“Two thirds of online shoppers suffer problems with parcel delivery,” claims Citizens Advice

“Two thirds of online shoppers suffer problems with parcel delivery,” claims Citizens Advice

In a statement issued today (16 June), Citizen Advice said that other common delivery gripes included parcels being left in unsecure locations, such as bins, and  unnecessary failed deliveries – where people waited at home for a parcel, only to receive a note saying they’d missed it.

The report, entitled ‘Parcel delivery: Delivery services in the online shopping market’, draw on a survey of over 2,000 online shoppers carried out in December 2016. The key findings included:

  • 38% of people have had a parcel arrive late –  including more than one in ten (16%)  who paid for premium delivery service.

  • More than 1 in 10 have received damaged items.

  • More than 1 in 5 had a parcel go missing

  • 28% had a parcel left in an unsecure location

  • 28% were at home but had a note through the door saying the parcel couldn’t be delivered.

Interestingly, 54% of people said that they don’t take any action if their parcel is late – such as complaining or asking for a refund. A third of those who received a damaged parcel also said that they don’t take action. In some cases, this may have been because they didn’t know to whom they should address their complaint: the research found that half of consumers were unsure about who was responsible for the delivery of their parcel in the first place.

About The Author

Ian Taylor

Ian Taylor is the Editor of Triangle’s Mail & Express Review Magazine and the www.postandparcel.info portal. Ian has been a business journalist for almost 30 years, editing and writing for a wide range of magazines and newspapers with a particular focus on the transport and logistics industries.

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