Parcel Delivery Complaints Triple Amid UK Covid Online Shopping Boom | Business


Complaints about delivering packages to Citizens Advice have tripled since the coronavirus hit, as shoppers turned to online orders.Before the busiest time of year for home deliveries, the charity reminds consumers that it is the seller’s responsibility to deliver the items to the buyer’s door and that consumers have the right to a refund in the event of failure of its service.

The various restrictions on purchases in place since March have led to a sharp increase in online shopping. Figures from the Office for National Statistics show that in May, the web accounted for 33% of retail sales, down from 19% a year earlier.

When stores reopened over the summer the proportion declined, but with a new lockdown in place in England, May’s figure could be beaten.

Citizens Advice said its consumer service received three times as many calls regarding delivery issues since March compared to the same time last year. Its Parcel Delivery Rights webpage received twice as many visits this year compared to 2019.

His report echoed the Guardian’s own mailbag, which also saw a large number of complaints about packages being delivered to the wrong address and stores wrongly refusing to reimburse the customer.

A woman who contacted the charity for help said she had “only had problems with the couriers”.

Sandra, 77, has been protected because of her age and has become dependent on deliveries for gifts on family occasions.

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“The parcel companies have delivered so many damaged packages. I’ve had articles that say they arrived when they didn’t, so I find myself chasing people which is extremely difficult because most businesses don’t answer their phones ”, she declared.

“The packages I ordered are really important to me and to my loved ones. So when they don’t or don’t show up completely crushed, it’s absolutely heartbreaking. I have completely lost confidence in the process.

Alistair Cromwell, Interim Managing Director of Citizens Advice, said: “It’s not fair that the number of people having issues with packages is so high. With Christmas and Black Friday on the horizon, it’s important to remember that it’s the seller’s responsibility – not yours or the courier’s – to make sure the item gets to you. “


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