What Puts You off Buying Online?

LOnline Bathroomware on 26/11/2015 - 10:55

Hi everyone,

I'm curious to know what motivates or demotivates people to purchase their goods online.

I personally love a good looking site that is responsive and easy to use, along with low pricing of course.

I ask this question as I run an online bathroom supplies store and would love some feedback to see what you look for when buying online.

If you have any feedback for our store, and could share your honest opinion of whether we're up to scratch for your theoretical purchase, it would be very much appreciated.

If you have any thoughts or opinions on the matter I look forward to you sharing.

Cheers,
Daniel | Online Manager
Online Bathroomware

Home & Garden

Comments

  • djones145 on 26/11/2015 - 10:58
    +2

    well with bathroom ware, I like to look at the product, like at how it feels (see the size, quality colour etc) and also what it looks like in settings (like in bunnings, can try different combo's etc)

    • ozhunter on 26/11/2015 - 11:08

      ^This

      Also sometimes things don't look like the picture and aren't as easy to return quickly and waiting for shipping times.

      Bathroomwares are permanent fixtures that are going to last a while, I'd very much like to see it in person first.

    • Online Bathroomware on 26/11/2015 - 11:38

      Would you go into a retail showroom and check the items out, and then proceed to buy online?

      I personally will purchase from a retailer if they offer exceptional service, even if their price offering isn't as enticing as those find online.

      Do you have any thoughts as to how we can offer a portion of the retail experience online?

      • scrimshaw on 26/11/2015 - 12:17
        +1

        Hey, I used to work in retail with homewares, artworks and furniture. Much of the time people would prefer to come to the shop and take a look at the product in person, mainly because it's hard to get a sense of size just looking crappy 800 x 600 pixel photo

        and second is colour accuracy, since digital images when viewed on a normal TFT display usually lose some colour information, what might look like sea-green on a photo might actually be blue in real life.

        The 3rd reason is that they want to get a salesperson's opinion. Especially with designer stuff, decoration and artworks. Not everyone is a professional at interior design and they might want a visual merchandiser to help them select their stuff.

        The 4th reason? Sometimes they want to take it home and see if it works, and if it doesn't they expect to be able to bring it back to the store for exchange and a refund. I would not personally buy furniture from Kogan for example, because I know they operate out of a office and a warehouse and don't have a physical retail storefront, which makes it difficult to return an item.

  • rompastompa on 26/11/2015 - 11:07

    You're in the wrong place if you think we are put off by buying online.

    Though, to think of a couple of examples:

    Warranty returns (shipping large items are always costly, you never know 100% that the manufacturer is going to honour the warranty.)
    Shipping (cost, time frame, goods being delivered unattended - personally live in a safe area for unattended drop offs but don't mind picking goods up from local depot. An option would be great)
    Price (needs to better than the retailers usual sales)
    Product quality (images can be deceiving, if it's your own brand you can't check quality at a brick and mortar store first)
    Presentation (Website needs to be easy to use, without errors, dodginess, all contact information including ABN present. Good contact with clients)

    That's all I've got for now..

    • Online Bathroomware on 26/11/2015 - 11:36

      Oh I know that's definitely not the case :)

      The question is to determine what needs to be catered too in order to overcome the objection of buying online.

      As djones145 and ozhunter mentioned above, the in person element with bathroom wares makes our particular business a little more difficult to cater too.

      If you're happy to do so, do you mind sharing your thoughts on our store?

      There are a bunch of things I'm aware of that needs to be done, but your feedback will be appreciated.

    • Tejas57 on 26/11/2015 - 14:14

      my no 1 problem is delivery. getting tracking info (which can be a massive ordeal in itself), seeing it's "on board with courier driver" than sitting and waiting, too afrid to even go to the bathroom at some points because thats when it will arrive.

      • Online Bathroomware on 03/12/2015 - 09:47

        We have our deliveries as default authority to leave so people don't need to feel that way about missing the delivery or having to go somewhere to collect it. I know that feeling of frustration all too well, especially with Australia Post not even coming to the door when you're home. It's infuriating!

  • CyberMurning on 26/11/2015 - 11:54

    not relevant for you but for me i hate when it arrives and size is too big or too small.

  • dasher86 on 26/11/2015 - 12:00

    Returns process.
    I like to be able to return products easily and freely.
    Change of mind returns (this includes purchasing items that don't fit etc)
    are easier to complete in store without penalty.

    • Online Bathroomware on 26/11/2015 - 12:07

      I can definitely relate with this.

      This is why I've chosen not to charge a restocking fee, but have instead opted to ask that customers cover the return delivery charge.

      Being that our suppliers will charge us restocking fees, the pressure is there to do so. However, we all make mistakes in our selections and I don't want to be the one responsible for making things more difficult for people in these situations.

      • ozhunter on 26/11/2015 - 12:27

        I know you can't just pay for the return delivery fee but the off chance the customer has to pay for return shipping isn't really worth the risk of buying bathroom ware online.

      • [Deactivated] on 26/11/2015 - 12:29
        +1

        1) T&C
        Have you got something in place for people who like to abuse the system
        - post back empty boxes or
        - return damaged products or
        - the parcel went 'missing'?

        2) Video/instructions
        We bought our homewares from Ikea and there were lots of videos for idiots like us by other customers installing the products so we knew how to do it. The pictures become frustrating after a while.

        3) Good luck with your business Daniel :)
        Your website looks really clean and simple. I like it.

        • Online Bathroomware on 26/11/2015 - 13:05
          +2

          1) In regards to our returns policy, we issue the refund after the goods have been received.

          You've given food for thought on the matter though as we will definitely need to review the extent of the terms as people could kick up a stink if they feel like they're being ripped off for goods in damaged condition, etc.

          I've updated our returns policy with an extra bit of information for the time being to reflect this.

          2) This is something I would love to get involved in. Especially as I know it's a valuable resource to have instructional information available.

          3) Thank you for the kind words. There is still a great deal to be done in terms of information offered, however I feel the function over form is sufficient for the time being. People can always ask us questions through live chat, social media, or email until the information is all available.

        • [Deactivated] on 26/11/2015 - 13:26

          @Online Bathroomware:

          4) sorry if you say it online, I'm on my phone, do you offer an installation option fee? We came THIS close to paying someone from ikea to install our bookcase.
          We ended up bribing a neighbour with cake but you get my drift.

        • Online Bathroomware on 26/11/2015 - 13:32

          @Beethoven: In many instances people purchase with the intent of having it installed in a renovation, rather than to replace it themselves. Due to this we've not pursued this as an offering as the difficulty in referring people to local installers is that we cannot vouch for the quality of their work. Especially so as we offer our products nationwide.

          It would be a fantastic offer, and is another thing for the drawing board. Thank you for your feedback :)

        • [Deactivated] on 26/11/2015 - 13:38

          @Online Bathroomware:

          Best of luck :)

  • Natt on 26/11/2015 - 14:39

    Having to register to make a purchase. I prefer to use PayPal preferably , less typing and chance of entering text incorrectly. Guest checkout is the next option.

    If it somewhere I will use again, then I register. Or if I really have to, although if another store has the same item/price then I will choose that over the more fussy site.

    • Online Bathroomware on 26/11/2015 - 14:44

      Do you feel it's okay to have phone numbers as a mandatory requirement when placing an order?

      The reason I've made it mandatory on our store is people have make mistakes when entering their email, so I'd have no other means of contacting them without it.

      For those not aware, you can also enter your information through PayPal checkout without having a PayPal account. This can be useful if your account is in the negative, locked, or you don't trust the stores payment gateway.

      • Natt on 26/11/2015 - 15:08
        +1

        Phone number is fine.

        I have seen DOB being asked, sometimes even as a compulsory field. That I hate. I lie, but some oldies might complete it. Such a security issue :(

        I also like a confirmation page after the order. Something minimal that I can screenshot.

        I also quite like reconfirming my email address, as an error check. But a lot of people don't.

  • Hellfire on 26/11/2015 - 14:49

    I recently went through a bathroom reno and did consider your company. Some of the things about your website that annoyed me:

    • Can't browse by Range*. Have to select each item then by range. This was difficult to find out if you carried an entire range (you didn't) and get the prices. *OK, you can do this but it isn't very obvious.

    • Can't add to cart from the listing pages. Have to go into each item. This is very time consuming.

    • You automatically put my into the cart after I click add to cart. This is annoying and time consuming to go back each time.

    The reasons why I didn't buy from you were:

    • You weren't the cheapest. I can't be bothered trying to go through your price guarantee.
    • It was going to be a hassle to return something and potentially expensive.
    • No phone number or address = No trust
    • Online Bathroomware on 26/11/2015 - 15:55
      +1

      Thank you for letting me know your issues, it's really helpful to know these things.

      • As an example of what we're working towards in our design aspect is to be of a similar layout to www.rugandhome.com.
        Their listing structure is fantastic and although it's not currently how our site works, it is in development and should be up before the end of the year.
        Out of curiosity which range were you after? Did you happen to contact us to enquire if we did?

      • Adding to cart from a listing page isn't as easy as it should be unfortunately. With our ecommerce platform (Shopify) they're quite particular in how they operate. As such it's not a standard feature and has been a troublesome one to implement effectively without stuffing up selection of sizes and finishes.

      • I've just changed the add to cart option to offer checkout or view cart instead of automatically opening the cart page. To view another item you simply need to make a selection through another link.

      • In relation to our price guarantee, we capture payment less the difference and the bonus 5% from the order. This also means we don't take the funds from your account if we don't have the item in stock, or if we need to cancel an order we can void it without money changing hands.

      • Unfortunately returns are difficult thing to deal with, and not something we've had issues with so haven't defined our terms to suit just yet.

      • We're working on getting a contact number, and will also be listing our address soon to go with it :) EDIT: In the interim we can be contacted on 07 3555 7377.

      Thank you for your feedback. It really is appreciated!

      • Lostatsea12 on 27/11/2015 - 08:23

        Daniel,

        If you don't like shopify already then get out of it and go to one you do like there are plenty available. The businesses I advise all are on Big Commerce at the moment as it has plenty of add ons so you can usually get what you want, competitive and at least it started in Aus. I have previously used Volusion (mainly smaller companies) and Shopify (customer had it already).

        I have been involved in moving a few businesses from one to the next - very complicated, lots of mapping etc.

        If you hate it now, odds on you will despise it in 6 months, and guaranteed your customers already do (you already know you lost one sale)

        Just some thoughts.

        *I have no affiliation with any platform mentioned.

        • Online Bathroomware on 27/11/2015 - 09:45

          I appreciate your input :)

          We actually like Shopify, it's just coming to grips with nuances of the platform. We initially trialled BigCommerce, however it wasn't suitable for our needs as we will eventually love to offer selection showrooms and Shopify will help us achieve that in a more scalable fashion.

          I'm of the hope that once we've shifted to the development site being live and have our phone number listed we should see some more confidence from our visitors.

      • Third_Gear on 02/12/2015 - 12:38

        Telecube for a cheap 1300 number. Can redirect it to multiple numbers and also handle voicemail etc.

        • Online Bathroomware on 02/12/2015 - 12:49

          Thanks for the suggestion. We've actually listed our temporary number until we do go with a 1300 number.

    • Online Bathroomware on 30/11/2015 - 14:05

      @Hellfire: Hi, do you mind checking the store again and sharing your thoughts on the progress made?

      Next step is to individualise the products so the sizes and colours are separate listings for easier addition to cart from the collection pages.

  • bradsmrbetty on 27/11/2015 - 08:43

    When it is on ##SALE## I.e a $2 item such a computer cable and the shipping is $15
    They're online saving stores that I avoid buying things from for this reason.

    • Online Bathroomware on 27/11/2015 - 09:54

      I do too. I feel delivery is a very tricky portion of a business to deal with.

      In regards to free delivery, it's a bit like personal income tax and distribution of wealth in that someone who pays for more goods will be charged more because they're buying and absorbing more of the offset markup which helps cover those only purchasing a single or low value item.

  • Online Bathroomware on 02/12/2015 - 09:44

    Thanks for your input goods. I've actioned a view changes and will hopefully be the go to destination for our industry soon enough :)

    If you do need anything make sure to let me know you found us from this forum thread and I'll make sure to give you an awesome deal!

    Cheers,
    Daniel

  • strikerzebra on 02/12/2015 - 13:36

    Why I don't buy online

    1. The seller or website does not look trustworthy
    2. They don't accept paypal
    3. Shipping is too expensive
    4. The items are too expensive
    5. The website looks unprofessional
    6. There may not be a good description of the item
    7. Photos of the product look dodgy so the product may not be authentic
    8. Shipping times are slow

    That's my list off the top of my head

    • Online Bathroomware on 02/12/2015 - 14:28

      Thanks for the input.

      Would you happen to have any thoughts on our store?

      We're lacking product descriptions for items at the moment, however do you feel our store is suitable for the products we offer?

      • strikerzebra on 02/12/2015 - 16:55

        I had a brief look and it looks simple, clean and easy to use but I have never bought bathroom supplies online so may not be the best person to ask, one small thing that could be amended is when you go to the checkout the promo code field just says discount, maybe write Discount Code instead of just Discount?

        Thanks

        • Online Bathroomware on 03/12/2015 - 09:50

          I would love if I had this as an option, however for security compliance purposes the checkout cannot be modified with Shopify unless you're forking out $1500 per month for their service. We can't justify that outlay with the low margin on our product as there really isn't much in bathroom goods like there is in clothing, etc.

          Thanks for the comment :)

        • strikerzebra on 03/12/2015 - 10:31

          @Online Bathroomware:

          I guess it isn't a major issue, so how much do you currently pay for shopify at the moment as I've always been interested in open a online shop of some sort.

        • Online Bathroomware on 03/12/2015 - 11:06

          @strikerzebra: We're currently paying $99USD per month. If you're happy to forgo abandoned checkout option the $29USD plan is sufficient to start with. If you'll need real time carrier shipping as an option you can have this added for an additional $20USD per month. This is a necessity for most shipping apps if you're not just using Australia Post for your deliveries.

        • strikerzebra on 03/12/2015 - 11:10

          @Online Bathroomware:

          Is abandoned checkout option when someone has an item in their checkout and they don't complete the order, then an email is sent to them saying they haven't finished checking out etc..

          Can I send you a few questions in regards to setting up an online store as you've clearly done it and are doing quite well?

        • Online Bathroomware on 03/12/2015 - 12:49
          +1

          @strikerzebra: Yes it is.

          You're more than welcome to do so :)

        • strikerzebra on 03/12/2015 - 12:56

          @Online Bathroomware:

          Cheers, will send you through a few questions

  • babylon on 04/12/2015 - 00:22

    Having to go through the checkout page and fill in address and payment information before being allowed to see the shipping options and prices. I like lists - preferably in an easily accessible FAQ page or menu - showing estimated prices and delivery times for various sizes of orders otherwise I feel less interested in shopping there.

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