We asked thousands of people about their experiences of online shopping and we can now reveal which delivery companies leave a smile on your face.
At the top of the table is DPD with a customer score of 81%. It informs customers of their one-hour delivery slot in advance and lets them communicate with the driver in real-time if they won’t be home.
Coming second are private, local and independent couriers, as well as Royal Mail. At the bottom of the table is Fedex.
With all companies achieving customer scores of more than 70%, we’re closing our Dodgy Deliveries campaign, but we’ll continue to keep an eye on how they perform.
In the meantime, if you’re experiencing a dodgy delivery, read up on your consumer rights.
Royal Mail is launching a new service to allow people to nominate neighbours to receive parcels if they are not at home. The move was developed by workers and managers in delivery offices.
Our executive director, Richard Lloyd, said:
'Consumers tell us they are put off buying online because of delivery failures so Royal Mail's initiative is a step in the right direction. But retailers should take responsibility and always ask customers upfront what to do if the delivery is unsuccessful.'
Sign our petition calling on retailers to stamp out dodgy deliveries and make sure delivery services are up to scratch every time.
With one month until Christmas Day, our new research reveals that poor parcel service last Christmas is putting shoppers off buying presents online.
We've found one in ten shoppers had a problem with a delivery last Christmas. An item arriving late was the top issue, with some saying they didn’t get their gifts in time for Christmas or arriving at all.
One in five people who had problems with a delivery last Christmas have been put off ordering items online this year.
Put off buying goods online
Four in ten of those who had an issue say they’ll use a click and collect service, get deliveries sent to another address or order items earlier to avoid a last minute panic.
Our executive director Richard Lloyd, said:
'It’s a sorry state of affairs when people are put off buying online because they’ve had their fingers burnt by dodgy deliveries in the past. Retailers need to get a grip and make sure delivery services are first class, first time.'
The Co-operative Electrical agrees that deliveries should be first class, first time.
James Holland, Managing Director, The Co-operative Electrical, said:
'Consumers buy online for ease and convenience and the delivery service people experience should be just as smooth. The Co-operative, offers a free, time-specific delivery slot and courier service on all electrical items purchased online and we fully back the Which? campaign to put the brakes on dodgy home delivery services.'
If you agree with The Co-operative Electrical, add your name to our Dodgy Deliveries petition.
Our survey of online shoppers found that one in four have suffered a problem with a delivery in the past year. So today we’re launching our campaign to Stamp Out Dodgy Deliveries, and we need your support.
Delivery issues included parcels being late (17%), not delivered (3%) and even damaged (2%).
Your delivery problems
We also asked people what frustrated them - a third of people said not being able to choose a suitable delivery time was an irritant when shopping online. A quarter are also peeved when they’re not told the time goods will be delivered.
We’re calling on retailers to step up. We want them to give specific time-slots for deliveries, to confirm the time with you on the day of delivery and to ask you upfront what to do if your delivery’s unsuccessful.
Our executive director Richard Lloyd comments:
'We want shops to do more to ensure that the service is first class, first time. Retailers need to respond to consumers’ demands and stamp out dodgy deliveries.'
Cookie is one of our many supporters who’s shared their dodgy delivery story:
‘Yodel failed to deliver a large TV as agreed on a specific day. After many calls and failure to track where it actually was in their system we cancelled it. The next day we came home from work to find it on the doorstep, in the rain, in plain view…’
If you've had an experience like Cookie’s, sign our petition and share your dodgy delivery story so we can convince retailers to get their act together.
A delivery being left outside without your consent is bad enough, but what about when your parcel is left in your recycling bin or thrown over the fence? Or even worse, thrown on to your roof?
Benjamin Ward arrived home to find a note from his courier saying that his delivery was ‘stuck on roof – sorry!’. Lo and behold the package – containing clothes he’d ordered for his son – was sitting pretty on top of his house.
Our survey finds that a third of all online shopping issues concern delivery of the item.
And when we compared customer satisfaction with different delivery methods, couriers came bottom of the pile. City Link fared worst with a customer score of 56%, with regular post coming out as the favoured way of receiving online shopping.
Top delivery irritations included items turning up damaged (9%), followed by deliveries not turning up (8%), inability to choose a delivery slot (7%) and delivery outside the agreed time (6%).
Our executive director Richard Lloyd said:
'Online shopping has never been more popular with cash-strapped consumers looking for good value and customer service, however the industry falls down when it comes to the performance of its delivery partners.’
Our research shows that late deliveries are prompting at least 6.7 million people to start their online Christmas shopping early this year.
A quarter of online shoppers had an order delivered later than expected in the last year.
Our executive director Richard Lloyd said:
'This is particularly frustrating for people who have ordered gifts online and don't receive them in time for Christmas.
'If online retailers can't meet an agreed delivery date, they must let consumers know and rearrange delivery at a convenient time, or refund them their money.'
Top delivery problems
One in five said their parcel had been left with someone else without their authorisation, while the same percentage received a 'sorry we missed you' note when they were actually at home.
For many shoppers the situation got worse, as they had items turn up damaged (10%) or found that nothing was delivered at all (13%). An unlucky 5% came home to find that their parcel had actually been thrown over their garden fence.