Half of shoppers report online delivery issues

As more consumers order products online through lockdown, almost half of British adults (47 per cent) have had problems with parcel deliveries since the first lockdown this March, according to research from Citizens Advice.

The consumer advice organisation commissioned research among 2,030 UK citizens and more than half (51 per cent) felt more reliant on having goods delivered. In fact, 96 per cent had ordered a parcel since March this year.

The biggest problem consumers faced was late delivery, with almost one-in-three people (30 per cent) across the country facing a delay.

Nearly one-in-five people (18 per cent) who experience a parcel issue suffered some sort of financial loss, with 40 per cent of those losing over £20.

The charity’s consumer service has received three times as many calls about delivery issues since March compared to the same period last year.

Citizens Advice also saw views on its webpage about delivery problems more than double.

The charity’s online advice on parcel issues was viewed almost 208,000 times between March and October, compared to 94,000 in the same period in 2019.

The research found that one-in-four (24 per cent) said their experience of a delivery issue has affected their confidence when ordering goods.

In addition, only one-in-three people could correctly recall their rights if something went wrong.

This week (Monday 16 November to Sunday 22 November) is National Consumer Week, and Citizens Advice and the Consumer Protection Partnership are working to clue the public up on their online shopping rights, and what to do if something goes wrong with a parcel delivery.

Alistair Cromwell, acting chief executive of Citizens Advice, said: “Having parcels delivered has been a lifeline for so many of us this year, and will continue to be under current restrictions.

“It’s not right that the number of people having issues with parcels is so high. And it’s especially worrying that so many people don’t know what their rights are if something goes wrong.

“With Christmas and Black Friday on the horizon, it’s important to remember that it’s the seller’s responsibility - not yours or the courier’s - to make sure the item gets to you.”

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