Delivery chaos expected over the Christmas period

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Three hundred and ninety million parcels will be delivered over the Christmas period this year, with the number of delivery problems expected to match last year’s 32 per cent growth.

Citizens Advice has reported that online shoppers who do experience delivery problems this year will spend an average of two-and-a-half hours sorting it out.

Last year 4.8 million shoppers experienced delivery problems, costing on average £30 per parcel for those left uncompensated due to damaged goods, hours wasted or time away from work.

After customers were left more than £148 million out of pocket last year, Citizens Advice stated to shoppers that it was the retailers’ responsibility to rectify delivery problems and compensation should be given.


READ MORE: Study finds retailers must adapt to flexible delivery demands


According to a study carried out by the charity, difficulty contacting the delivery company, confusion about responsibility and unexpected handling fees were the most common problems last year.

“Shopping online should make people’s lives easier – but not if their items turn up damaged or don’t arrive at all,” Citizens Advice chief executive Gillian Guy said.

“We’re expecting more people to seek our help over the festive season as consumers try to track down gifts or look to get compensation for items that are broken or never arrive.

“It’s really important people know that if an item they’ve ordered doesn’t turn up – or if there is a problem with it – it is for the retailer to sort out.

“Businesses also need to make sure they are upholding people’s rights by looking into delivery problems themselves instead of passing customers on to the parcel companies.”

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