Parcel delivery companies are providing millions of consumers with a “disappointingly poor quality” service, according to a Citizens Advice (CA) survey.
This year, more than 13 million consumers reported delivery problems, from deliveries to unsafe locations to late deliveries. The worst offenders were Yodel (40 percent), DPD (37 percent) and Every (34 percent).
The charity, which surveys delivery companies every year, has seen no improvement in solving delivery problems.
CA rates delivery companies with a perfect score of five. An ongoing survey of more than 8,000 customers found that no delivery company scored more than three. Royal Mail and Amazon topped the rankings with a combined score of 2.75.
Companies are judged on criteria such as customer service, delivery issues and accessibility requirements. Up to 43 percent of consumers reported further problems after initial delivery problems, including finding basic information such as correct contact information or not receiving a response.
Dissatisfaction is greatest among consumers with disabilities, who often struggle to get to the door in time to receive packages.
CA chief executive Dame Claire Moriarty said online shoppers were frustrated by the “substandard delivery service”.
“This is an issue that we believe has been neglected for too long. We constantly hear from consumers looking for lost, expired or damaged packages.
“As seasonal increases in deliveries emerge, delivery companies must take action to protect customers and identify the root cause of these disruptions.”
Ofcom does not investigate individual complaints about parcel delivery companies, but earlier this month companies that order delivery services must have policies and procedures in place to ensure disabled customers can communicate their delivery requirements to them, and companies must ensure that couriers meet these requirements. when making deliveries. Packages.
CA said Ofcom must review its new complaints and accessibility policies by April next year and consider taking enforcement action against companies that continue to fail.
Lisa Webb, consumer law expert at Which?said: “Which? I’ve heard countless stories about delivery companies lacking customer service, especially around the busy holidays. We’ve heard stories of packages being destroyed by foxes, fragile items thrown over walls, and even a delivery being pushed through a bathroom window and down the toilet.
“Delivery companies that lack customer service need to step up their efforts and ensure they are meeting consumer expectations. They must also implement effective systems to allow consumers with disabilities to indicate their needs and have their packages delivered safely.”
Delivery companies said they would invest in improving their services and listen to their customers.