'Don't goof up my meat:' Unwanted substitutions deter online grocery shoppers | Canada News Media
Connect with us

Business

‘Don’t goof up my meat:’ Unwanted substitutions deter online grocery shoppers

Published

 on

Anjali Rego doesn’t mind some online grocery order substitutions. Swap out regular tomatoes for cherry tomatoes? No problem.

But other changes irk her. Switch regular meat for a plant-based substitute? No way.

“I don’t mind if you give me a different kind of tomato. But don’t goof up my meat,” says the Mississauga, Ont., resident.

“And if I order one per cent milk, don’t give me two per cent.”

Online grocery orders surged during the pandemic as Canadians heeded public health warnings to limit outings. As stores quickly ramped up online grocery and delivery services, shoppers largely tolerated odd product substitutions and mishaps.

But consumers are becoming increasingly impatient with online grocer order errors, experts say.

Stores that don’t improve online grocery blunders could lose sales — especially as supply chain snarls and a sixth wave of COVID-19 could see the need for substitutions rise, they say.

“In online grocery, customer experience is all about how you fulfil the order,” says Frank Kouretas, chief product officer at Orckestra.

Get it wrong and new customers may avoid shopping for groceries online again, while veteran online food shoppers may switch stores, he says.

“From a customer’s perspective, it’s hard to understand why a store got it wrong,” Kouretas says. “And it’s easy to get it wrong without the right technology in place.”

Orckestra, an e-commerce solutions provider from MDF Commerce Inc. based in Longueuil, Que., has developed a technical solution to address the problem of grocery substitutions.

“Substitutions are unique to grocery,” Kouretas says. “Sports Experts won’t substitute my (Nike) Air Force 1’s for Adidas — they either have them in stock or they don’t.

“But in grocery you have volatile inventory and substitutions happen … this is why you hear horror stories about substitutions.”

Tales of online grocery order substitutions have taken on near-urban legend status: Ground beef instead of tofu, candles instead of light bulbs, flour instead of gluten free baking mix, multiple heads of Napa cabbage instead of baby bok choy.

Others involve mixed up quantities, such as 10 kilograms of bananas rather than 10 bananas, or more mundane but nevertheless irritating swaps like fresh oregano instead of fresh cilantro.

“The decision on how to substitute is complex and highly personal to each customer,” Srini Venkatesan, executive vice-president of Walmart Global Tech, said in a blog post last June.

Take a store that’s run out of cherry yogurt, for example. Whether to choose another fruit flavour, like strawberry or blueberry, or opt instead for plain or a different brand altogether is not a simple choice and can vary from customer to customer.

“There are nearly 100 different factors that can go into that decision,” Venkatesan says in his blog post. “Trying to account for all of these would not only be too difficult, but it would also be incredibly time consuming.

“If the wrong choice is made, it can negatively impact customer satisfaction and increase costs.”

Most stores allow customers to choose whether or not to allow substitutions. But the default is usually set to allow substitutions and changing it can be cumbersome.

Stores refund an item if a customer is not satisfied with a substitution, but the hassle of requesting the refund for customers and the loss of a potential sale for stores makes it a lose-lose solution.

The situation has prompted some retailers to turn to technology and artificial intelligence to help personal shoppers, sometimes called packers or pickers, make the right choice for customers and eliminate the guesswork

Orckestra, for example, has developed what Kouretas calls an “order picking application.”

“It provides the right feedback to make sure that the person picking the orders doesn’t make mistakes,” he says.

Technology can improve both online grocery order substitutions and customer satisfaction, especially when it’s tailored to the retailer, Kouretas says.

Orckestra works with big grocers like IGA and Aldi, a German discount supermarket chain, to improve their online grocery ordering and picking system.

Kouretas says employee training is also critical.

“I can’t stress enough the importance of training,” he says. “Having trained employees who know the store, who know the products and who understand how to substitute products will improve outcomes.”

This report by The Canadian Press was first published April 24, 2022.

Companies in this story: (TSX:MDF)

 

Source link

Continue Reading

Business

Roots sees room for expansion in activewear, reports $5.2M Q2 loss and sales drop

Published

 on

 

TORONTO – Roots Corp. may have built its brand on all things comfy and cosy, but its CEO says activewear is now “really becoming a core part” of the brand.

The category, which at Roots spans leggings, tracksuits, sports bras and bike shorts, has seen such sustained double-digit growth that Meghan Roach plans to make it a key part of the business’ future.

“It’s an area … you will see us continue to expand upon,” she told analysts on a Friday call.

The Toronto-based retailer’s push into activewear has taken shape over many years and included several turns as the official designer and supplier of Team Canada’s Olympic uniform.

But consumers have had plenty of choice when it comes to workout gear and other apparel suited to their sporting needs. On top of the slew of athletic brands like Nike and Adidas, shoppers have also gravitated toward Lululemon Athletica Inc., Alo and Vuori, ramping up competition in the activewear category.

Roach feels Roots’ toehold in the category stems from the fit, feel and following its merchandise has cultivated.

“Our product really resonates with (shoppers) because you can wear it through multiple different use cases and occasions,” she said.

“We’ve been seeing customers come back again and again for some of these core products in our activewear collection.”

Her remarks came the same day as Roots revealed it lost $5.2 million in its latest quarter compared with a loss of $5.3 million in the same quarter last year.

The company said the second-quarter loss amounted to 13 cents per diluted share for the quarter ended Aug. 3, the same as a year earlier.

In presenting the results, Roach reminded analysts that the first half of the year is usually “seasonally small,” representing just 30 per cent of the company’s annual sales.

Sales for the second quarter totalled $47.7 million, down from $49.4 million in the same quarter last year.

The move lower came as direct-to-consumer sales amounted to $36.4 million, down from $37.1 million a year earlier, as comparable sales edged down 0.2 per cent.

The numbers reflect the fact that Roots continued to grapple with inventory challenges in the company’s Cooper fleece line that first cropped up in its previous quarter.

Roots recently began to use artificial intelligence to assist with daily inventory replenishments and said more tools helping with allocation will go live in the next quarter.

Beyond that time period, the company intends to keep exploring AI and renovate more of its stores.

It will also re-evaluate its design ranks.

Roots announced Friday that chief product officer Karuna Scheinfeld has stepped down.

Rather than fill the role, the company plans to hire senior level design talent with international experience in the outdoor and activewear sectors who will take on tasks previously done by the chief product officer.

This report by The Canadian Press was first published Sept. 13, 2024.

Companies in this story: (TSX:ROOT)

The Canadian Press. All rights reserved.

Source link

Continue Reading

Business

Talks on today over HandyDART strike affecting vulnerable people in Metro Vancouver

Published

 on

 

VANCOUVER – Mediated talks between the union representing HandyDART workers in Metro Vancouver and its employer, Transdev, are set to resume today as a strike that has stopped most services drags into a second week.

No timeline has been set for the length of the negotiations, but Joe McCann, president of the Amalgamated Transit Union Local 1724, says they are willing to stay there as long as it takes, even if talks drag on all night.

About 600 employees of the door-to-door transit service for people unable to navigate the conventional transit system have been on strike since last Tuesday, pausing service for all but essential medical trips.

Hundreds of drivers rallied outside TransLink’s head office earlier this week, calling for the transportation provider to intervene in the dispute with Transdev, which was contracted to oversee HandyDART service.

Transdev said earlier this week that it will provide a reply to the union’s latest proposal on Thursday.

A statement from the company said it “strongly believes” that their employees deserve fair wages, and that a fair contract “must balance the needs of their employees, clients and taxpayers.”

This report by The Canadian Press was first published Sept. 12, 2024.

The Canadian Press. All rights reserved.

Source link

Continue Reading

Business

Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

Published

 on

 

MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

The Canadian Press. All rights reserved.

Source link

Continue Reading

Trending

Exit mobile version