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Study: Luxury shoppers have high expectations


Denver - 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. According to a new study of 1,000 women who earn more than $75,000 annually by luxury retail packing and shipping solution provider Wrap & Send, 65% spend more than $100 at a physical retail store per month and 57% often purchase items in a physical store and have the store ship it to them.

The survey also found that:

  • 93% of respondents feel that it is very important for a store to offer free returns.

  • 76% state that package presentation is an important feature when receiving a purchase shipped to them.

  • 38% 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% think that it is important to choose their type of free delivery services such as ground, two-day or overnight shipping.

"Luxury retail consumers are getting more and more with their purchases, free shipping, free returns and a beautiful product presentation,” said Mike Jamali, president of Wrap & Send Services. “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. Product presentation and expert delivery are the last areas for high-end retail stores to convey the full customer experience. Also, as the omnichannel 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."

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