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Retailers under fire: Delivery complaints surge, damaging reputations and sales. With customer frustration on the rise, retailers are finding themselves at the mercy of poor delivery practices, suffering negative reviews and reputational damage due to late or missing deliveries. The NSW Office of Fair Trading received 6103 complaints about delayed or missing retail orders last year, an increase from 4380 in 2022, and 3780 the previous year. Other states and territories are experiencing similar complaint trends.
Jack Amies, cofounder and CEO of eDelivery believes it is time for a change. “Retailers are in the business of providing products, not deliveries. Yet they’re being punished for logistical issues that are outside their direct control. Too many retailers are suffering from negative customer reviews as a result of delivery issues. Delivery is now one of the key considerations for shoppers when making buying decisions. Negative reviews not only impact reputation, they also impact sales. Our mission is to provide a solution that makes last-mile delivery seamless and reliable and addresses this pain point for retailers,” Amies said.
“Customer expectations are shifting, and the reality is that once they get a taste for same-day delivery, everything else will feel slow by comparison. Retailers that don’t adopt are at risk of being left behind by those that do.”
Statista reports that the retail delivery market in Australia is set to witness a significant increase in revenue, with projections indicating that it will reach AUD $10.68 billion by the end of 2024. Furthermore, an annual growth rate of 9.80 percent is expected, resulting in a projected market volume of AUD $17.05 billion by 2029.
As customer expectations continue to evolve, the pressure on businesses to meet delivery demands is intensifying. The rise in delivery complaints not only highlights the challenges of the logistics landscape but also underscores a critical shift in consumer behavior. Delivery is no longer just a service; it has become a defining factor in the customer experience. For SMEs, this means that failing to address issues around delays, lost packages, and poor communication can lead to more than just a few dissatisfied customers—it can significantly impact reputation, trust, and ultimately, sales.
With the retail delivery market projected to grow substantially in the coming years, businesses that fail to adapt to these changing expectations risk falling behind. As the competition increases and consumer demands for faster, more reliable delivery grow, it will be essential for companies across sectors to invest in robust delivery practices and seamless customer communication. Addressing delivery complaints proactively and effectively will be key to protecting brand reputations and maintaining customer loyalty in an increasingly competitive market.
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