ليه بعض المتاجر تخلي العميل يحس إنه غلطان

Sahl Monday,15 Dec 2025

We all know that customer experience is the foundation of any successful online store. However, sometimes online stores can create an uncomfortable feeling for the customer, making them doubt their decisions or even feel like they "made a mistake" for choosing to buy from that store.

This is an unpleasant experience, and the reason behind it is often the way information is presented or the page layout. In this blog post, we explain why some stores make customers feel like they've made a mistake, and we'll learn how to avoid this error and turn the customer experience into something positive.

1. Presenting Too Many Options in a Confusing Way

Sometimes, a store offers dozens of options for different products or specifications, which can leave the customer feeling lost.

The customer doesn't know which product to choose, and the more options there are without clear categories or helpful filters, the more doubtful they become.

Therefore, reducing the number of options and focusing on the best ones helps the customer make a quick and confident decision.

2. Sudden Changes in Price or Offers

A customer might add a product to their shopping cart, only to discover later that the price has changed at checkout or that the offers have changed. This type of surprise can lead customers to feel cheated or foolish for choosing the product.

Therefore, prices and offers should be clear from the outset and updated in real time to ensure transparency.

3. Inflexible Return Policy

When a customer purchases a product, if they feel they cannot easily return it or that the store doesn't provide adequate after-sales support, they may feel they made a mistake.

Clear and simple return policies put customers at ease, making them feel comfortable and confident during the purchase process, thus reducing feelings of guilt or that they made a mistake.

4. Directing Customers Towards Options Unsuitable for Their Needs

Sometimes, customers are exposed to advertisements or messages on websites that push them to buy products that aren't right for them.

For example, a customer might enter a website to buy a specific product only to find themselves directed to another product that doesn't meet their needs simply because it has a bigger discount or is being promoted more extensively.

In this case, the customer may feel they made a mistake when they find themselves forced to buy something they hadn't planned on.

5. Too Many Unclear or Mandatory Terms and Conditions

Sometimes a customer enters a store hoping to make a quick purchase, only to encounter numerous complex terms and conditions or additional options before completing the transaction.

Showing too many pop-up windows, requiring email subscriptions, or offering extra services can overwhelm the customer, making them feel like they made a mistake in starting the purchase process in the first place.

6. Slow Page Loading or Slow User Experience

When a customer has to wait a long time or experiences slow browsing, they become anxious and question whether the entire experience was good.

Slow page loading can create a sense of doubt and make the customer feel like they made a mistake in making the purchase decision.

Improving website speed and user experience is essential to ensure customers don't feel hesitant.

7. Lack of Customer Reviews or Testimonials

When a customer can't find reviews or comments from other customers, they feel uneasy. They may think they made a mistake in choosing this product or store, especially if they were initially hesitant. Having genuine reviews and testimonials from previous customers boosts trust and reassures the customer that their decision was correct.

8. Unfocused and Confusing Messages

It's crucial that the messages on your store are clear and direct.

When a customer sees inconsistent messages or ambiguous text on product pages or during the checkout process, they may feel confused and regret their purchase decision.

Simplicity and clarity in messaging contribute to a smooth shopping experience.

The feeling that a customer made a mistake during the purchase process often stems from small but impactful details in the user experience.

Simply put, when a customer feels confident in their decisions and has a smooth and clear shopping experience, they are more likely to complete the purchase and return.

By improving the experience through transparency, clear policies, appropriate options, and ease of use, you can avoid this feeling and provide a positive experience that fosters trust in your store.