Department stores Myer and David Jones are steps behind online competitors, according to consumer watchdog title Choice.
Choice conducted an online shoe shadow shop and found several online competitors blitzed the two giants when it came to speed of delivery, sizing information and free delivery.
Choice head of media Tom Godfrey said the results were surprising.
"It’s incredible to think that a pair of shoes ordered from the UK can
arrive on your doorstep in two days, twice as fast as the same pair of
shoes ordered locally through David Jones."
Choice compared ASOS, David Jones, Myer, Rebel Sport, Stringers,
Styletread, The Iconic and Wiggle on overall performance
for consumers when ordering shoes.
The retailers were compared on: delivery cost, promised delivery, actual
delivery, free return, ease of the returns process, and whether they
offered convenient services like a delivery without signature option,
live chat, toll-free number, sizing information, customer reviews, video
of product and zoomable product images.
“When it comes to speed of delivery Styletread and The Iconic were
strides ahead," Godfrey said. "Styletread delivered the selected footwear in less than
24 hours while the pair from The Iconic arrived the next day. Both also
offer free delivery.”
“Our shopper chose shoes using information provided by each site or,
where there was no information provided, using her own shoes as a guide.
Of the shoes ordered, only the sports shoes and those from The Iconic
fit properly. The others were too small or too big.
“If the shoe fits it will most likely be after you have ordered and
returned a number of sizes. David Jones, Myer, Rebel and Stringers did
not offer consumers the ability to access sizing information.
“When it comes to buying shoes online, look for a retailer that offers free delivery and free returns and shop around.
“The superior performance by online retailers once again demonstrates
why consumers should shop around to get the best deal. High-end fashion
launches don’t necessarily translate into first class service at the
best price.
“With 75 per cent of online shopping in Australia still done via local sites,
our findings show if local retailers want to maintain this significant
market share they’ll need to match the services offered by international
providers,” Godfrey said.