More than half (59%) of millennials say that they have stopped shopping with a retailer thanks to a poor returns experience. This compared to 46% overall.
The latest research into the returns experience, commissioned by returns management platform ReBound, has found that while British consumers are returning more goods than ever before over a third (35%) claim that retailers do not make this process easy for them.
The number of millennials stopping shopping with a retailer because of a poor experience is also twice that of older shoppers aged 65+.
Millennial returns are on the up with two-fifths (42%) of millennials saying that they return more goods now than they did two years ago. However half (50%) said that they didn’t feel that retailers invest enough in their returns policies overall.
Overall, 90% of people say returns is important in their shopping decisions while 49% say it is very important. However, 35% don’t think retailers are doing enough to make returns easy.
One of the biggest complaints was lack of communications with one in ten (9%) saying that they received no communication about their returns at all.
Respondents also complained about a lack of options with 62% saying that they would use a courier service to return something if it was available to them
“It’s clear that the role of returns in the shopping journey has never been more important, particularly for millennial consumers, yet retailers continue to ignore it,” said Graham Best, ReBOUND CEO.
“It’s essential that retailers take a long look at their services and iron out their customers’ returns pain points. Some elements like better communication are easily fixed but to really turn the dial, retailers need to give their returns lifecycle a full review and make it a boardroom priority,” he said.
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