Why Are More Australians Returning to Brick and Mortar Stores?

Australian shoppers are flocking back to traditional bricks and mortar stores compared to online, but retailers are failing to capitalise on this resurgence. The latest data for 2018 from a Monash University research quarterly survey of Australian shoppers shows 65% of shoppers prefer using bricks and mortar stores most of the time, compared to 18%of Australians preferring to shop online. Despite this new attraction to traditional shopping, retailers are not maximising their in-store experience. What are your thoughts LiveTribers? Why are more Australians returning to brick and mortar stores?

Posted by on 21 Nov 2022

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    It easier to get advice from staff negotiate discounts and make warranty claims/ return items.

    Posted by ryan on 22 Mar 2023

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    People and life are getting back to normal after the craziness of the pandemic, all the lockdowns, curfews and restrictions. People want to get back to how life was before the pandemic. I like to go shopping in store as I can browse and look at the whole store. I end up buying more when I am in the store. I pick up things that have been reduced, such as books, stationary and clothes for all the family.

    Posted by tassiegirl on 26 Jan 2023

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    I think people are losing trust in online shopping.

    Posted by SnakeTC on 11 Jan 2023

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    Rainbow Flamingo

    I prefer going in to a store because too often the product you receive online doesn't always match the quality of the photo portrayed as the product.

    Posted by Rainbow Flamingo on 21 Dec 2022

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    I much prefer brick & mortar stores where I can see and feel what I am purchasing and can make sure it fits. Dislike online and having hard times returning an item or ending up throwing it out as it's just not fit for purpose.

    Posted by CILLY0 on 06 Dec 2022

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    I've always been bricks and mortar. We like to pick our own food out. Quite often you see workers going through the store getting shopping parcels together to be delivered to customers and they just grab the first thing on the shelf without checking expiry dates. It's important to me to get things fresh with long expiry on them.

    Posted by vlee on 05 Dec 2022

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    a few reasons, to get out of the house and to see and feel what yo are buying

    Posted by michael on 05 Dec 2022

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    Lady Kezza

    I think it is bc you can see and feel what it is you are buying before you spend your hard earned cssh on it.. It is too easy to be fooled by deceptive ads,wording and photos on the internet.

    Posted by Lady Kezza on 05 Dec 2022

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    It seems logical to return to a physical store as online stores fail to deliver on certain shopping aspects. In store you can actually try on an article of clothing and feel the texture of the material, see the style on your own body and find something which you like. Not always possible online. Some online articles could involve excessive delivery fees. The cost of returning online items if unsuitable for whatever reason is quite expensive. Shopping instore also helps the shopkeepers maintain their bricks and mortar stores.

    Posted by petron on 05 Dec 2022

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    Overall I prefer in store as it provides instant gratification (and many things I want to actually pick out for myself.) However, way too many things I need can only be bought on line, as they are not sold here. Also, as the Post Orifice has increased their delivery time delay to a ludicrous degree, in store is best if you actually need it. Lost too many items to the post orifice (deliberate spelling) and they actually admitted recently that they had listed an item as "unable to deliver" without making any attempt. Only reason I got the item was the shipper raised 37 kinds of h**l becaus ethey would have to replace an expensive shipment.

    Posted by John on 02 Dec 2022

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    You get immediate gratification from buying in a store as compared to online, as the latter requires delivery lead time.

    Posted by Paul on 02 Dec 2022

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    Why not? One can see exactly what one is purchasing and not pay postage.

    Posted by Spiderwoman on 02 Dec 2022

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    For me, it's about trust. I like to touch things, i like the experience of shopping. In uncertain times, people will choose nostalgia and familiar experiences, so physical stores will become preferred and Australia Post will wonder why they didn't foresee their profits dwindling.

    Posted by Mikayla on 02 Dec 2022

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    Physical stores can and should be entertainment experiences. And you just can't get that online. Online is functional. It has its place, but cannot replace touching actual product

    Posted by Miro on 02 Dec 2022

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    Over the years, I've had a lot of problems with items bought online, and either I can't get back to the seller/s to rectify the situation or it's extremely difficult and time consuming to rectify. I now buy only one thing online and that's my dog's very expensive flea treatment.

    Posted by Sue on 02 Dec 2022

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    I personally prefer shopping instore because you get to really appreciate whether or not the item is of good quality by touch. Online shopping is a hassle lately because it just seems to take an extra long time for goods to be posted to you, unless you have opted for the more expensive Express Post option. However, even Express Post can't guarantee next day delivery these days, so why bother when you can buy it and possess the item immediately. All we need now is some training done in shops about what is good service.

    Posted by Lee1 on 29 Nov 2022

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    A logical reason for returning to actual stores is the fact we are gradually returning to life as it existed prior to Covid lockdowns. It is impossible to purchase some items online due to the exorbitant delivery fees involved. As someone else mentioned, clothing purchased online can be a hit and miss affair with so many differing clothing sizes. Purchasing in store alleviates this problem. We also have the constant threat of online spammers trying to steal our money or identity. As someone who likes to pay cash when possible, well that cant happen online.

    Posted by petron on 29 Nov 2022

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    Offline shopping is a no-brainer to me. I don't like the idea of fragile goods getting damaged during delivery, or even stolen. Plus I always need to try on clothes before finding things that fit well. And a bonus at the shops is that you find clearance bargains sometimes. In-person help from sales staff can be amazing too, especially for things like whitegoods. There is nothing like that online.

    Posted by Suzanne on 29 Nov 2022

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    A lot of smaller stores closed down during the pandemic. The ones that have survived cannot compete with the prices online or in the larger stores.

    Posted by sundays7 on 29 Nov 2022

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    Approximately 75c of every $1 is spent in a bricks & mortar shop (Ayden Australia 2022 Retail Report). Online sales are certainly a growing sector (thanks, COVID) but it seems many of us prefer to touch and feel what we're going to buy, me included. And I like to shop locally whenever I can, otherwise, all that will be left are mega-stores and online shopping.

    Posted by Bellxchat on 29 Nov 2022

  • [2] [0]

    I prefer to shop in store. Much better to see what you're getting before you buy. Also saves the risk of having deliveries go missing.

    Posted by kendallx3 on 25 Nov 2022

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    I prefer physical shops. I can walk around and see, touch, feel, smell and see the products in actuality.

    Posted by Anthony on 25 Nov 2022

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    I prefer to walk around and look at everything a shop has to offer. I also feel confident that I won’t be part of some scam.

    Posted by Heather on 25 Nov 2022

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    I want to get out and about and interact with other people. I want people to be able to shop locally and support the people and the jobs in their communities.

    Posted by Sandrag on 25 Nov 2022

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    I think after the years we have been impacted by covid there has been a huge push to shop local and support local, particularly in this upcoming Christmas period. Nobody wants to see shops in their town close and empty.

    Posted by Olivia on 25 Nov 2022

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    Think sometimes you want to see the foods and just get out and about

    Posted by Turbotom on 25 Nov 2022

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    I'm not surprised more people are returning to bricks and mortar stores. I like to try things on and make sure they fit, suit me etc. Who hasn't picked something off a rack and tried it on, only to find something that looked good on the hanger just doesn't suit? And, sizes vary so much! Not only with different brands but also within brands. There are a few things I would buy online but as postage costs increase I prefer traditional shops.

    Posted by sandra on 25 Nov 2022

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    Need to see and feel the product, or try it on.... and sometimes shipping takes up to two weeks!

    Posted by genhur on 25 Nov 2022

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    I think that people want to see the products that they are buying. It is not always easy to know what you are going to get when you shop online because products can look very different in pictures to how they look when they arrive.

    Posted by merryl on 25 Nov 2022

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    Some goods are best selected by seeing, touching and trying. Clothing , furniture and cosmetics to name a few. The online experience is ok if you know exactly what you desire and can obtain reasonable freight rates. Shopping locally always assists the village and reduces the outrageous greed of the digital billionaires!!

    Posted by mact on 23 Nov 2022

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    Since restrictions have lifted people want to get back out into the community and physically purchase there products and I think brick and korter stores need the traffic through there shops

    Posted by Troy on 23 Nov 2022

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    I never shop on line. I prefer to see in person and to touch a product before I purchase it and then I can also bring it straight home not waiting for a delivery I have to pay to receive in many cases. I do agree with ere however, that customer service really needs to be improved but also I have seen many customers talking on their phone and practically using hand signals to tell the cashier or service member what they want. Just as rude. I think an injection of good manners needs to be for all parties.

    Posted by coaster on 23 Nov 2022

  • [1] [1]

    I don't believe they are. From my experience, I'm shopping less in brick & mortar stores. The few times I do it's because the B&M store matches or beats the online prices. For me to return to B&M stores they'll have to vastly improve the team member's customer service skills and manners. I'm sick of rude team members, team members who believe that talking to a friend is more important and serving a customer interferes with them talking on their phone. Customer service in Australia would have to rank amongst the worst in the world.

    Posted by ere on 21 Nov 2022

  • [0] [1]

    I prefer to shop instore, and have to agree that service from any Retail, Hospitality or any kind of staff is terrible...I'm really surprised that many people still have their jobs to be honest.

    Posted by Gandalf1 on 25 Nov 2022

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    I much prefer to shop instore, as you can actually see what you are purchasing. On line purchasing does not allow one to see the real product, so can be deceptive, and also return of product is difficult. With so many scams about, I am very wary, and will not expose my personal details on the net.

    Posted by fisherman on 02 Dec 2022

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