Short description
According to the uShip report, retailers have yet to solve the problem of delivering oversized cargo in their own, such as sofas, mattresses and running simulators. The study showed that 21% of adult Americans who bought such a large item last year received it with damage after delivery, and 15% said that this item was not delivered at all. After the purchase, 16% of buyers had to look for transport for an oversized product.
Calling them "dissatisfied customers" is an understatement, as another 11% said they were battling customer support services so that the delivery process would at least begin; another 11% reported that they spent the whole day shipping their large goods; 15% said they missed work while waiting for delivery; and 13% reported the forced acceptance of the goods due to an extremely complex return process. The effect of sales is predictable: 28% said they do not dare to buy more oversized goods on the Internet because of the uncertainty of delivery.
According to the counter research of SeaRates specialists and the related RoadRates.com project , which provides an online logistics platform for trucking, this problem can be completely solved. It is stated that 28% will be satisfied with proactive updates about the status of their sending, and should not themselves track them; 24% would like more choice about how their goods are delivered, for example, the choice of the type of truck; and 19% said that this process will be improved due to the fact that the oversized item is delivered directly to them at home.
Deep understanding
In the era of retailers on Amazon, customers expect that their online purchases will be fast, and shipping is free. But when it comes to oversized items, it's not so easy - even for Amazon.
Until recently, large carriers do not need large loads. UPS and FedEx deliver goods weighing up to 150 pounds to residential addresses for a very long time, but UPS recently announced a $ 150 surcharge for shipping oversized goods, Reuters reports. An additional fee is also charged when UPS receives a package with incorrectly labeled dimensions. In the meantime, Amazon has attracted small businesses with "too little experience in logistics" to transport packages of the so-called "last mile" of delivery.
The Radial survey showed that 60% of respondents expected free shipping, as well as the lowest possible price. Only 23.5% were willing to pay up to US $ 10 for shipping. A study conducted by Deloitte showed that buyers are more interested in free shipping than fast delivery for an additional fee.
"There is no such thing as"free shipping." It's just about who pays, "- said Alex Shatunov in the report.
The RoadRates study says that e-commerce companies can compete in logistics with Amazon and other large retailers when delivering oversized goods. For example, the online furniture and household goods market with a total volume of $ 19.2 billion is "one of the fastest growing segments of e-retail" and will reach $ 42 billion by the next year, the report said. This is a special opportunity for small e-commerce companies, while the category of mattresses is considered maturing for companies such as Casper (Walmart also updated its e-commerce section on its website and almost doubled the range of home products.)
Amazon has not yet solved the problem of delivering oversized products, said Amine Leben, a digital marketing specialist for RoadRates. "While Amazon is constantly pushing logistics, they only dominate the delivery of a standard size. In a historically complex game with large games there is still no clear winner, "he said.
Factors that can affect damage during transportation of large items include an inaccurate delivery schedule (and as a consequence - the emergence of a rush), the type of packaging, the type of machine and the lack of insurance, as well as the cost of transportation itself, RoadRates said.
