21/06/2017
While online shopping can be – and usually is – quick and convenient, a new study from Citizens Advice * reveals that
- a) 69% of online shoppers had problems with the delivery of at least 1 parcel last year
- b) those with cause for a complaint often either don’t bother to proceed with it, have problems resolving it or don’t know to whom to make it
‘Parcel Delivery: Delivery services in the online shopping market’ draws on data from two surveys commissioned by CA to identify the following areas for further investigation
- how to resolve the problems shoppers experience with parcel delivery
- how to improve consumer awareness – and uptake of – their rights to redress
- how to ensure these rights are effective
Key research includes a survey of 2,000 online shoppers, 94% of whom were satisfied overall with the quality of parcel delivery services, even though 69% had experienced difficulty with the delivery of at least one parcel during 2016.
The most common problems were
- 38% of respondents experienced delayed delivery – including 16% who paid for premium delivery service
- more than 10% received damaged goods
- more than 20% had a parcel go missing
- 28% had a parcel left in an unsecure location (rubbish bins were a popular choice)
The data also highlights the problems online shoppers face in resolving their problem
- 54% do not complain if their parcel is delivered late
- 33% of those who receive a damaged parcel likewise take no action
- of those who did try to complain, 40% ran into problems
- almost 50% of respondents are unsure whether the retailer or delivery company is responsible for their parcel
* The Citizens Advice (CA) service comprises a network of local independent CA charities, the CA consumer service and the national CA charity. Together they help people resolve their money, legal and other problems by providing free, independent, confidential and impartial advice and by influencing policy makers.