eCommerce

In a study of the returns and refunds performance of the 25 largest online retailers, StellaService found that the majority of retailers evaluated aren’t meeting consumer expectations.

StellaService analysts ordered the same product from each retailer to be delivered to the three separate regions of East, West and Midwest. They then returned the product, tracking metrics such as the presence of a prepaid, adhesive return label, total time to receive a return authorization and refund speed. The average refund speed of was 10.7 days.

Anna’s Linens has elevated company president Scott Gladstone to CEO. The home furnishings and home décor retailer was founded by Alan Gladstone, and now has more than 300 stores throughout 19 states.

“Scott has spent the last eight years at Anna’s bringing innovation and business improvements to many different areas of the company. I am proud of what we have done together and have absolute confidence that he is the person who can lead us in writing the next chapter of Anna’s history,” said Alan Gladstone.

When it comes to meeting consumer expectations, the stakes for retailers have never been higher. Digital age consumers are more discerning, have high expectations for the quality of product information and use technology in a variety of ways to make educated purchasing decisions. They use search engines to get more information about a product or brand. They comparison-shop online. They visit manufacturers’ websites. They read online endorsements, reviews and recommendations.

Overstock said that it’s still adjusting to changes Google made to its search engine algorithms, which reduced the online retailer’s ranking in some search results during some periods. As a result, the company has had to emphasize other marketing channels, such as sponsored search.

Although sponsored search has generated revenue growth for the company, Overstock said that the move also incurs higher associated marketing expenses as a percentage of revenue than it had to pay prior to Google making its changes.

As part of its digital strategy, Hudson’s Bay Company has created HBC Digital and appointed Michael Burgess as the newly created group’s president. Burgess will report to the office of the chairman.

HBC Digital will drive the digital commerce and marketing strategy and execution across all channels, in partnership with each of the company’s business units: Saks Fifth Avenue, Lord & Taylor, Hudson’s Bay and HBC Outlets.

Amazon.com may have achieved record fourth-quarter sales of $25.6 billion, but its top line was well below what analysts expected and so were profits.

The company’s sales increased 20% to $25.6 billion during the fourth quarter ended Dec. 31, compared to $21.3 billion the prior year. Analysts had forecast sales of slightly more than $26 billion. Meanwhile, Amazon said it earned profits of $239 million, or 51 cents a share, well ahead of prior year figures of $97 million and 21 cents a share, but substantially below the 74 cents analysts were expecting.

Less than two months after Sam’s Club named a new president and CEO, two of the warehouse club’s top executives are scheduled to weigh in on its digital direction at an event in late February.

The retail and consumer packaged goods industry fared poorly in a recent global ranking of corporate sustainability leaders with the handful of standouts being Coca-Cola, Johnson & Johnson, Staples and Campbell Soup Company.

The ranking of 100 companies compiled by Corporate Knights, a media, research and investment advisory company, included only17 U.S. companies and only two retailers. Sweden’s H&M was ranked 64th and Staples was ranked 72nd.