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Online delivery problems sees Christmas shoppers spend two hours fixing them
Wed, 07 Dec 2016
Citizen's Advice has warned that Christmas delivery problems will see the average online shopper face two-and-a-half hours of hassle resolving the problem.

Unsurprisingly, Christmas is the busiest time of the year for shopping, which can cause delivery problems due to resources being stretched. Last year, there were 4.8m delivery problems, according to the charity. These problems reportedly resulted in shoppers spending a total of 11.8m hours sorting it all out, equating to around two-and-a-half hours.

The problems equated to shoppers being down a staggering £148m in total (£30 per parcel). Citizen's Advice analysed 2,000 phone calls over the last year, and found that many customers experienced problems getting hold of the delivery company used. Another big issue was shoppers not knowing who was responsible for delivery problems, and therefore not knowing who should pay compensation.

Gillian Guy, chief executive of Citizen's Advice, said: "Shopping online should make people's lives easier - but not if their items turn up damaged or don't arrive at all. 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 onto the parcel companies."

It is recommended to keep hold of receipts when you post any parcels, so if anything were to happen to it, you could still receive compensation. For valuable items, consider using special insured postal services.
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