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2 December 2020

Best and worst delivery companies

Find out what online shoppers really think of the couriers that deliver their packages.
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Hannah Downes

Wondering which courier or postal service can get your package delivered on time? Delivery can be a double-edged sword – while it offers convenience for most people, it can cause headaches, too.

You might not always get to choose who will be dropping your packages off when you order online, but some websites give you several delivery options. 

Or you might be sending packages yourself and want to know which delivery companies shoppers would recommend.

When we asked shoppers about their delivery experiences in 2020, DPD and Amazon had the most satisfied customers for time slots and communication.

Royal Mail scored highly for where parcels are left, while UPS had the lowest satisfaction scores across all categories.

Scroll down to see the full tables of how each delivery company scored.

Delivery time slots offered

Rank Delivery company NET satisfaction score
1 DPD 82%
2 Amazon 78%
3 DHL 75%
4 Yodel 72%
5 Hermes/myHermes 70%
6 Royal Mail 69%
7 Parcelforce 66%
8 Royal Mail (signed for) 65%
9 UPS 56%

Sample size: 6789

Communication from the delivery company

Rank Delivery company NET satisfaction score
1 DPD 86%
2 Amazon 85%
3 DHL 80%
4 Hermes/myHermes 77%
5 Yodel 76%
= Royal Mail 76%
6 Royal Mail (signed for) 73%
7 Parcelforce 71%
8 UPS 62%

Sample size: 8,917

Where the parcel was left

Rank Delivery company NET satisfaction score
1 Royal Mail 93%
2 Amazon 92%
3 DPD 91%
4 DHL 89%
= Parcelforce 89%
= Royal Mail (signed for) 89%
5 Yodel 87%
6 Hermes/myHermes 86%
7 UPS 80%

Sample size: 10,249

Missing or late delivery? Your delivery rights 

If you buy something online, from a catalogue or over the phone that requires home delivery and it arrives late or doesn't turn up at all, don't worry - you've got rights.

Here are six must-know consumer rights if your delivery hasn’t gone to plan:

  1. If your order is late, missing or has turned up damaged we recommend that you complain to the retailer - even if you think it’s down to a poor service from the courier, because your contract is with the retailer.
  2. If you paid extra for special delivery and your order arrived later than agreed you can claim back the extra delivery cost as the service wasn’t delivered.
  3. Be aware if you give permission for your delivery to be left in a specified safe place or received by a nominated neighbour and something goes wrong, you will still be considered to have received the delivery.  Think very carefully about those options when you’re making a purchase.
  4. If your order arrives damaged or faulty, you have a right to refuse it and get a refund, repair or replacement. 
  5. Your delivery must be made without undue delay and within 30 days from the point of purchase unless you and the retailer agree otherwise, this is stipulated by the Consumer Rights Act 2015.
  6. You can also cancel an order for most items ‘bought at a distance’ - for example, online, over the phone or a mail order catalogue.

Need more help? Read our guide to your delivery rights.

How we rated delivery companies

We asked 13,226 members between March - August 2020 how satisfied they were with the courier that delivered their most recent order, excluding groceries.

Participants rated couriers on delivery time slots, communication, where parcels are left and social distancing measures by the delivery driver.

Find out which websites shoppers love and hate in the best and worst online shops

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