Millions of Online Shoppers Report Parcel Delivery Problems Ahead of Black Friday and Christmas
Nearly 15 million online shoppers in the UK—more than a third of all customers—reported parcel delivery issues in the past month, according to an annual study by Citizens Advice. The findings come just before the busy Black Friday and Christmas shopping period, raising concerns about deteriorating customer service among major delivery firms.
Declining Standards Across Major Delivery Firms
The survey assessed the top five parcel delivery companies—Royal Mail, Amazon, DPD, Yodel, and Evri—based on customer service, delivery issues, and accessibility for customers with specific needs. While Royal Mail and Amazon scored three out of five stars overall, the study noted a decline in customer service standards across all providers except DPD.
Issues such as late deliveries, parcels left in insecure locations, and difficulties resolving complaints were widespread. According to the survey:
- 36% of UK online shoppers experienced a delivery problem in the past month.
- Yodel (42%), DPD (40%), and Evri (37%) were the most frequently associated with issues.
- Nearly half (48%) of those who encountered a problem faced further challenges trying to resolve it, the highest level in three years.
Calls for Regulatory Action
Citizens Advice has urged Ofcom, the UK’s communications regulator, to investigate delivery companies with failing complaints processes and impose fines if necessary. The charity also called for expanded guidance to ensure customers with accessibility needs can communicate their requirements effectively to parcel firms.
Clare Moriarty, chief executive of Citizens Advice, said:
“For four years in a row, our parcels league table shows that poor-performing parcel companies are stuck in transit when it comes to customer service. With a seasonal surge of deliveries on the horizon, companies must do more to protect shoppers. We need Ofcom to address the root cause of these persistent failings and hold companies accountable where necessary.”
Delivery Companies Respond
The delivery firms included in the study defended their operations, emphasizing their commitment to improving services:
- Amazon: A spokesperson said the vast majority of deliveries were completed without issues and pledged to address problems directly with customers.
- Yodel: The company highlighted its “Have Your Say” feedback system, with 86% of respondents reporting a positive experience from over 5.5 million surveys in the past year.
- Evri: The firm said it delivers 800 million parcels annually, with over 99% arriving on time, and has partnered with disability charity Scope to improve accessibility.
- Royal Mail: The company stated it leads the industry in offering accessibility options and has implemented improvements like automatic redelivery and accessible complaints processes.
- DPD: The firm disputed the survey’s findings, pointing to high customer satisfaction scores from alternative surveys, including a recent Which? report and the MoneySavingExpert poll.
Survey Details
The research was conducted by Opinium, surveying 8,011 UK adults between September 13 and October 11, who had received a parcel from the major firms within the last month.
With delivery problems on the rise, shoppers are being urged to stay vigilant during the holiday shopping season and report any issues promptly to protect their consumer rights.
Ahead of Black Friday and Christmas
Nearly 15 million online shoppers in the UK—more than a third of all customers—reported parcel delivery issues in the past month, according to an annual study by Citizens Advice. The findings come just before the busy Black Friday and Christmas shopping period, raising concerns about deteriorating customer service among major delivery firms.
Declining Standards Across Major Delivery Firms
The survey assessed the top five parcel delivery companies—Royal Mail, Amazon, DPD, Yodel, and Evri—based on customer service, delivery issues, and accessibility for customers with specific needs. While Royal Mail and Amazon scored three out of five stars overall, the study noted a decline in customer service standards across all providers except DPD.
Issues such as late deliveries, parcels left in insecure locations, and difficulties resolving complaints were widespread. According to the survey:
- 36% of UK online shoppers experienced a delivery problem in the past month.
- Yodel (42%), DPD (40%), and Evri (37%) were the most frequently associated with issues.
- Nearly half (48%) of those who encountered a problem faced further challenges trying to resolve it, the highest level in three years.
Calls for Regulatory Action
Citizens Advice has urged Ofcom, the UK’s communications regulator, to investigate delivery companies with failing complaints processes and impose fines if necessary. The charity also called for expanded guidance to ensure customers with accessibility needs can communicate their requirements effectively to parcel firms.
Clare Moriarty, chief executive of Citizens Advice, said:
“For four years in a row, our parcels league table shows that poor-performing parcel companies are stuck in transit when it comes to customer service. With a seasonal surge of deliveries on the horizon, companies must do more to protect shoppers. We need Ofcom to address the root cause of these persistent failings and hold companies accountable where necessary.”
Delivery Companies Respond
The delivery firms included in the study defended their operations, emphasizing their commitment to improving services:
- Amazon: A spokesperson said the vast majority of deliveries were completed without issues and pledged to address problems directly with customers.
- Yodel: The company highlighted its “Have Your Say” feedback system, with 86% of respondents reporting a positive experience from over 5.5 million surveys in the past year.
- Evri: The firm said it delivers 800 million parcels annually, with over 99% arriving on time, and has partnered with disability charity Scope to improve accessibility.
- Royal Mail: The company stated it leads the industry in offering accessibility options and has implemented improvements like automatic redelivery and accessible complaints processes.
- DPD: The firm disputed the survey’s findings, pointing to high customer satisfaction scores from alternative surveys, including a recent Which? report and the MoneySavingExpert poll.
Survey Details
The research was conducted by Opinium, surveying 8,011 UK adults between September 13 and October 11, who had received a parcel from the major firms within the last month.
With delivery problems on the rise, shoppers are being urged to stay vigilant during the holiday shopping season and report any issues promptly to protect their consumer rights.