Retail Frustrations Grow as Shoppers Face Sparse Shelves, Long Lines, and Locked Displays

Consumers are increasingly frustrated with the in-store shopping experience, citing issues like staff shortages, locked merchandise displays, and long self-checkout lines. Now, a new complaint is emerging, according to The Wall Street Journal—“not enough stuff.”

Why Are Stores Running Low on Inventory?

• Online shopping dominance has led retailers to divert more merchandise to e-commerce fulfillment, leaving physical stores with fewer products.
• Retailers are cutting back on in-store inventory to minimize theft, operational costs, and unsold goods.
• The result? Bare shelves and frustrated customers, despite 75% of shoppers saying they prefer in-store shopping, according to an IBM survey.

Customer Satisfaction Hits New Lows

While most consumers still prefer brick-and-mortar stores, only 9% report being satisfied with the current retail experience. If physical retailers don’t address these concerns, they risk losing even more shoppers to online competitors.

With consumer frustration growing, the future of in-person shopping will likely depend on retailers’ ability to balance inventory, staffing, and convenience.