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South Africa: Brick-and-Mortar Retail in the Doldrums As Shift to Online Accelerates

South Africa: Brick-and-Mortar Retail in the Doldrums As Shift to Online Accelerates
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Brick-and-mortar retail in the doldrums as shift to onl

First published by Daily Maverick 168 weekly newspaper Woolworths group CEO Roy Bagattini offered shareholders and customers a frank mea culpa about the retailer’s online shopping offering that flopped during South Africa’s hard Covid-19 lockdown.   “Our e-commerce was fledgling and, to be candid, we were caught a little short during the Covid-19 pandemic,” said Bagattini in September during Woolworths’ 2020 annual results presentation.  A Woolworths internal survey found that 14% of its customers in South Africa started shopping online for the first time during lockdown. But the company’s online shopping – mostly for food – was a nightmare for customers who avoided frequenting the retailer’s brick-and-mortar stores during the first wave of Covid-19 infections. They had to wait days for online orders to be delivered. The unlucky ones waited weeks for new delivery slots to open. 

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