Which? suggests complaint rates lower than delivery issues

Consumer watchdog Which? has published a report suggesting some 54% of consumers had parcel delivery problems in the Christmas period of 2018.

Among the problems reported, parcels were left in the rain and dishonest ‘sorry we missed you’ cards put through the letterbox. One reported that the parcel was found in her toilet when it was pushed through her bathroom window.

Around 17% complained of late delivery, while 24% said their parcels didn’t arrive during the Christmas period. A further 24% of customers complained that their pre-arranged delivery instructions were ignored with parcels given to unauthorised neighbours or left in unexpected places.

Complaint rates were much lower than the negative experiences reported in the survey. Despite more than half having delivery problems the Which? survey suggested that just 31% of customers complained over their issues.

Which? consumer rights spokesman Adam French said: “Online shopping can take the hassle out of Christmas shopping but dealing with late, missing or damaged deliveries can be a nightmare for shoppers.

“Under the Consumer Rights Act, online retailers have a duty to ensure online orders are delivered within a reasonable time and in good condition, so if your delivery hasn’t gone to plan, don’t suffer in silence, and speak to your retailer to resolve the issue.

The survey was done by Populus who interviewed 2,071 customers in February 2019.


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