Delivery problems rife when buying online How to avoid delivery headaches this Christmas

22 November 2012

More than 60% of people have had delivery problems with something bought online, while nearly one in ten experienced problems with a Christmas delivery,  a new Which? survey has revealed.

The survey also found that people’s knowledge of their delivery rights when things go wrong is patchy. 


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Dodgy delivery tactics exposed

Parcels left in the rain, dumped in recycle bins and even thrown over fences were among some of the delivery problems experienced. 

People also complained about receiving ‘Sorry you were out’ cards when they were in, had parcels left with neighbours they didn’t know, and found items left on the doorstep without their permission.

Another gripe that emerged from the online survey of 2,000 people was that when specific delivery instructions were given they were ignored by delivery drivers.

If you've experienced problems with your delivery and want to know what to do, then read our guide to your rights.

Delivering in time for Christmas?

Of the 80% of people who bought Christmas presents online last year, one in 10 experienced problems with their delivery. 

The most common complaint surrounded orders not turning up within stated time-frames.

Two thirds of the problems people told us about were to do with orders not turning up in time for Christmas, despite orders being placed at least two weeks before the cut-off date for Christmas delivery.

Don’t get caught out – know your rights

The survey found that people’s knowledge on their delivery rights is patchy. 

Nearly 70% of people knew that sellers must replace damaged goods even if they had been delivered and signed for.

But only four in ten people knew that if a parcel is left without your permission with a neighbour who denies having it, you can ask the seller to resend the order at no extra cost to you. 

You can argue that the seller is in breach of contract by delivering to someone else without your consent.

For lots more helpful tips and advice, read our .

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