Impatient shoppers have failed to pick up around £228 million worth of products at click-and-collect sites over the past year, blaming long wait times or poorly-staffed collection points.

Research by Barclaycard found that more than seven in 10 people now use click and collect when making online purchases. However, 15 per cent of people are buying goods but not collecting them.

Shoppers now use click and collect around twice a month but a third said collecting was a "hassle" and it was easier to sort a refund before re-ordering for home delivery.

Customers can use Click and Collect service to pick up items ordered online
Customers can use Click and Collect service to pick up items ordered online

About 25 per cent of shoppers said the wait times at collection points were too long, while another 25 per cent said the areas are poorly staffed.

Kirsty Morris, director at Barclaycard Payment Solutions, said: "Click & Collect is a win-win for both retailers and consumers.

"Brands have the opportunity to not only increase the number of shoppers through their doors but also to reduce costs and returns, while generating revenue from 'Click & Collectors' purchasing additional items in-store.

"Enhancing the Click & Collect experience is a potentially lucrative way for retailers to ward off the unprecedented challenges of the high street and bridge the gap between online and in-store shopping."

With the high street struggling, 72 per cent of retailers said they see click and collect as a viable solution to driving shoppers back into stores.

Around 89 per cent said footfall has increased since offering the service, but there is agreement more needs to be done, and companies should be creative.

Sports retailer Decathlon agreed, and revealed it is testing a new way for shoppers to collect goods by creating a microclimate in its Surrey Quays store with Barclaycard.

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The microclimate will allow shoppers to try out their hiking products in conditions more like a windy mountainside, rather than a warm shopping centre.

Christian Baggaley, head of operations at Decathlon UK, said he wants to "further encourage shoppers into our stores so they can experience everything it has to offer".

He added: "We have seen a real increase in the number of shoppers opting to use Click & Collect since 2017 and are constantly looking at ways to make the overall shopping experience better for our customers."