Customers are already turning online, in many cases to Amazon, to find things they can't or won't look for in stores. And the problem is being exacerbated by retailers themselves as they boost omnichannel services like click-and-collect, which deplete shelves further and take up staff time.
Customers report many reasons to go to a store rather than online to meet their needs: They want or need something immediately, want to see or try something in person, want to avoid delivery charges or support their local stores, or they just find it easier to shop in person. . . . more