Simplr Consumer Survey Reveals Outsized Role of Customer Service in Online Holiday Shopping Plans

SAN FRANCISCO, Dec. 3, 2020 /PRNewswire/ — The global pandemic is continuing to reshape the retail sector, fueling $189B* in anticipated online holiday sales and forcing brands to wage a virtual battle for customer loyalty. Retailers that enter 2021 with a tailwind will be those that elevate their customer service, according to a survey of 750 consumers conducted in October 2020 by Simplr, in which 90 percent of consumers who shop online said exceptional customer service is important when choosing where to shop. That loyalty translates into revenue, as six in 10 consumers said they will give a retailer more business if it provides exceptional customer service.

Simplr logo (PRNewsfoto/Simplr)

Almost half (47 percent) of consumers surveyed have not made a purchase due to poor customer service

Retailers cannot risk an online letdown, given that consumers surveyed estimate a 60 percent increase in their online holiday shopping from last year. 

“If CX leaders think they’re ready for the digital stampede, they should know that more than half of consumers we surveyed don’t share that optimism,” said Daniel Rodriguez, CMO of Simplr, a human-first, machine-enabled customer experience platform. 

Fifty-five percent of consumers do not believe, or are unsure, that their favorite online retailers can handle the volume of customer service inquiries this holiday season. Perhaps to combat that concern, 82 percent expect to shop online at stores they know and trust.

The NOW Customer wants fast, around the clock, responses to their inquiries 

Six in 10 consumers said their customer service expectations are set by the standards of the best retailers. When asked what elements are key to exceptional customer service, consumers said:

  • Fast response time: 60 percent
  • 24/7 customer service: 41 percent
  • Connecting via live chat or email: 37 percent
  • Online chat with a person 24/7: 33 percent
  • Complex questions handled professionally, with empathy and respect: 30 percent 

“The expectation from consumers of immediate responses delivered anytime, across multiple channels, in an efficient yet empathic manner defines what Simpr calls the NOW Customer,” said Rodriguez. 

The unseen role of reviews when the NOW Customer is neglected

One-third of consumers surveyed said they have experienced being ignored or “left hanging” by a retailer when they have had a request or inquiry. That neglect does not go unnoticed by consumers, as half said they are “extremely or very likely” to tell a friend and/or post on social media channels about the negative experience; that rises to 55 percent among frequent shoppers and 63 percent among those aged 21-34. 

Many retailers are kept in the dark about consumers’ negative experiences with their brand, as 45 percent of consumers said they do not want to leave negative reviews. While brands might see a lack of negative reviews as an indicator of customer service success, consumers’ reasons for not leaving a negative review may ultimately damage a brand. When asked why they do not leave negative reviews, surveyed consumers said:

  • I just want to move on from that retailer: 54 percent
  • I can’t
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How Consumer Patterns Are Shifting This Holiday Shopping Season (And Beyond)

Co-Founder and CEO at Intelligence Node, serving AI-powered eCommerce insights from the world’s largest retail database.

The success of Amazon Prime Day 2020 solidified what we already knew to be true: E-commerce is — and will continue to be — the overwhelmingly dominant force in retail.

Reports show that spending on Amazon’s U.S. e-commerce website on Oct. 13 and 14 rose 36% compared to Prime Day in 2019. While Amazon does not disclose sales results, projections for the shopping holiday were around $6.17 billion in the United States alone.

With Prime Day landing right at the start of this year’s holiday season, retailers need to be prepared earlier than ever to adapt to changes in consumer preferences. In fact, a new survey commissioned by my company found that 71% of consumers plan to complete their holiday shopping before Dec. 15. 

Three Key Trends: Now And For The Future

The Covid-19 pandemic — combined with an economic recession and rising retail prices due to trade tariffs — will drastically shift the way that consumers approach the 2020 holiday shopping season.

But these new behaviors won’t end after Boxing Day; they will become habits that endure for years to come. Based on survey results, here are a few of the key ways that retail and consumer patterns have transformed.

The Boom Of E-Commerce Is Here To Stay

The e-commerce “boom” will continue until it’s no longer considered a boom and, rather, just the way that modern consumers shop. According to our survey findings, 83% of consumers are likely to opt for online shopping or omnichannel approaches such as curbside pickup versus shopping in-store this holiday season.

E-commerce was already growing exponentially, but the pandemic accelerated the shift — by as many as five years, according to some reports. And now, even with brick and mortar stores open for business, consumers are continuing to favor buying via e-commerce over purchasing items in-store. The primary reason? Safety and convenience.

Shopping Holidays Will Become A Discount Culture

Shopping holidays that once happened only a few times per year will become the everyday norm. While short-lived deals are what is anticipated to bring back consumption in the last few months of 2020, they will persist and transform into a retail culture of discounts. Consumers have come to expect deals not only from Amazon, but from other big-box retailers such as Walmart and Target.

It’s no surprise, then, that the majority of consumers are planning to shop at these large retailers this holiday season because they offer the most attractive discounts.

Even DTC (direct-to-consumer) brands are breaking their never-go-on-sale rule. DTC businesses such as luggage startup Away and clothing retailer Everlane have each offered discounts of up to 50% in the months during Coronavirus.

Low Prices And Free Delivery/Returns Are The Most Important Factors

Finally, our survey results found that this holiday shopping season, consumers will consider low prices and free delivery/returns as the most important factors when choosing which retailers to purchase from. Not

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Cyber Monday Pandora Jewelry Deals (2020) Summarized by Consumer Walk

BOSTON–(BUSINESS WIRE)–Cyber Monday sales experts have summarized the top Pandora Jewelry deals for Cyber Monday, together with savings on necklaces, gift sets and more. Links to the top deals are listed below.

Best Pandora Jewelry Deals:

  • Save up to 35% on Pandora gift sets, charms, bracelets and more jewelry at Pandora.net – check the latest prices on rings, bracelets, pendants and more women’s jewelry
  • Save up to 60% on Pandora jewelry and charms at Kay.com – save on stunning bracelets, rings, earrings, charms, necklaces, and sets in sterling silver and rose-gold plated metals
  • Save up to 30% on Pandora earrings, charms, and more at Amazon.com – get the best prices on Pandora jewelry, including the Lucky Elephant Charm, Moments Silver Bracelet, and more
  • Save on Pandora bracelets, charms, and jewelry at Walmart – find deals on the Promise of Spring Charm, Loved Bracelet, Rose Bangles, and more
  • Save up to 35% on Pandora necklaces & gift sets at Pandora.net – check the latest deals on Pandora pendants and rose gold, gold, & silver necklaces
  • Save up to 35% on Pandora bracelets & bangles at Pandora.net – check live prices on bracelets & charms from Pandora Me, Disney x Pandora & more Pandora collections

Best Jewelry Deals:

  • Save up to 92% off on a wide range of stunning jewelry from Swarovski, Pandora, and more at Walmart – check the latest savings on jewelry with diamonds, crystals, and precious stones for women, men, and kids
  • Save up to 61% off on jewelry from top brands like Pandora, Swarovski, and more at Amazon – check out limited time deals on bracelets, necklaces, rings, earrings, and luxury watches in a wide variety of metals and designs
  • Save up to 69% on rings, necklaces, earrings, bracelets, and other pieces of jewelry from Kay Jewelers at Kay.com – check the latest deals on premium jewelry perfect for engagements, weddings, anniversaries, or birthdays
  • Save up to 35% on a wide range of jewelry at Pandora.net – get big savings on premium Pandora jewelry from charms to diamond necklaces
  • Save 30-50% off on everything at Zales the diamond store
  • Save up to 35% on a wide range of jewelry at BryanAnthonys.com – find deals on cuffs, necklaces, earrings, and more
  • Save up to 50% on rings, pendants and more jewelry at BeverlyDiamonds.com – find the best prices for Diamond Engagement Rings, Wedding Sets, Pendants, and more high-end jewelry
  • Save up to 77% off on wedding rings, diamond jewelry, gold jewelry & gemstones at Overstock.com – enjoy a range of deals under $50, $150, $500 and $1500

Want some more deals? We recommend checking Walmart’s Cyber Monday sale and Amazon’s Cyber Monday deals to enjoy more active discounts. Consumer Walk earns commissions from purchases made using the links provided.

About Consumer Walk: Consumer Walk reports the latest online retail news. As an Amazon Associate and affiliate Consumer Walk earns from qualifying purchases.

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Pandora Jewelry Cyber Monday Deals (2020) Compiled by The Consumer Post

Pandora Jewelry Cyber Monday Deals (2020) Compiled by The Consumer Post

Pandora Jewelry deals for Cyber Monday, featuring the latest jewelry & gift set savings

Cyber Monday deals researchers are monitoring the latest Pandora Jewelry deals for Cyber Monday, together with offers on earrings, bracelets, bangles and more. Shop the best deals listed below.

Best Pandora Jewelry Deals:

  • Shave up to 35% on Pandora gift sets, charms, bracelets and more jewelry at Pandora.net- check the latest prices on rings, bracelets, pendants and more women’s jewelry
  • Save up to 60% on Pandora jewelry and charms at Kay.com – save on stunning bracelets, rings, earrings, charms, necklaces, and sets in sterling silver and rose-gold plated metals
  • Save up to 30% on Pandora earrings, charms, and more at Amazon.com – get the best prices on Pandora jewelry, including the Lucky Elephant Charm, Moments Silver Bracelet, and more
  • Save on Pandora bracelets, charms, and jewelry at Walmart – find deals on the Promise of Spring Charm, Loved Bracelet, Rose Bangles, and more
  • Save up to 35% on Pandora necklaces & gift sets at Pandora.net – check the latest deals on Pandora pendants and rose gold, gold, & silver necklaces
  • Save up to 35% on Pandora bracelets & bangles at Pandora.net – check live prices on bracelets & charms from Pandora Me, Disney x Pandora & more Pandora collections

Best Jewelry Deals:

  • Save up to 92% off on a wide range of stunning jewelry from Swarovski, Pandora, and more at Walmart – check the latest savings on jewelry with diamonds, crystals, and precious stones for women, men, and kids
  • Save up to 61% off on jewelry from top brands like Pandora, Swarovski, and more at Amazon – check out limited time deals on bracelets, necklaces, rings, earrings, and luxury watches in a wide variety of metals and designs
  • Save up to 69% on rings, necklaces, earrings, bracelets, and other pieces of jewelry from Kay Jewelers at Kay.com – check the latest deals on premium jewelry perfect for engagements, weddings, anniversaries, or birthdays
  • Save up to 35% on a wide range of jewelry at Pandora.net – get big savings on premium Pandora jewelry from charms to diamond necklaces
  • Save 30-50% off on everything at Zales the diamond store
  • Save up to 35% on a wide range of jewelry at BryanAnthonys.com – find deals on cuffs, necklaces, earrings, and more
  • Save up to 50% on rings, pendants and more jewelry at BeverlyDiamonds.com – find the best prices for Diamond Engagement Rings, Wedding Sets, Pendants, and more high-end jewelry
  • Save up to 77% off on wedding rings, diamond jewelry, gold jewelry & gemstones at Overstock.com – enjoy a range of deals under $50, $150, $500 and $1500

Searching for more deals? Click here to shop the full range of active deals at Walmart’s Cyber Monday sale and click here to browse Amazon’s current Cyber Monday deals. The Consumer Post earns commissions from purchases made using the links provided.

About The Consumer Post: The Consumer Post shares news for

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Coach Black Friday & Cyber Monday Deals 2020: Handbags, Wallets, Accessories & More Savings Revealed by The Consumer Post

Coach Black Friday & Cyber Monday Deals 2020: Handbags, Wallets, Accessories & More Savings Revealed by The Consumer Post

The best Coach deals for Black Friday & Cyber Monday, featuring all the top bags, belts & wallet sales

Here’s a review of the best Coach deals for Black Friday & Cyber Monday 2020, including all the latest deals on select handbags, accessories & more. Check out the full selection of deals in the list below.

Best Coach Deals:

  • Save up to 76% on a wide range of Coach handbags at CoachOutlet.com – shop the latest deals on Coach crossbody bags, carryalls, satchels, backpacks & canvas bags
  • Save up to 63% on Coach handbags, purses & more at Belk.comcheck out the latest savings on a range of Coach items including, tote bags, shoulder bags & crossbody bags
  • Save up to 53% on Coach handbags, shoes, sunglasses, watches & more at Amazon
  • Save up to 67% on Coach fragrances, handbags, watches & accessories at Walmart – check the latest savings on Coach including men’s eau de toilette and women’s floral eau de parfum perfumes
  • Save up to 70% on Coach crossbody bags at CoachOutlet.com – click the link for the latest prices on Coach crossbody bags including the Klare, Jes, Dreamer & more
  • Save up to 50% on Coach fashion at Coach.com – including women’s & men’s bags, wallets, shoes & accessories
  • Save up to 30% on women’s handbags at Coach.com – including the latest shoulders bags & canvas bags including Coach X Jean-Michel Basquiat handbags

Looking for more deals? Click here to view the full selection of active deals at Walmart’s Black Friday & Cyber Monday sale and click here to shop Amazon’s live Black Friday & Cyber Monday deals. The Consumer Post earns commissions from purchases made using the links provided.

About The Consumer Post: The Consumer Post shares news for online shoppers. As an Amazon Associate and affiliate The Consumer Post earns from qualifying purchases.

Andy Mathews ([email protected])

 

View source version on businesswire.com: https://www.businesswire.com/news/home/20201126005415/en/

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Best GoPro Black Friday & Cyber Monday Deals 2020: Best HERO Max, 9, 8, Accessories & More GoPro Savings Identified by Consumer Walk

Best GoPro Black Friday & Cyber Monday Deals 2020: Best HERO Max, 9, 8, Accessories & More GoPro Savings Identified by Consumer Walk

The best GoPro camera & accessories deals for Black Friday & Cyber Monday 2020, including HERO 5, 6, 7, Max & more sales

Black Friday & Cyber Monday GoPro & accessories deals for 2020 are underway. Review the latest savings on the GoPro HERO 5, HERO 6, HERO 7 and more. Links to the latest deals are listed below.

Best GoPro Deals:

  • Save up to 50% on the newest GoPro HERO 9, 8 & MAX action cameras & bundles at GoPro.com – including $200 savings on the latest GoPro HERO9 Black action camera
  • Save up to 44% on GoPro HERO 9, 8, 7, 6 & 5 action cameras and bundles at Walmart – including savings of up to $115 on the latest HERO9 Black
  • Save up to $50 on GoPro HERO 9, HERO 8, HERO 7, HERO 6 & HERO 5 cameras at Amazon – check the latest deals on GoPro cameras, bundles, batteries, mounts and accessories
  • Save up to 66% on GoPro accessories at GoPro.com check the latest deals on cases, protective housing, pods, and mounts for GoPro HERO9, HERO8, HERO7 models, and more
  • Save up to $100 on the GoPro Max 6K Waterproof 360-Degree Action Camera at GoPro.com – the GoPro Max features HyperSmooth stabilization, PowerPano distortion-free 270° panorama, and six built-in microphones for immersive 360 audio capture
  • Save up to $50 on the GoPro HERO8 Black camera at GoPro.com – check the latest deals on the best-selling HERO8 Black camera, which includes a 1 year subscription to GoPro
  • Save up to 33% on the latest GoPro HERO8 Black action camera & bundles at Walmart
  • Save up to $50 on the GoPro HERO8 Black action camera at Amazon check out the latest deals on the HERO 8 action camera & bundle deals
  • Save on GoPro HERO 6 action cameras at Amazon
  • Save on the GoPro HERO 7 Black 4K Action Camera at GoPro.com – the GoPro HERO 7 Black features 16 voice control commands, TimeWarp video for stabilized time-lapse shots, and live streaming via the GoPro App
  • Save up to 24% on the GoPro HERO 7 Black, Silver & White action cameras & bundle deals at Walmart
  • Save up to 75% on GoPro HERO 7 cameras, gimbals, cases & accessories at Amazon
  • Save up to $200 on the GoPro HERO9 Black action camera & bundles at GoPro.com – check the latest deals on the brand new HERO9 camera, which include a 1 year subscription to GoPro
  • Save up to $100 on the GoPro HERO9 at Walmart – the GoPro Hero 9 has a detachable lens, 30% more battery life, and is waterproof for up to 33 feet
  • Save up to $50 on the GoPro HERO9 Black action camera at Amazon
  • Save on GoPro HERO 5 action cameras at Amazon

Looking for more deals? Click here to browse the entire range of active deals

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Pandora Jewelry Black Friday Deals (2020) Identified by Consumer Walk

The latest Black Friday Pandora Jewelry deals for 2020, featuring the latest necklaces, bracelets, rings and more jewelry deals

Here’s a review of the latest Pandora Jewelry deals for Black Friday, including savings on charms, Pandora gift sets, bracelets and more. Links to the best deals are listed below.

Best Pandora Jewelry Deals:

  • Shave up to 35% on Pandora  gift sets, charms, bracelets and more jewelry at Pandora.netcheck the latest prices on rings, bracelets, pendants and more women’s jewelry
  • Save on Pandora jewelry and charms at Kay.com – save on stunning bracelets, rings, earrings, charms, necklaces, and sets in sterling silver and rose-gold plated metals  
  • Save up to 30% on Pandora earrings, charms, and more at Amazon.com – get the best prices on Pandora jewelry, including the Lucky Elephant Charm, Moments Silver Bracelet, and more   
  • Save up to 41% off on Pandora bracelets, charms, and jewelry at Walmart – find deals on the  Promise of Spring Charm, Loved Bracelet, Rose Bangles, and more   
  • Save up to 35% on Pandora necklaces & gift sets at Pandora.net – check the latest deals on Pandora pendants and rose gold, gold, & silver necklaces
  • Save up to 35% on Pandora bracelets & bangles at Pandora.netcheck live prices on bracelets & charms from Pandora Me, Disney x Pandora & more Pandora collections

More Jewelry Deals:

  • Save up to 88% off on a wide range of stunning jewelry from Swarovski, Pandora, and more at Walmart – check the latest savings on jewelry with diamonds, crystals, and precious stones for women, men, and kids  
  • Save up to 61% off on jewelry from top brands like Pandora, Swarovski, and more at Amazon  – check out limited time deals on bracelets, necklaces, rings, earrings, and luxury watches in a wide variety of metals and designs
  • Save up to 69% on rings, necklaces, earrings, bracelets, and other pieces of jewelry from Kay Jewelers at Kay.com – check the latest deals on premium jewelry perfect for engagements, weddings, anniversaries, or birthdays
  • Save up to 35% on a wide range of jewelry at Pandora.net – get big savings on premium Pandora jewelry from charms to diamond necklaces   
  • Save 30-50% off on everything at Zales the diamond store
  • Save on a wide range of jewelry at BryanAnthonys.com – find deals on cuffs, necklaces, earrings, and more
  • Save up to 25% on rings, pendants and more jewelry at BeverlyDiamonds.com – find the best prices for Diamond Engagement Rings, Wedding Sets, Pendants, and more high-end jewelry   
  • Save up to 29% off on wedding rings, diamond jewelry, gold jewelry & gemstones at Overstock.com – enjoy a range of deals under $50, $150, $500 and $1500

Want some more deals? Click here to enjoy the full selection of active deals at Walmart’s Black Friday Deals for Days sales event and click here to browse Amazon’s current Black Friday deals. Consumer Walk earns commissions from purchases made using the links provided.

About Consumer Walk: Consumer Walk reports the latest online retail news. As an

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Black Friday & Cyber Monday Abercrombie & Fitch Deals 2020: Best Clothing, Shoes & More Deals Reviewed by The Consumer Post

Black Friday & Cyber Monday Abercrombie & Fitch Deals 2020: Best Clothing, Shoes & More Deals Reviewed by The Consumer Post

Black Friday & Cyber Monday Abercrombie & Fitch deals for 2020, featuring underwear, sleepwear, tops, jeans & more discounts

Find all the top Abercrombie & Fitch deals for Black Friday & Cyber Monday, featuring jackets, shoes, coats, cologne sprays and more deals. Shop the latest deals in the list below.

Best Abercrombie & Fitch Deals:

  • Save up to 60% on Abercrombie & Fitch clothing, accessories & fragrances at Abercrombie.com – check the latest deals on Abercrombie gear and save for a limited time
  • Save up to 60% on men’s puffers, hoodies, jackets, tees, shirts & jeans at Abercrombie.com – shop the latest and clearance Abercrombie men’s clothing
  • Save up to 60% on women’s coats & jackets, tops, bottoms, dresses & accessories at Abercrombie.com – check the latest deals on women’s puffers, parkas, bodysuits, relaxed tees & more
  • Save up to 40% on A&F gifts including Fierce fragrances, gift sets, winter accessories & more at Abercrombie.com – shop the Abercrombie gift guide and find A&F gifts for men, women and kids

Looking for more deals? Click here to check out the entire range of active deals at Walmart’s Black Friday & Cyber Monday sale and click here to see Amazon’s live Black Friday & Cyber Monday deals. The Consumer Post earns commissions from purchases made using the links provided.

About The Consumer Post: The Consumer Post shares news for online shoppers. As an Amazon Associate and affiliate The Consumer Post earns from qualifying purchases.

Andy Mathews ([email protected])

View source version on businesswire.com: https://www.businesswire.com/news/home/20201126005341/en/

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This code saves you an extra 10% on consumer PCs from HP

HP is spreading the savings out across a wide range of consumer PCs.

HP isn’t just putting a few computers on sale for Black Friday. It’s putting every consumer PC that’s normally over $599 on sale. All you have to do is use the code SMBHOL10 to save 10% on any HP consumer PC that’s normally above $599. The code isn’t limited to laptops either; you can also use it on desktops, like the HP Pavilion Gaming Desktop, and it even stacks on top of other discounts, so be sure to check out all the options for some really big savings.

Getting work done

HP Pavilion 13t



an open laptop computer sitting on top of a table


© Provided by Windows Central


$530 at HP

An ultra-portable laptop

This 13-inch laptop from HP features the latest 11th Gen Intel Core processors and Intel Iris Xe graphics. You can bump it all the way up to an Intel Core i7-1165G7 for extra power.

Budget-friendly gaming

HP Pavilion Gaming Desktop



a close up of electronics


© Provided by Windows Central


$540 at HP

An affordable way to game

This gaming desktop starts at just $600, thanks to HP’s Black Friday sale. It starts off with an NVIDIA GeForce GTX 1650, but you can go all the way up to an NVIDIA GeForce RTX 2060.

Large and in charge

HP Laptop 17t



a desktop computer sitting on top of a laptop


© Provided by Windows Central


$540 at HP

Check out the big screen

This laptop has a large, 17.3-inch screen, which gives you plenty of space to get work done. It runs on the latest 11th Gen Intel Core processors and Intel Iris Xe graphics.

HP makes a vast range of consumer PCs, from gaming desktops to laptops that are great for work or school. The current code makes it much more affordable to jump into a new PC.

There are plenty of consumer PCs that the coupon code works with, so don’t limit yourself to just the ones we’ve listed above. We’ve just included a few of the best deals available right now that show the variety of the sale. Make sure to check out HP’s website for other discounted PCs.

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Black Friday & Cyber Monday Patagonia Deals (2020): Top Outdoor Clothing & Outdoor Gear Sales Listed by Consumer Walk

Black Friday & Cyber Monday Patagonia deals for 2020, featuring clothing, bags & more savings

Black Friday 2020 experts have listed the latest Patagonia deals for Black Friday & Cyber Monday 2020, featuring offers on outerwear, outdoor gear & more. Check out the full selection of deals listed below.

Best Patagonia Deals:

  • Save up to 60% on a wide range of Patagonia snow jackets & pants at Evo.com – check the latest deals on Patagonia outdoor clothing for men and women
  • Save up to 69% off on Patagonia outdoor clothing at gear at Backcountry.com – check the latest discounts on a wide variety of jackets, sweaters, pullovers, and more
  • Save on a wide variety of clothing and bags from Patagonia at Amazon – click the link for live prices on Patagonia’s best-selling outerwear, swimwear, and duffel bags
  • Save up to 51% off on Patagonia high-quality fleece jackets at Backcountry.com – check the latest deals on top-rated zip, bomber, and hooded fleece jackets
  • Save on best-selling Patagonia duffel bags at Amazon – check live prices on durable and water-resistant duffel bags made from 100% recycled material
  • Save on high-quality men’s wear from Patagonia at Amazonclick the link for live prices on Patagonia men’s wear, including jackets, boardshorts, and shirts

Interested in more deals? Click here to access the entire selection of deals at Walmart’s Black Friday & Cyber Monday sale and click here to browse Amazon’s latest Black Friday & Cyber Monday deals. Consumer Walk earns commissions from purchases made using the links provided.

About Consumer Walk: Consumer Walk reports the latest online retail news. As an Amazon Associate and affiliate Consumer Walk earns from qualifying purchases.

Contact: Andy Mathews ([email protected])


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