Primark’s site crashes after it launches click-and-

collect service

Pearson asset library: AL1376574

Primark’s website temporarily crashed on Monday after the discount fashion chain launched
its click-and-collect service.

The retailer, which has been steadfast in its refusal to sell its wares online, is carrying out a
trial in 25 stores across the north-west of England, Yorkshire and north Wales for children’s
products only.

Some shoppers had trouble accessing the website during the day, being met with an error
message, but it appeared to be back up and running after a few hours. “It’s been great to
see so much interest in the launch of our new Click + Collect trial,” the company said in a
statement. “We’re aware that some people have had issues accessing the website and we’re
working hard to address this to ensure that everyone can access and browse the site easily”.

The chain, which is owned by Associated British Foods and has 190 stores in the UK, has
previously defended its decision not to sell its £14 dresses and £18 shirts online as the cost
of packing, shipping and delivery would erode its profit margins.

The retailer has no plans to launch an at-home delivery service despite offering click-and-
collect services to shoppers. The move comes as Primark seeks to boost sales in its core
UK market before Christmas.

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Shoppers can place an order worth at least £15 online and collect it from an outlet store with
no delivery fee. Primark said it planned to minimise plastic waste during the trial, using a
brown paper packaging and plastic tape wherever possible.

Primark was hit hard by the rolling Covid lockdowns around the world. It estimated that
keeping its stores closed in 2020 and 2021 cost it £1.1bn in lost sales, as its shoppers had
no way to buy its products online.

(Adapted from the article in the Financial Times by Arjun Neil Alim on 14th November 2022
https://www.ft.com/content/b8d202e6-8512-48fd-a973-10ccf02563e0)

Pearson Edexcel GCSE (9-1) Business

This case study relates to the following topic areas of the course specification:
1.1.1 The dynamic nature of business
1.3.2 Business revenues, costs and profits
1.5.4 The economy and business
1.4.2 Business location
1.5.2 Technology and business
2.1.2 Changes in business aims and objectives
2.1.4 Ethics, the environment and business
2.2.4 Place

Recommended research activities:

1. Research the changes Primark had to make to reopen after the pandemic (e.g
signage, social distancing), this video talks through some of the changes:
https://www.youtube.com/watch?v=hMZChaSd72Q
2. Research Primark’s main competitors, can you list 4, then research if they offer
online shopping or not?
3. Research the article “tags” linked to the article on the FT site.

Exam style questions:

1. Outline one way that Primark meets customer needs (2 marks)
2. Analyse the impact on Primark of trying to ‘minimise plastic waste’ during their
click and collect trial (6 marks)
3. Evaluate whether Primark is likely to benefit from e-commerce (12 marks)

Students aged 16-19, their teachers and schools around the world can read FT.com
for free. Sign up or check if you are registered at www.ft.com/schoolsarefree