They do particularly well on the Internet because their customers are used to buying goods without seeing or touching them. They have also developed strong distribution and delivery capabilities that can be utilized by their online customers. E-tailers also face other problems. Customers do not always make retail decisions based on price. They are not only willing to pay more for a familiar brand but they also value the security of being able to see a product at a real store before making a purchase.
Some customers object to buying online because of the lack of human contact.
Others are concerned about a possible loss of privacy or about credit card security. Customer service has also been a persistent problem for e-tailers. Some fail to fully describe their product or to answer predictable questions in advance, thereby turning off the customer. Some retail sites are difficult or confusing to navigate or involve extensive registration forms that customers find intrusive. Sometimes the billing or return procedures of online sellers are unduly complicated.