Shoppers believe retailers can’t cope with the rush of Black Friday and Cyber Monday

Will you be grabbing a bargain on Black Friday?

New research released from online review platform Trustpilot shows that 43 per cent of consumers don’t think online retailers can cope with the huge amount of orders requested on Black Friday and Cyber Monday.

One in four (24 per cent) of the shoppers surveyed say customer service goes downhill on Black Friday and Cyber Monday.

In 2015 the percentage of negative reviews doubled on Black Friday.

Many of those looking to grab a bargain have decided to take a more vigilant approach when tackling the day, 52 per cent plan on doing more research around the items they want to purchase to avoid unreliable retailers.

A whopping 78 per cent of people said they would be more inclined to shop at a company they trust and one that has good customer feedback.

James Westlake, UK country manager of Trustpilot, said: “Black Friday and Cyber Monday present a great opportunity for retailers with UK shoppers predicted to spend £5bn during Black Friday alone. However, with many potential quick wins up for grabs, it’s often all too easy for retailers to forget about delivering quality customer service in line with the increase in demand.

“It’s important therefore to prioritise your customers by making sure customer service is up to scratch and that business are proactively collecting their feedback, addressing any issues as they occur and looking out for any potential patterns in complaints that are arising.”

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