Retail or E-tail? Buying Online vs. Buying in Person
Business.com aims to help business owners make informed decisions to support and grow their companies. We research and recommend products and services suitable for various business types, investing thousands of hours each year in this process.
As a business, we need to generate revenue to sustain our content. We have financial relationships with some companies we cover, earning commissions when readers purchase from our partners or share information about their needs. These relationships do not dictate our advice and recommendations. Our editorial team independently evaluates and recommends products and services based on their research and expertise. Learn more about our process and partners here.
Online vs. In-Store Shopping: What’s Changed in 2026
Your customers need both, so design a channel strategy that exceeds their expectations.
Although e-commerce continues its rapid growth, brick-and-mortar retailers remain vital players in the evolving retail landscape. According to Capital One Shopping research, approximately 2.77 billion people worldwide made purchases online as of 2025, with online shopping revenue hitting about $6.42 trillion. In fact, e-commerce generated nearly 21 percent of all retail sales, signaling a significant but not all-encompassing shift to digital channels.
Whether you run a brick-and-mortar shop or an e-commerce store, you can save big on the products and services you need with a free Business.com+ membership. When you sign up, you’ll gain access to exclusive deals from our network of partners, as well as one-on-one guidance from our expert advisors. Join Business.com+ today and help take your business to the next level.
Key benefits of online shopping
There are many reasons why shoppers enjoy e-commerce shopping, including convenience and personalization.
In the struggle between brick-and-mortar vs. ecommerce stores, online shopping provides clear advantages that help drive its rising popularity:
Convenience: Shoppers can browse and purchase from anywhere, anytime, using computers or mobile devices. This eliminates the need for travel and accommodates busy lifestyles.
Variety and selection: E-commerce sites offer broad product assortments without the constraints of physical showroom space. Dropshipping enables even small retailers to stock virtual shelves with thousands of items.
Competitive pricing: Online environments often fuel price competition and allow customers to compare costs across multiple sellers before purchasing.
24/7 access: Shopping isn’t limited by store hours. Customers can access e-commerce stores anytime from an internet-connected device.
Personalization: AI-driven features mean customers receive tailored recommendations that may complement other purchases or suit their interests. This provides upselling and cross-selling opportunities for businesses that brick-and-mortar stores may miss out on.
Most buyers research products online first, using social media, websites and apps before making final decisions. For example, according to DataReportal’s Digital Global Overview Report, more than 50 percent of internet users globally go on social media to research products and brands before buying. Social commerce also continues to grow as consumers complete purchases on social platforms the same day they discover a product.
Typical consumer online purchasing habits and trends include seeking the best prices, expecting personalized experiences and prioritizing privacy and security.
Why brick-and-mortar still matters
Shoppers still enjoy going to physical stores for that human touch.
Traditional retail stores are still responsible for the majority of sales in the U.S. These brick-and-mortar locations excel in several ways that digital platforms struggle to match, including:
Tactile experience: Shoppers can see, touch, smell and try products in person — a crucial factor for unfamiliar or high-value items.
Instant gratification: Customers can bring purchases home immediately, avoiding shipping delays and costs.
Customer service: In-store sales staff offer personalized help, answer questions and assist with cross-sell and upsell options. This human touch builds trust and loyalty. Hiring the right sales team can create a positive sales culture in your store that prioritizes assisting customers, hearing their needs, answering their questions and making helpful suggestions.
Easy returns and exchanges: Many customers feel more confident managing returns in person, as the process is generally faster and less complicated.
Social and community engagement: In-person shopping is also a social experience, enabling group outings and local events that online-only retailers can’t replicate. In-person retail stores should take advantage of local marketing strategies that highlight community engagement opportunities.
Physical locations still allow for immersive experiences, including product demos and samples, especially important for categories like beauty, food or furniture.
Comparing ecommerce and brick-and-mortar experiences
Often lower due to competition
None; relies on photos/descriptions
Automated/chat; limited interaction
Can be slower, shipping required
Repeat, familiar, commodity products
Novel, complex, tactile products
Bridging the gap with omnichannel retail strategies
Retail businesses need to connect with their customers through a hybrid approach, using in-store and online strategies.
Modern retail isn’t limited to “online vs. in-store.” Instead, businesses succeed with hybrid approaches. These strategies should take into account the following:
ROPO behavior: “Research Online, Purchase Offline” (ROPO) describes shoppers who begin product research digitally but buy in-store. This is common for items requiring hands-on experience or immediate use.
Showrooming: Conversely, showrooming happens when customers check out a product in-store but complete their purchase online, often chasing better deals or variety.
Curbside pickup and click-and-collect: Retailers integrate convenience by offering buy online, pick up in-store or curbside options. This model blends digital discovery with offline fulfillment, driving greater customer satisfaction and encouraging larger cart sizes.
Unified inventory systems and seamless customer data allow for consistent experiences whether shoppers switch platforms or interact across multiple channels. Jennifer Johnson, owner of True Fashionistas, said the buy online, pick up in-store option “works beautifully because customers shop when they pick up their order, resulting in more sales.”
It’s crucial to reduce friction on your e-commerce website by boosting page-load speeds and optimizing your website for mobile devices.
Tips for retailers adapting an omnichannel approach
If you plan on implementing a hybrid, omnichannel approach for your retail business, consider the following checklist:
Implement seamless inventory management shared across channels.
Invest in omnichannel analytics to understand shopper journeys.
Offer hybrid fulfillment: buy online, pick up in-store or local delivery.
Ensure website and storefront branding are unified to foster trust.
Use AI-driven personalization online, but maintain human service in-store.
Communicate clearly about product availability, promotions and return policies.
Encourage online traffic to visit stores through in-store-only offers or trial opportunities.
Omnichannel approaches ensure both convenience and meaningful engagement. However, not all businesses will find the pivot equally feasible. According to Nick Gausling, chief operating and financial officer at Al Phillips Cleaners, daunting overhead costs make it hard for online retailers to move into the physical sector.
“It’s much easier for brick-and-mortar retailers to expand into digital channels than it is for e-commerce retailers to launch physical stores,” Gausling explained. “Pure play e-commerce businesses should explore wholesale partnerships with established brick-and-mortar retailers to more realistically attain a multichannel presence.”
To increase in-store sales with online marketing, create content that speaks to user segments’ specific needs and encourage them to move offline with clear calls to action.
FAQs on shopping online vs. in-store
As of late 2025, U.S. e-commerce accounts for roughly 16 to 17 percent of total retail sales, according to the U.S. Census Bureau.
ROPO (Research Online, Purchase Offline) involves consumers researching products on the internet—reading reviews, comparing prices—and completing purchases in a physical store for assurance and immediacy.
Any retailer with a diverse or high-sensitivity product set should consider omnichannel strategies. Blending online research tools, in-store experiences and hybrid fulfillment options meets evolving customer expectations and maximizes lifetime value.
Consumers weigh several factors before choosing where to buy:
Urgency: If speed matters and the product is needed immediately, in-store is preferred.
Trust and Complexity: High-value or complex purchases often favor in-person shopping for expert advice and hands-on validation.
Product Type: Familiar, low-touch items are usually bought online; novel or sensory items favor in-person.
Research and Reviews: Most buyers use digital reoffline
Lifestyle and Mobility: For those with limited mobility or time, online becomes essential.
