UK: Too Many Online Shopping Orders, Martha Department Stores Heavily Parcels Late Service

Due to too many orders, two weeks ago, Marks & Spencer We have to postpone the delivery and cancel the service for the following day. Disappointed buyers have been complaining about the delay in delivery on social media. Martha stores admitted that Black Friday After the big promotion, the distribution center established by the company in May last two years in the city of Fort Don and Leicestershire failed to deal with surging orders in a timely manner and was forced to postpone delivery.

Other retailers are also not optimistic. Last week, Tesco buyers complained about the late delivery of black Friday.

According to the report, there are many customer complaints on the Facebook homepage of Martha's department store. One buyer complained that the items purchased two weeks ago were delayed for a week. The buyer wrote: "other businesses can cope with the surge in shopping day orders, only Martha can not, it is garbage service!" another buyer also because the order was delayed for a week delivery and depressed: "Martha's service needs to be improved, otherwise I have to carefully consider whether to buy your products."

Online shopping Monday is the busiest day of sales this year, according to data from Experian and the online retail industry association IMRG. Many shopping websites will have 151 million visitors and sales are expected to reach 676 million pounds.

James Miller of Experian said: "with the rapid development of express industry and click picking service, people will change their traditional shopping habits."

With the popularity of online shopping, other retailers' online sales are also growing rapidly. But since Martha took control of the website from Amazon in February, consumers began to lose.

Martha department store has established the most advanced distribution center by the end of this year. Distribution Centre It will be able to handle one million deliveries per day. But there are reports that there are many problems in the high-tech technology of the 900000 square foot distribution center. Previously, the company denied this, but by the end of September, marksandspencer.com's online sales had fallen by 6% in 6 months. In early November, nearly 5 million of buyers registered on the website, a decrease of 1 million over last month.

Buyers found that since Martha's website was independent of Amazon, buyers need to re register and reenter data. According to sources, the sales volume of Martha declined again this quarter due to the problem of distribution center, but the company hopes to be flat with last year.

Martha said that the company has resumed the delivery service on the next day, but the distribution to the warehouse takes at least two days, while standard distribution generally takes 3-5 days, or even up to 10 days. The distribution of some special goods has not been affected, such as wine and flowers that can not be handled by the center.

A spokesman for Martha said: "customers are always the number one, so we have been upgrading our distribution services. Most orders can be delivered on time. If we miss the delivery date, we will try our best to compensate the customers.

Martha plans to invest 1 billion to improve the aging IT and distribution system, some of which are used to establish new distribution centers to ensure the correct storage of goods and to handle the rising demand for home delivery services. Initially, Martha hoped to reduce costs by using three distribution centers, a significant decline in quantity compared with more than 50 warehouses last year. But earlier this year, they gave up building a new facility.