As “Very Concerning” Research Exposes Parcel Firm Problems, Consumer Expert’s Tips On What To Do If Your Courier Company Fails To Deliver
A new report which reveals almost 15 million people experienced a parcel delivery problem in the last month has been described as “very concerning”.
According to research by the Citizens’ Advice Bureau, 14.8 million people – or 36% of all online shoppers in the UK – experienced problems such as parcels left in insecure locations or arriving late.
The research also revealed the league table of best and worst performers, in a survey which will raise concerns among shoppers planning to use online deliveries on Black Friday, and for their Christmas gifts..
Consumer expert Jane Hawkes says the report makes “very concerning reading” – and has called on courier firms to “urgently step up and address the failures highlighted in the report.”
She said: “It’s very concerning to see that there has been no improvement in levels of customer services and that the situation has actually worsened.
“Firms need to urgently step up and address the failures highlighted in the report particularly as we head into the peak season of Christmas.
“Customers are growing increasingly tired of the same old excuses and deserve better service.
“The fact that nearly half of those questioned had further issues when trying to resolve problems, the highest level in three years, is unacceptable.
“Clear contact information and guidance should be provided and companies should be held to account for any customer service failings.”
Here, consumer champion Jane provides her five top tips to help ensure a smooth experience when dealing with deliveries this Christmas.
My top 5 delivery tips:
- Complain to the retailer as soon as possible.
While the delivery company might be the organisation which has messed up, when you buy goods you enter into a contract with the retailer, not the courier company. If you experience a problem you should complain to the retailer as soon as you become aware of the issue. It is up to the retailer to investigate, find a solution and if appropriate provide a refund or appropriate redress.
- Make a note of when your parcel is due to be delivered
Retailers are expected to deliver purchases within a reasonable time frame usually within 30 days from the date of purchase. Failure to do so and after any agreed deadline is a breach of contract under the Consumer Rights Act 2015.
If your delivery was time specific i.e. a date was specified when you agreed the contract and it does not arrive at the specified time then you can claim for a refund including postage costs accordingly.
If you didn’t agree a delivery date and the parcel is late then you should try to liaise regarding a delivery date so the retailer has the opportunity to fulfill the order. However, if the new deadline is not met then this is a breach of contract and you can request a refund.
- Be specific about delivery instructions
It’s worth remembering that if you specify a safe place for delivery and something goes wrong, your order could still be deemed as received. If you didn’t provide specific delivery instructions then it’s the retailer who is responsible for your purchase until received.
- Check reviews
Don’t just look at the reviews for the product you are buying but check the reviews for the delivery company too. Many retailers will have a certain company they use, so have a look at the feedback from other customers. If it’s dire, then perhaps see if you can get the product from a company which uses a more reliable courier. It is worth looking how good they are at dealing with missing parcel complaints and refunds.
- See if your neighbour can be your ‘safe place’
Rather than risk a valuable parcel being left in the wrong place or left somewhere insecure, consider asking a friend or neighbour if it can be delivered to their house. But be aware that if something does go wrong, it’s not the seller or courier’s responsibility.
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