Which? study reveals online delivery problems
While six in 10 people polled said one of the main reasons they shopped online was due to the convenience of having products delivered, 26% said they had experienced issues with deliveries over the last year. Issues included parcels being late (17%), not being delivered (3%) and items arriving damaged (2%).
Which? also asked people what frustrated them most about shopping online. While 36% said not being able to choose a suitable delivery time, 26% cited not being informed of the time goods would be delivered. Other gripes included delays in receiving an item (15%) and getting goods that are damaged (11%).
Which? has now launched a new campaign called Stamp Out Dodgy Deliveries that urges retailers to provide specific time-slots for deliveries on a named day and to inform customers of the estimated delivery time on the day of delivery by phone, email or text. In addition, Which? also wants retailers to ask customers to specify at the time of purchase what to do if the delivery is unsuccessful.
Which? executive director Richard Lloyd said: “One of the attractions of shopping online is the convenience of having your items delivered but we’ve found the experience can be anything but convenient. “We want shops to do more to ensure that the service is first class, first time. Retailers need to respond to consumers’ demands and stamp out dodgy deliveries.”
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