,” he said.

As Waterstones have over 300 stores across the country, he admitted they are in a better position that retailers who don’t have a strong bricks-and-mortar presence.

“I know it’s easy for us to say go into shops, as we’re a national retailer. It’s the independent retailers all over the country who will be suffering the most from this. I feel desperately sorry for them.

“For national retailers, it’s more swings and roundabouts. What we lose online, we make in stores.”

Another national retailer John Lewis bucked the collection trend by announcing an extension to final delivery dates. Next-day deliveries will be available for shoppers until 4pm on 22 December. While, customers will be able to use click and collect until midday on 23 December with orders available for collection from more than 360 John Lewis and Waitrose branches on Christmas Eve.

Today [21 December] is the final cut off for many etailers, with Boohoo, Cath Kidson and Very all stressing that for orders to arrive by Christmas they must be placed today.

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