BRITS miss out on millions of pounds worth of refunds – because they’re too busy to return faulty items.
Research of 2,000 adults revealed 48% haven’t bothered returning items due to it being more hassle than it’s worth.
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Being too busy, it costing as much to return the item as it was to buy it and trying for fix the items were some of the main reasons adults try to avoid sending stuff back.
Of the defective items that arrive, it was estimated adults will return just over a third with the product value playing a key part in the decision.
And anything less than £22 is deemed ‘not worth’ the aggravation – leading to additional waste and broken items cluttering homes across the country.
Stefano Rossi, packaging chief executive, at DS Smith, which commissioned the research ahead of Black Friday where it’s estimated 21million items will arrive damaged, said: “This eye-opening research shows that UK consumers are fed up with being delivered damaged goods.
“Luckily, it is a problem that is easy to fix; one of the most effective ways to ensure goods arrive safely is to use the correct packaging.
“Unfortunately, there’s plenty of evidence that many brands still aren’t doing this, with a quarter of shoppers left frustrated when goods arrive with unnecessary packaging, and annoyed when packaging is far bigger than needed.”
The study found household items such as crockery or glassware, clothing, and appliances such as toasters, fridges and kettles were most likely to arrive in a poor state.
Such experiences can have a lasting effect on a shopper’s mindset with 41% hesitant to shop with a retailer again if they received a broken or damaged item.
While 36% would think negatively of the vendor, and one in six would even blacklist them from ever buying there again.
Nearly half will look for a refund on an item that’s not in good shape, while 34% will keep the faith and opt for a working replacement.
It also emerged that a third of adults plan to shop on Black Friday or Cyber Monday, spending an average of £168 – with 55% buying solely online.
While one in six admit they end up spending more than usual on these dates when hunting for a bargain.
And respondents estimated six of their purchases are likely to arrive not as intended, either faulty or damaged.
Stefano Rossi, Packaging CEO at DS Smith, added: “Of course, as well as risking damaging a product, bad packaging also puts pressure on our environment, the extra emissions used to return these broken items is something that is completely avoidable.
“We pride ourselves on producing sustainable packaging that not only reduces the impact on the environment, but also best protects the goods being delivered.
“Reducing unwanted returns, exchanges and related CO2 emissions benefits consumers, retailers and our planet.”
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