Comment by carlosjobim

There are many one man online businesses with very smooth and user friendly customer experience. Does every business have to be as smooth as Amazon? No. But that's not an argument for giving up completely.

Not the gp, but from my own experience: some business use out-of-the-box online shop software that is not very good. I wouldn't say "most" but, if you're buying some particular niche products, it becomes true. Slow pages, abysmal usability... one pet peeve is that they offer a brand filter in the left column with checkboxes. I want to select three brands and, every time I tick the checkbox, the page is reloaded. Reloading is painfully slow, so I need one minute to get to the search. If I want to do several searches, it's too much time.

Also, at least in Spain, some delivery companies are awful. I have a package delivered to a convenience store right now. They refuse to give it to me because I have no delivery key. The courier didn't send it to me. I try to get assistance in their web... and they ask me the key that I want them to give me. Nice, huh?

I asked for a refund to the shop. They have ghosted me in the chat, their return form doesn't work. Their email addresses are no-reply. The contact form doesn't work either. Now I need to wait until Monday to phone them.

I know the shop is legit. They're just woefully incompetent and don't know they are or think that's the way things work.

For cheap and not too expensive products, Amazon just works. No "but I went to your house and there was nobody there" bullshit. No questions return policy.

It's just an example, and it holds true even if it's reductive. If businesses made just 5% of the effort with their online experience as they do with their physical stores or social media campaigning, then they would see massive returns on effort.