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Philfing

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Philfing in the news

‘PHIlFING’ a major INTERNET problem - and it’s driving us mad

‘Purposely hiding what I’m looking for’ the newly identified practice by underhand website owners who hide extra charges for delivery, credit cards, baggage and insurance.

Britain is becoming a nation of angry online shoppers with 93 per cent getting annoyed with sneaky website tactics, according to new research issued today (Tuesday 21st May 2007).

A recent survey of more than 2,400 web users, commissioned by http://www.morecomputers.com, found hidden delivery charges to be the most annoying with 64 per cent saying it makes them not buy - and business buyers get just as hacked off as consumers.

Hot on the heals of ‘Wilfing’ ’What was I looking for’ the aimless surfing syndrome that over two thirds (69 per cent*) of the UK’s 33.7 million internet users admit to. ‘Philfing’ is the name given to the increasingly popular practice of ‘purposely hiding what I’m looking for’ - holding back the real cost of ‘extras’ until the last minute.

Brian Trevaskiss, Operations Manager at MoreComputers.com, said: “Shopping online is without doubt quick and convenient. However this growing trend of ‘Philfing’ is so annoying for consumers that they abandon their baskets at ‘Philfers’ sites and shop elsewhere”.

The research reveals things like so-called ‘free delivery’ that turn out to require an extra purchase or spending over a certain amount - and surcharges for paying by credit card frustrate consumers immensely.

The online shopping comparison sites are finding it increasingly difficult to maintain a level playing field when listing prices.

"We carefully monitor merchants for any signs of illegitimate or miss-leading behaviour," states Justin Sedgmond, Merchant Relations Director for PriceGrabber.co.uk. "When we are made aware of any suspicious activity, we verify the problem and take appropriate action from there. We will contact the merchant, and solve the problem to make sure our customers are protected."

According to the MoreComputers.com research, online shoppers also find poor stock information, the lack of contact telephone numbers and the use of 0870 telephone numbers very annoying.

Brian Trevaskiss, of MoreComputers.com, added: “We’ve always avoided ‘Philfing’, we believe our customers are smart enough to see through the scams. One thing we have changed, as a result of the survey, is our 0870 contact number back to our standard geographical 0114 number. Even though we didn’t make money from phone calls the perception was we did. People use sites like saynoto0870 to find the geographical number they are looking for, so it makes sense not to hide them. Our customers can now use their inclusive minutes and not think we’re ripping them off”.

Ends

Notes to editors

For further examples of ‘Philfing’ and to download images: Go to http://www.philfing.info we’re asking people to post comments giving examples of Philfing. Some of the comments posted already are:

  • Sites that make no mention of a delivery fee - until you get to the shopping basket
  • Shopping sites that say delivery is free then charge for 'packaging and handling'
  • Sites that don't make any mention of a credit card surcharge then take an extra 2% at the submit order stage
  • Budget airlines that charge extra for checking in your luggage
  • Train ticket sites that charge extra for ticket insurance
  • The classic - no indication if prices include VAT. When you get to the check out you find out they don't.
  • Free delivery that turns out to be only free when you buy more than one item
  • Credit card handling charges that state £2 - then turn out to be £2 per person, per flight - so three people flying costs an extra £12
  • Sites that advertise free delivery - but then it's only when you spend over a certain amount. If there's a catch tell me before the basket check out.
Other survey facts
A summary of the MoreComputers.com online shopping survey can be found here:
http://www.philfing.info

About MoreComputers.com
It all started 15 years ago when we set out to provide technology products in a simple, painless way. Since then our founders Chris Wheater and Simon Lewington believe they have created a company that does just that and provides a reliable, trustworthy service with no hidden charges. Our customers seem to agree, that's why on the various shopping websites that compare companies like ours, customers have rated us one of the best in the UK.

MoreComputers.com was awarded six out of six overall and was highly commended for its performance in the recent PC Pro best online retailer awards, the UK's biggest survey of online retailers. In April 2006 the online shopping comparison site PriceRunner named MoreComputers.com its retailer of the year. We consistently received the highest ratings out of all the online computer stores to win the award.

More about MoreComputers.com http://www.morecomputers.co.uk/about.asp

More from PriceGrabber
PriceGrabber.co.uk has a team of customer service representatives who constantly monitor all merchants on the site to ensure that our consumers are provided with the best possible comparison shopping experience. If a merchant states that its delivery cost is 'free' to the consumer, we expect the delivery cost will be 'free'.

"PriceGrabber.co.uk's consumers are very vocal and loyal to our brand. Our merchants are carefully monitored for any signs of illegitimate or miss-leading behaviour," states Justin Sedgmond, Merchant Relations Director for PriceGrabber.co.uk. "When we are made aware of any suspicious activity, we verify the problem and take appropriate action from there." If at any time the company is notified that a particular merchant listed on the site has not shipped the item according to the terms listed on our site, we will contact the merchant, and solve the problem to make sure our customers are protected.

*Source YouGov survey for MoneySupermarket.com

For more information contact
Brian Trevaskiss via our feedback form