French DIYers increasingly dissatisfied with online retailers

The French DIY association of manufacturers Inoha has noticed a growing dissatisfaction among customers with the online trade. The share of DIYers who prefer to walk around a stationary DIY store grew to 28 per cent between 2014 and 2019. In these five years, dissatisfaction because of other criteria also grew: 30 per cent criticise the quality of the presentation of products on the Internet, 26 miss the exchange with sales personnel. Most recently, 23 per cent were dissatisfied with delivery conditions. Overall, the association has observed that online sales of the established DIY store operators have grown more strongly than those of the pure players.