Citizens Advice delivery problems

New research from Citizens Advice suggests that UK customers whose deliveries are late, turn up damaged or don’t arrive at all spend on average 2.5 hours sorting out the problem.

The latest consumer advice trends report by Citizens Advice has found that UK shoppers experienced 4.8 million delivery problems in 2015 to 16.

“Customers who didn’t manage to get compensation were left £148 million out of pocket – £30 per parcel – due to damaged/loss of goods, hours wasted and time away from work,” claimed Citizens Advice – which is preparing for a rise in people seeking help for problems with deliveries as the “peak season” builds up.

“This time last year there was a 32% increase calls about this issue (between October and December 2015).  And a 60% spike in people getting online help on 18 December – as they try to track gifts down before Christmas,” said Citizens Advice.

“As many as 390 million parcels will be handled by parcel companies and Royal Mail between November and December this year.”

The trends study, which includes analysis of more than 2000 calls made to Citizens Advice about deliveries in the last 12 months, identified the most common problems as:

“Not knowing who is responsible for sorting out the problem

Unexpected handling fees when receiving a parcel from outside EU

Confusion about getting compensation when parcels are lost or damaged.”

Gillian Guy, Chief Executive of Citizens Advice, commented: “It’s really important people know that if an item they’ve ordered doesn’t turn up – or if there is a problem with it – it is for the retailer to sort out.  Businesses also need to make sure they are upholding people’s rights by looking into delivery problems themselves instead of passing customers onto the parcel companies.

“There are plenty of things families need and want to do at this time of year – but chasing deliveries shouldn’t be one of them.”
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