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DS Smith new research shows over 41% of Brits expect to receive damaged items worth £739 million following Black Friday and Cyber Monday sales

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DS Smith new research shows over 41% of Brits expect to receive damaged items worth £739 million following Black Friday and Cyber Monday sales

November 24, 2021 - 04:33
    LONDON, Nov. 24, 2021 (Press Release) -
  • New research shows over two fifths (41%) of Brits expect to receive up to 6 faulty or damaged items following the Black Friday and Cyber Monday sales.
  • Over 21m items1,2will be delivered broken during this period with a total cost of at least £739m1,2.
  • Meaning enough broken packages to fill 1,084 Olympic sized pools will be received this Black Friday – with the total worth equating to 3 billion Freddo’s, 147,800 Birkin handbags or 17,388 Tesla Model 3s.
  • The experience frustrates shoppers who are fed up with the returns process.
  • Leading sustainable packaging supplier, DS Smith, says the financial, emotional, and environmental costs of delivering and then returning broken items can be avoided by using the right packaging.

Nearly three quarters of a billion pounds worth of goods sold to Brits during the 2021 Black Friday period are expected to arrive damaged according to new research from leading sustainable packaging supplier DS Smith.

A third of Brits plan to take advantage of the Black Friday and Cyber Monday sales and of those, two fifths (41%) expect to receive up to 6 faulty or damaged items totalling a value of at least £739m1,2. Indeed, 69% of shoppers have previously received faulty or damaged items after ordering them online.

The experience causes ‘Black Friday Frustration’ with almost half of shoppers (46%) saying that products arriving broken or damaged is the most frustrating consequence of receiving a delivery. And the annoyances with poor packaging don’t stop there: a quarter of shoppers are irritated when goods arrive with unnecessary packaging (24%), and a fifth annoyed when packaging is far bigger than needed (20%).”

DS Smith’s DISCS technology, named after the types of testing (Drop, Impact, Shock, Crush, Shake), replicates the real world product journey to ensure the packaging is fit for purpose. Keeping the product safe while avoiding excess packaging.

Stefano Rossi, Packaging CEO at DS Smith, commented: “This eye-opening research shows that consumers are fed up with being delivered damaged goods. Luckily, there is a solution; one of the most effective ways to ensure goods arrive safely is to use the right packaging.

“In addition to the financial and emotional costs of delivering and then returning broken items, there is an environmental cost. We collaborate closely with our customers to design the optimal packaging every time. Packaging that keeps the product safe, deliver a great unboxing experience and have a small environmental footprint. Reducing preventable returns, exchanges and related carbon emissions benefits consumers, retailers and our planet.”

When it comes to returning an item, the average Brit revealed that anything less than £22 is not worth making the effort to return – creating additional waste as broken items clutter homes across the UK.

Returns also mean losing out on valuable income for brands and retailers as 48% of shoppers prefer to receive a refund as opposed to 34% who ask for a replacement. 41% are hesitant to shop with a brand again if they receive broken goods from them.

The industry can help alleviate customer frustration by supporting brands to create the best packaging that best protects products, and also limits the amount of material used – making it more environmentally friendly.

  • The most common types of items to arrive damaged or broken are household items (37%), clothes (28%), appliances such as kettles and toasters (24%), and entertainment items such as books, video games and DVDs (24%).
  • A quarter of shoppers are frustrated when goods arrive with unnecessary packaging (24%), and a fifth annoyed when packaging is far bigger than needed (20%).”

References:

  1. OnePoll research of 2,000 UK adults. Conducted November 2021.
  2. Based on UK adult population aged 18+ according to Statista.

About DS Smith: 

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. It plays a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials.

Through its purpose of ‘Redefining Packaging for a Changing World’ and its Now and Next sustainability strategy, DS Smith is committed to leading the transition to the circular economy, while delivering more circular solutions for its customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions. Its bespoke box-to-box in 14 days model, design capabilities and innovation strategy sit at the heart of this response.

Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people and is a Strategic Partner of the Ellen MacArthur Foundation. Its history can be traced back to the box-making businesses started in the 1940s by the Smith family.