Consumers find online electronics shopping more satisfying
Consumers looking for flat screen TVs, digital cameras, computers and laptops found online shopping more satisfying than shopping at stores, according to a new survey from Consumer Reports.
“Where most walk-in retailers offer either low prices or wide selection, some online retailers offer both,” Consumer Reports says. “They also offer freedom from a prime irritant of in-store electronics shopping: the pitch for an extended warranty.”
However, most of the consumers responding to the survey still visit a brick-and-mortar store for major electronic purchases, because of the convenience and face-to-face assistance offered by store personnel.
Crutchfield.com and Amazon.com were among the highest-scoring online retailers for electronics—each offering above-average selection, while matching the best walk-in stores for the quality of products they sell, according to the survey. Crutchfield had higher marks for customer service while Amazon had a better score for price.
The magazine also recognized Crutchfield and Amazon for the quality of their sites—including Amazon’s user reviews and Crutchfield’s guide selectors and articles—and their return policies. Crutchfield is No. 89 in the Internet Retailer Top 500 Guide and Amazon No. 1.
Warehouse club Costco.com was among the leaders for price, and often doubles the manufacturer’s warranty, but its site and walk-in stores had limited product selection, according to the survey.
Consumer Reports also recognized JR.com, BuyDig.com, TigerDirect.com and Buy.com as standouts for price and selection. JR.com is No. 97 in the Internet Retailer Top 500 Guide and Buy.com No. 38. TigerDirect.com is one of the web sites of Systemax Inc., which is No. 24 in the Internet Retailer Top 500 Guide.
The survey—based on more than 90,000 purchases made between January 2006 and June 2007—is scheduled to appear in the November issue of the magazine.
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