Last Christmas we found that one in four people in our survey had a parcel fail to arrive. Do you know who to contact if something goes wrong?
Ordering something quickly online with next day delivery is often an easy solution if you’re stuck for a last-minute gift.
But if that delivery still hasn’t shown up after the big day (despite paying for express postage), do you know who to contact?
It might seem like the most logical answer is to go straight to the courier as they’re the ones handling the package, but your contract is with the retailer, so they’re the ones you need to complain to.
Lots of fails but no complaints
In our survey, we found almost three in five shoppers (58%) who had a delivery over the Christmas period experienced a problem, with at least one delivery not going as planned.
A shocking one in 10 (11%) had a parcel left outside their door without giving prior consent.
One person told us a parcel was tossed over the fence where their dog found it.
‘Luckily he was spotted and the item removed before he buried it!’
What's been your biggest ever delivery disaster?
— Which? (@WhichUK) December 21, 2018
Another person said: ‘I had ordered a Christmas present for my child. I was advised that I would get it by Christmas but it arrived after Christmas, in January.’
But despite so many issues, only 55% made a complaint. And while three in 10 people correctly contacted the retailer if they did make a complaint, 13% got in touch with the courier.
To brush up on your rights if your delivery doesn’t arrive on time or at all, read our guide here.
Have you had a bad experience with a delivery? And did you bother to make a complaint and what happened as a result? Did you know who to make the complaint to?