Parcels left on doorsteps in the rain, dumped in recycle bins and even thrown over fences are among the delivery problems that people have told us about. Are you clued up on your delivery rights?
We asked more than 2,000 people about their experiences of online deliveries in the last year. More than 60% experienced problems.
Apart from parcels that were found soggy, smelling of rubbish and lying battered in front of fences, 40% of people just didn’t have their item delivered when specified. This is even more problematic when it comes to Christmas. Nearly one in ten said their gifts failed to arrive in time for the big day. This was despite nine in ten placing their orders on or before the Christmas delivery cut-off date. Our video shares more delivery woes:
Your rights for dodgy deliveries
So who’s responsible for bad delivery practices? The buck stops with the retailer. This may sound a little harsh, after all it’s the delivery courier who delivers the parcel. But when you buy something online, your contract is with the retailer, not the courier.
It’s the retailer who chooses the courier company – you don’t get a choice. Therefore, if the courier messes up, the retailer is the one who needs to sort it out.
And yet our survey found that people’s knowledge of their delivery rights is patchy. Seven in ten knew sellers must replace damaged goods even if they’ve been delivered and signed for. But only four in ten knew that if a parcel is left without your permission with a neighbour and the neighbour doesn’t have it, you can ask the retailer to resend it at no extra cost to you. So it’s definitely worth being clued up on your delivery rights.
Have you had any delivery nightmares? What unusual places have you found your parcel? And what kind of response have you had from a retailer when you’ve encountered a problem?