Purpose: This study was conducted to determine problems reported by consumers when receiving products ordered online, and the subsequent actions taken by the vendor.
Methods: A nationally representative sample of 951 US adults completed a Web-based survey. Within the prior year, all respondents had purchased or received gifts of perishable meat, fish, and/or seafood products ordered from online vendors and were delivered using common carriers.
Results: Only 6% of consumers who recalled seeing contact information on company websites (53.3%) contacted the company to report a problem with their order. Most common problems included: the order did not arrive at scheduled time, order was incorrect, and recipient was unhappy with the products (16.7%). A common action taken by the company was to replace the unsatisfactory items (46.7%). Four percent of consumers believed the delivered items were not cold enough for safe consumption. Only 21.2% used a thermometer to test the temperature. Other methods used to determine the safe temperature of the products included visual inspection (51.5%), touching the items (45.5%), and/or smelling the product (30.3%). Most consumers kept the items they believed were not cold enough and placed them into the refrigerator/freezer (63.6%). Only 18% contacted the company or returned products.
Significance: Consumers place themselves at risk by not checking temperatures of products upon delivery. Findings suggest consumers believe they have encountered few problems with ordering and receiving perishable products from online companies.