News / Do it yourself, if you can, says B&Q chief about the logistics of customer returns

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While much of the customer returns debate has focused on the areas of retail, like the fashion and apparel sectors where high volume returns are the norm, the issue is also causing considerable headaches at retailers, which need to contract-out home delivery operations on big ticket purchases.

Tony Waddy, omnichannel fulfilment network manager at B&Q, told delegates at last week’s Customer Returns summit in London that products at the UK’s largest home improvement retailer, which range from a single screw up ...