Better Call Mom Again

Fulfillment issues continue to plague dot-com retailers with as many as one-third of all Mother's Day orders placed online left unfulfilled, according to a Mainspring Communications Inc. and Bain & Co. Inc. report. Customers demand to know whether the product is available and when it will be delivered, and they want instant quotes on taxes, duties and freight costs. Many online retailers are still promising four- to six-week delivery without the ability to determine if an item is in stock, the report says. It warns that as more companies utilize sophisticated supply chain and inventory management software, customers' expectations will continue to rise. The study also notes that grocery shoppers expect narrow delivery windows, based on times that are most convenient to them; book buyers are willing to wait three to five days, or will pay a premium for overnight delivery; and consumer electronics buyers are more willing to pay premiums for express shipment, given the higher value of the product.