Hassle-Free Web Shopping

Is that what it takes to be a satisfied online shopper? The evidence suggests that Americans are growing frustrated with web shopping: We may love the deals, but we've lost patience with up-sell pitches, poor customer service, and shipping costs.

Customer dissatisfaction may be one reason why the growth of e-commerce has slowed: according to analysis firm Jupiter Research, online shopping accounts for just 5.2% of U.S. retail spending, up from 4.1% in 2005.

That's why, with the holiday season approaching, SmartMoney consulted the de Grandpres of the world — insiders who work in e-commerce — to learn how to iron the hassles out of web retail. A few of their choicest tips follow.

The Solution: For products like computers, electronics and appliances, use predefined filters that let you narrow results using product specs like screen size or processing speed. For clothing or home furnishings, narrow your search using keywords. A search for "table lamp" at PriceGrabber turned up an impenetrable 64,000 results, but we quickly narrowed things down by adding the keywords "classic" and "iron."

Blame the favoritism on the dark art of direct marketing. Marketers know that the best way to turn a browser into a first-time buyer, for example, is to offer a discount on merchandise most popular with new customers. They also know that folks who make a second purchase within 20 days are more likely to become loyal customers; first-time buyers at designer clothing retailer BlueFly.com, for example, receive a fast follow-up email offering another discount.

The Solution: Since some online stores show their lowest prices only to new customers, try deleting so-called cookies that retailers use to identify your computer, or check the site from another computer.

This year expect many free-shipping offers to launch the day after Thanksgiving, says de Grandpre. After Dec. 15, many stores offer upgrades: If they normally charge $5 for ground shipping, they'll offer two-day shipping and, later, one-day shipping for the same price. Since Christmas falls on a Tuesday this year, expect to see these offers end on Friday, Dec. 21.

Many retailers distribute coupon codes for free shipping through third-party sites. To find them, Google the store name and the phrase "free shipping," or use a site like Dealnews.com.

Additional reporting by Neil Parmar