Inventory Issues Deter Consumers From In-Person Shopping, GreyOrange Research Finds

More than half (53%) have changed their shopping habits because of inventory issues

ATLANTA — Sept. 8, 2026 — Retail inventory issues continue to disrupt 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 2026 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 have visited a fashion, general merchandise or specialty store in the last 90 days reveals just how far consumers will go to avoid unpleasant shopping experiences.

Among the key findings:

Inventory issues are a fact of life for many shoppers

• Nearly eight in 10 (78%) shoppers have tried to buy items in stores that were sold out or available only in limited quantities.
• More than half (57%) have found that items marked as “available” online were actually out of stock in stores.
• About one in five (18%) of those who needed an associate’s assistance finding an item said employees couldn’t easily locate the item, either taking several minutes to find it or failing to locate it entirely.

Frustrated shoppers take their business elsewhere

• Close to half (43%) say they’d shop in person more frequently if inventory issues (such as 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 (such as 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%)

Among 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 busy 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 staffing. 
• Forty-two percent of shoppers in its latest survey have struggled to find store associates available to assist them at least once a month 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,” Gupta said. 

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.
• Nearly half (45%) of shoppers have changed their in-person shopping habits because of 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 (1.35 times as likely)
• List “frequent out-of-stocks” as a deterrent to in-person shopping (1.44 times as likely)
• Use a retailer’s product locator tool when they need assistance finding an item or checking its in-store availability (1.5 times as likely)
• Check the store’s mobile app or website to confirm inventory before heading out (1.35 times as likely)
• Have changed their shopping habits as a result of in-store inventory issues (1.23 times as likely)

“Gen X and millennial parents don’t have the patience for an unsatisfying shopping trip,” Gupta said. “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 2026 Eye on Inventory Report: Shopper Edition for the full findings.

Methodology
All figures, unless otherwise stated, are from YouGov Plc. The total sample size was 1,225 adults, of whom 1,035 had shopped in person at a fashion, general merchandise or specialty retailer in the last 90 days. Fieldwork was conducted online June 16-17, 2026. The figures have been weighted and are representative of all U.S. adults age 18 and older.

About GreyOrange
GreyOrange Inc. is the category champion for multi-agent AI orchestration and optimization. Its AI-powered GreyMatter and gStore solutions deliver continuous improvements in throughput and sales volume for supply chain and retail leaders across more than 3,800 locations worldwide. The company has built the most complete dataset in physical AI — the only real-world repository of its kind and the foundation for next-generation world modeling. More than $1 billion in inventory flows through GreyOrange’s systems every month. Vendor-agnostic and compatible with diverse automation hardware through the Certified Ranger Network, the company’s solutions are delivered through its Certified Partner Network of system integrators. Founded in 2012, GreyOrange is headquartered in Atlanta, with offices and partners across the Americas, Europe and Asia. For more information, visit www.greyorange.com.

gStore by GreyOrange is a sensor-agnostic intelligent inventory solution that delivers Inventory Truth through real-time visibility and actionable insights. The platform helps retailers improve inventory accuracy, store execution and omnichannel fulfillment by integrating data from RFID, computer vision and other sensing technologies. gStore enables Loss Intelligence, Shopper Analytics and Spatial Intelligence to reduce shrink, understand shopper behavior, optimize store layouts and create exceptional customer experiences.

Media Contact:
Maura Lafferty
Firebrand Communications for GreyOrange
415-848-9175
greyorange@firebrand.marketing

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