Despite a Surge in Popularity, Online Channel Remains Flawed

* The inability to speak with a customer service representative at an online store was the second most cited frustration with online shopping (23 percent), followed by learning that items are back-ordered or out of stock after they’re in the cart (19 percent), Web site malfunctions during the payment process (14 percent), unclear return policies (8 percent), unclear shipping information (6 percent), and not receiving an acknowledgment after the order has been placed (6 percent);