Customer Contact

The rise of online shopping has been nothing short of phenomenal. In fact, research by IMRG Capgemini has revealed that £133 billion was spent online with UK retailers in 2016. Its growth has largely been attributed to its core value proposition of convenience appealing to the vast majority of consumers.

With online shopping becoming an essential for many consumers, there have been elements of retailer’s online deliveries that have been scrutinised. One of the major criticisms has been the amount of unnecessary packaging they use to deliver their online orders. Signified by figures showing that 40% of online shoppers are alarmingly being sent deliveries with packaging that is too big for what they ordered. Consequently, creating an extra one million metric tonnes of waste every year. wanted to find out how consumers really felt about how their online orders are packaged and delivered. surveyed 892 consumers who make a purchase online for delivery at least once a month.

  • 72% of consumers believe retailers use too much delivery packaging for online orders
  • 66% of consumers have received an online order where the delivery packaging was much bigger than the actual item(s) size on more than one occasion over the past year
  • 62% of consumers would perceive a retailer more positively if they made a conscious effort to not overuse packaging and protective materials for online orders
  • 58% of consumers felt excessive packaging made it noticeably difficult for them to open their online order on more than one occasion over the past year
  • 54% of consumers think retailers unnecessarily overuse protective packaging materials (bubble wrap, plastic air pillows, foam peanuts etc) for online orders
  • 46% of consumers felt the delivery packaging of online orders was not easy to dispose of on more than one occasion over the past year
  • 10% of consumers believe retailers use too little packaging for online orders

Bobby (26) from London said: “I tend to order a lot online. It saves me a lot of time compared to going into shops and I get to do it from the comfort of my own home, which is always a bonus. I generally purchase clothes, shoes, books and video games online. Considering these items are usually small, it baffles me when some of them arrive in large boxes. On occasions, the delivery box has been three times the actual size of the item I ordered. It’s a bit frustrating as it’s just an unnecessary waste. I am sure retailers could make more of an effort to use appropriately sized boxes, without compromising the compatibility of packages”

Tomas Zalatoris, CEO of commented: “With online shopping positioned at the forefront of the retail landscape, retailers can certainly make more of an effort to minimise the use of unnecessary delivery packaging for online orders. Retailers who take the initiative to use the appropriate amount of delivery packaging and protective materials for their online orders – will not only improve their reputation, but help reduce the adverse environmental effects of excessive packaging waste.

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