I think online pizza ordering is becoming much more popular. In my area, there is a website that allows you to order online from local shops, for a slight fee. I have seen dozens of people use this service, even though they could have called in to save the extra fee. I feel that these people would have a bad experience with Pizza Pizza, and bad experiences usually affect the perception of a product as a whole. This is where you really start to lose money.

Also, this article is using Pizza Pizza as an example. If a large chain is failing so miserably, I am sure other companies are hurting badly from poor web development.