‘Delivery issues’ for over half of online shoppers

MORE THAN half of online shoppers had at least one delivery that did not go as planned last Christmas, a survey for watchdog Which? suggests.

The problems ranged from parcels left in the rain and dishonest “attempted to deliver” notes left by drivers, to a customer who found her package in the toilet after a courier pushed it through the bathroom window.

Almost one in five said at least one of their deliveries failed to arrive on time.

However it was more common for deliveries not to turn up at all, with a quarter of online shoppers ordering an item that failed to arrive over the Christmas period.

A quarter also said the courier did not follow pre-arranged instructions, resulting in their deliveries handed to unauthorised neighbours or left in unexpected places.

One person said they got a note claiming no one was at home after seeing the courier pass their home without attempting a delivery. Another said their delivery was left in the rain for 48 hours while they were away.

The responsibility for delivery lies with retailers, but only 31 per cent of shoppers who had a problem complained to the seller.

If a delivery arrives damaged or faulty, customers are entitled to a replacement, repair or refund.

Which? consumer rights spokesman Adam French 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.”