'Showrooming' phenomenon could bring end to physical shops, Ottawa business owners say

Have you ever visited a local store, found something you liked, then bought it online for less money?

Two Ottawa business owners say it's happening more and more, and that "showrooming" could mean the end of brick and mortar shops.

The Extraordinary Baby Shoppe in Kitchener-Waterloo is closing this month as a direct result of showrooming, according to its owner, Susie Pearson, who runs a second location in Ottawa that will remain open.

The practice sees potential customers spending time in shops, asking questions of staff and getting to know what they're looking for, then leaving to find cheaper prices online.

"It's at the point now where if somebody makes a purchase, I'm surprised," Pearson told CBC Radio's Ottawa Morning on Tuesday after writing a blog post on the subject.

"It does get exhausting."

'Harder and harder ... to make a living'

Janise Saikaley, who owns Uproar Interiors, says showrooming is rampant at her business. After spending time in the shop ordering samples and taking measurements and taking pictures on their phones, most customers leave without buying a thing.

"I'd say five per cent of them buy, 95 per cent don't, because nine times out of 10 they do order online," Saikaley said.

"What this is doing now is it's making it harder and harder for us to make a living, because all we feel that we're doing is advising. And it's intellectual property. I charge for my time. When people want consulting, I charge for my time."

Asked whether changing the business to an online model would work, Saikaley said it wouldn't in her case, though she does think about ways to decrease her overhead expenses.

Here was some of the reaction to the interview on social media.