Parcel firms are delivering a “miserably substandard” service for millions of consumers, a Citizens Advice (CA) survey said.
More than 13 million consumers report delivery issues this year, with problems ranging from deliveries being left in insecure locations as well as arriving late. The worst offenders were Yodel (40 per cent), DPD (37 per cent) and Evri (34 per cent).
The charity, which carries out an annual survey of delivery firms, found no improvements on delivery problems.
CA ranks delivery firms, with five point scores being the highest rating. Its latest survey of more than 8,000 customers found no delivery company rated higher than three points. Royal Mail and Amazon topped the league table with joint scores of 2.75.
Companies are judged against criteria including customer service, delivery problems and accessibility needs. As many as 43 per cent of consumers reported further difficulties after problems with the initial delivery, including finding basic information such as correct contact details or receiving no response.
Levels of dissatisfaction are highest among consumers with disabilities who often struggle to get to the door in time to receive the package.
Dame Clare Moriarty, CA chief executive, said online shoppers are being let down by a “substandard delivery service”.
“This is an issue we feel has been neglected for far too long. We continue to hear from consumers that are chasing up lost, late or damaged parcel deliveries.
“With a seasonal surge of deliveries on the horizon, parcel companies must take action to protect shoppers and get to the root cause of these failings.”
Ofcom doesn’t investigate individual complaints about parcel delivery firms but earlier this month ordered delivery firms must have policies and procedures in place to ensure disabled customers can communicate their delivery needs to them, and firms will need to ensure couriers will meet those needs when delivering parcels.
CA said Ofcom needed to review its new complaints and accessibility guidance by next April and consider enforcement action on firms who continue to fail.
Lisa Webb, consumer law expert at Which?, said: “Which? has heard countless tales of delivery firms falling short on customer service – especially in the run up to the busy festive period. We’ve heard stories of parcels savaged by foxes, breakable items tossed over walls and even a delivery pushed through a bathroom window and ending up in the toilet.
“Any delivery firms falling short on customer service need to up their game and make sure they are meeting consumers’ expectations. They should also put effective systems in place to ensure disabled consumers can specify their needs and have their parcels delivered in a safe and secure way.”
Delivery firms said they were investing to improve services and listening to their customers.
