One in ten online Christmas gifts arrive late
The survey found that 80% of UK consumers bought their presents online last year but 8% said their gifts did not arrive by Christmas despite 88% of respondents saying that they ordered on, or well before, the cut off date for Christmas delivery.
As well as festive shopping, the survey questioned more than 2,000 people about their experience of receiving online goods over the period of a year.
The results showed that 40% of consumers said that their item was not delivered when specified with 19% complaining that a note was left, saying they were out, when they were actually in. In addition, 15% said their parcel was left with a neighbour without their consent.
Other complaints reported to Which? included a new phone being left out in the rain, a £135 pair of football boots left on a doorstep and 4% of respondents found their parcels had been thrown over a fence or a hedge.
The consumer group also found that there was low level of awareness about online delivery rights.
Six out of ten people did not know that if the delivery company said they had left the parcel with a neighbour without consent and the neighbour did not have it, that they could ask the seller to re-send the order at no extra cost.
Three out of ten people were not aware that if they received a damaged item, they could ask the seller for a refund, or to replace it free of charge, even if they had signed for the delivery.
In addition, three quarters of people had no idea they had seven working days to change their mind about an item from the day that they received it.
Which? executive director, Richard Lloyd, said: “With household budgets squeezed, more of us are shopping online to find a bargain, but consumers are in the dark over their delivery rights and that can leave them struggling to fight back against shoddy service.”
“Shoppers can get clued up ahead of the festive season with our Christmas Delivery Rights Guide, but we also want to see more retailers doing more to ensure people get their festive gifts in time.”
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