Inventory issues deter consumers from in-person shopping, GreyOrange Research finds

ATLANTA — Retail inventory issues continue to disturb shopping trips even after last year’s tariff turmoil. That’s according to new research from gStore, a division of GreyOrange, the global leader in AI-powered multi-agent warehouse orchestration and store inventory software. Its Eye on Inventory Report: Shopper Edition captures how the industry’s stock, staffing, and omnichannel challenges are shaping in-person shopping experiences.  

The June survey of 1,035 U.S. adults who’ve visited a fashion, general merchandise, or specialty store in the last 90 days reveals just how far consumers will go to avoid unpleasant interactions.  

 Among the key findings: 

 Inventory issues are a fact of life for many shoppers 

• In the last 90 days, 78% have tried to buy in-store items that were sold-out or sold in limited quantities. 
• In the last 90 days, 57% have found that items marked as “available” online were actually out-of-stock in-stores. 
• About one in five (18%) shoppers who needed a store associate’s assistance to find an item report that employees couldn’t easily locate items within the store, either taking several minutes or failing to locate them entirely. 

Frustrated shoppers take their business elsewhere 

• Forty-three percent say they’d shop in-person more frequently if inventory issues (e.g. frequent out-of-stocks, trouble finding items, discrepancies between online and in-store availability, etc) were less common. 
• Over half (53%) have changed their habits specifically because of these issues, including 22% who now comparison shop online more often to check availability, 21% who confirm stock via a retailer’s mobile app or website before heading out, and 10% who avoid shopping in-person at certain retailers altogether.  

Retailers’ omnichannel operations (e.g. curbside/in-store pickup, on-demand delivery) have inconvenienced 37% of shoppers. Their negative experiences include:  

• Longer wait times at shared checkout lines (18%) 
• Encountering store associates who were unavailable to help because they were too busy processing omnichannel orders (17%) 
• On-demand delivery workers physically getting in the way, making it harder to navigate the store (15%) 
• In response from those who were inconvenienced by a retailer’s omnichannel operations, 28% started avoiding certain stores where omnichannel operations make for a chaotic or overwhelming shopping experience, and 23% have scheduled their visits to avoid days or times when a retailer is particularly slammed with omnichannel orders.  

“Shoppers want to leave the store with what they came in for, without having to fight for space or staff attention. But right now they’re doing a lot of work before they even get inside, like checking product availability and planning their trips around a retailer’s own chaos,” said Akash Gupta, CEO of GreyOrange. “If retailers want to increase in-store revenue streams, fixing their foundational inventory and omnichannel operational problems should go a long way.” 

Shoppers feel the impact of the industry’s labor shortage 

• GreyOrange’s previous Eye on Inventory research in July 2025 found that half (51%) of retail store managers had reduced their workforce.  
• Forty-two percent of shoppers in its latest survey have struggled to find store associates available for assistance about once a month or more often in the last 90 days. 
• Twenty-eight percent listed “rude, unavailable, or uninformed store associates” as a top-five deterrent to in-person shopping.  

“When retailers are short-staffed, declining service standards are usually the first thing customers notice. If hiring isn’t an option, investing in fast and functional in-store mobile apps can divert the burden of service away from overloaded staff. Tools that show associates exactly where inventory is within the store can also give them time back. The associate spending ten minutes hunting for an item in the back isn’t assisting the customer out front,” said Gupta.  

Tariffs continue to shape consumer spending activity 

• The 2025 Eye on Inventory survey suggested that consumers were cutting back on spending because of tariffs. GreyOrange’s 2026 survey reveals they’re still modifying their behavior, nearly a year later. 
• Forty-five percent of shoppers have changed their in-person shopping habits due to the import tariffs imposed since April 2025. These changes include:  
• Tracking prices and sales more frequently to offset tariff-driven price increases (22%)  
• Shopping more with retailers who don’t pass the extra costs onto customers (14%) 
• Delaying major purchases because they expect prices to drop soon (13%) 

The original mall rats are back, this time with their kids 

As teenagers flock to in-person shopping again, they’re often flanked by their Gen X and Millennial parents, who grew up during the peak of mall culture. GreyOrange’s June research shows that Gen X and Millennial parents are consistently more reactive to inventory issues and more engaged with retail technology. Compared to their childless counterparts, Gen X and Millennial parents are more likely to: 

• Shop in-person more often if inventory issues improved (1.35x more likely) 
• Have changed their shopping habits as a result of in-store inventory issues (1.23x) 
• List “frequent out-of-stocks” as a deterrent to in-person shopping (1.44x) 
• Use a retailer’s product locator tool when they need assistance finding an item or checking its in-store availability (1.5x) 
• Check the store's mobile app or website to confirm inventory before heading out (1.35x) 

 “Gen X and Millennial parents don’t have the patience for an unsatisfying shopping trip,” said Gupta. “They’re nostalgic for the elevated shopping experiences that defined their own teenage years. They’re managing their own expectations on top of their kids’ agendas and attention spans. If they can’t find what they’re looking for, they pull out their phones and check other stores.”  

 Download the Eye on Inventory Report: Shopper Edition for the full findings.