In an online survey carried out by Populus between February 1 and February 3 2019 of 2,071 UK adults, Which? found that the majority (54%) of people polled had a delivery not go as planned – ranging from parcels left in the rain to dishonest notes from delivery workers – and a quarter (24%) of those who shopped online over the Christmas period ordered a parcel that failed to arrive.
Which? said: ‘Retailers have a responsibility to ensure online orders are delivered to customers. However, just a third (31%) of those who had an issue with their delivery complained to their retailer. If a delivery arrives damaged or faulty, customers are entitled to a replacement, repair or refund. Customers can also get a refund from their retailer if they paid extra for a special delivery that then arrived late.’
Adam French, Which? consumer rights expert, said: “Online shopping can take the hassle out of Christmas shopping but dealing with late, missing or damaged deliveries can be a nightmare for shoppers.
“Under the Consumer Rights Act, online retailers have a duty to ensure online orders are delivered within a reasonable time and in good condition, so if your delivery hasn’t gone to plan, don’t suffer in silence and speak to your retailer to resolve the issue.
“But 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.”