Why Some People Still Prefer Shopping in Stores Over Online

A Real Customer Experience

One buyer recently shared a frustrating experience when purchasing a large refrigerator online. The item arrived damaged, and the return process turned into a stressful ordeal. The customer had to arrange their own transport to send it back to the warehouse and was still waiting for a refund after more than a month. Despite the lower price online, the buyer concluded: (Don’t buy ... even if the price is cheaper than the store, don’t buy ... I’ve experienced it myself.)

This case highlights why some shoppers still choose brick-and-mortar stores.

1. Assurance of Inspecting Products in Person

When buying big-ticket items like appliances, customers want to see and test the product before committing. In a store, they can check for defects, confirm sizes, and feel confident about the quality—reducing the risk of post-purchase disappointment.

2. Avoiding Return and Refund Hassles

Returns for large items bought online can be complicated, requiring extra logistics and long waiting periods for refunds. In contrast, in-store purchases allow immediate problem resolution—replacements or refunds can often be done on the spot.

3. Instant Gratification

Physical stores provide instant satisfaction—customers can take home their purchase immediately, without worrying about shipping delays or potential damage during delivery.

4. Personal Service and Guidance

Store staff can offer tailored advice, answer product questions, and help customers compare models—something online descriptions and reviews can’t always provide.

5. Trust and Peace of Mind

Shopping in-store builds confidence. Customers can engage directly with staff, verify product quality, and avoid the uncertainty of online returns or delivery mishaps.