Can they deliver? Unwrapping the truth about dodgy deliveries

If you are nodding your head sadly, read on… The truth could be more shocking than you think.

In last night’s Dispatches programme on Channel 4, Which? reviewed secret footage filmed in a UK Mail depot in Bournemouth. The footage showed some workers displaying scant regard for your precious parcels, with packages falling off the conveyor belt, being kicked around and dropped.

The programme also followed private postal company TNT, where post delivered on bikes was shown to be poorly secured and often delayed.

Across the online shopping industry, problems with deliveries cost businesses an estimated £851m a year. With secret footage like this, you can see where some of this money may be being frittered away.

Pass the parcel – who’s responsible?

Last night’s programme reflects our findings. When we asked more than 2,000 people about their experiences of online deliveries in November last year, more than six in 10 people told us they had experienced problems. See more in our delivery rights video:

But if you’ve experienced problems with damaged goods, who is responsible? The Sale of Goods Act states that the seller is responsible for goods up until they are delivered to you. Any damage or breakages that occur en route are the responsibility of the seller. You should never be left out of pocket for damages. So don’t let companies worm out of it by asking you to take your problem up with the delivery company!

Knowing what to say when you want to make a complaint can be puzzling though – what phrases should you use to inspire action? We have a template letter to request damaged goods be replaced – you can send the letter by email or download it to print off and post.

Were you shocked by the footage on last night’s Dispatches? Have you ever tried to solve the mystery of a missing parcel or a lost letter? What did the sender say when you raised your concerns?