The Chicago Tribune ran laboratory tests on groceries purchased online and ran a long story about high bacteria counts, insect infestations, poultry that was beyond its expiration date, and prepared food that didn't live up to its advertising. News reports abound of customers who don't trust money-back offers if the food disappoints. Strive to be efficient. Meeting multiple, sometimes conflicting, needs costs money. Supermarkets are already becoming more efficient, a trend that is likely to increase in response to competition from Wal-Mart as a grocer.
Supermarkets stock twice as many products as e-grocers.
This is a big advantage if they pick efficiently Efficiency includes the wise use of technology. Bashas sent its customers their shopping histories with personalized letters. It used its system to offer meal planning tips, with recipes and ingredients lists. Many e-tailers build personal shopping lists for customers, so they can start with a list of what they buy most often. Many companies outsource the design and maintenance of their Web sites, but not transportation if they home deliver.