Wrap & Send Services surveyed shoppers on their luxury retail expectations and experiences
Today, Wrap & Send Services, a luxury retail packing and shipping solution, announced a study revealing that consumers who shop at higher-end department stores and boutiques expect impeccable presentation whether purchases are made in-store or delivered to them, free shipping and returns, and locator services.
"Luxury retail consumers are getting more and more with their purchases - free shipping, free returns and a beautiful product presentation. This has lead customers to expect these services from all high-end retail stores. When a store doesn't live up to the set level of expectations, the customer feels under-appreciated compared to the store that offers these services," said Mike Jamali, President of Wrap & Send Services. "Product presentation and expert delivery are the last areas for high-end retail stores to convey the full customer experience. Also, as the omni-channel trend expands through this market, we are seeing a larger demand from customers to have the store locate sizes/colors at other stores and have those items shipped to them."
Wrap & Send conducted a survey of 1,000 women who make more than $75,000 annually on what they expect during a luxury retail shopping experience. Out of these women, 65 percent spend more than $100 at a physical retail store per month and 57 percent often purchase items in a physical store and have the store ship it to them.
The survey also found that:
-- 93 percent of respondents feel that it is very important for a store to
offer free returns.
-- 76 percent state that package presentation is an important feature when
receiving a purchase shipped to them.
-- 38 percent feel that the most important shopping feature is the ability
to locate sizes and colors at other locations and have it shipped to
them.
-- 77 percent think that it is important to choose their type of free
delivery services such as ground, two-day or overnight shipping.
