Which? launches a campaign to Stamp Out Dodgy Deliveries

21-10-2014

Which? has launched a campaign targeting shops to improve the delivery service they provide. We want retailers to:

  • Provide specific time-slots for deliveries on a named day
  • Inform customers of the estimated delivery time on the day of delivery
  • Ask customers to specify what to do if the delivery is unsuccessful

New Which? research reveals one in four people have had a problem with a delivery in the past 12 months as it launches a campaign to Stamp Out Dodgy Deliveries.

Six in 10 (60%) UK consumers say one of the reasons they shop online is due to the convenience of having the product delivered, but Which? has found one in four (26%) have had a problem with a delivery in the past 12 months.

Delivery issues included parcels being late (17%), not delivered (3%) and even damaged (2%).

Which? also asked people what frustrated them and a third (36%) of people said not being able to choose a suitable delivery time was an irritant when shopping online. Not being informed of the time goods will be delivered (26%) was also a gripe, along with delays in receiving an item (15%) and getting goods that are damaged (11%).

Which? has launched a campaign to Stamp Out Dodgy Deliveries, targeting shops to improve the delivery service they provide. It wants retailers to:

  • Provide specific time-slots for deliveries on a named day;
  • Inform customers of the estimated delivery time on the day of delivery by phone, email or text;
  • Ask customers to specify at the time of purchase what to do if the delivery is unsuccessful.

Which? executive director, Richard Lloyd, said: “One of the attractions of shopping online is the convenience of having your items delivered but we’ve found the experience can be anything but convenient. “We want shops to do more to ensure that the service is first class, first time. Retailers need to respond to consumers’ demands and stamp out dodgy deliveries.”

To support the campaign to Stamp out Dodgy Deliveries visit www.which.co.uk/stampout