69% of shoppers had issues with Christmas deliveries last year as fears grow of more chaos this year

Over two thirds of shoppers experienced at least one problem with their Christmas deliveries last year as shoppers fear even more disruption this year.

According to a new survey from Which?, 69 per cent of customers experienced issues including forged signatures, missing parcels and even deliveries ending up in food waste bins last year.

A further 23 per cent of the 2000 shoppers who were interviewed said at least one delivery never arrived, while 18 per cent said their parcels arrived late, including 11 per cent that said it didn’t arrive in time for Christmas.

“Christmas is when we really want parcels to arrive on time – but unfortunately it’s also peak time for late, damaged or missing deliveries and we have heard stories of shockingly bad service from the big courier firms,” Which? consumer rights expert Adam French said.

READ MORE: Lockdown Black Friday must be “halted in its tracks” to avoid delivery chaos and £1.3bn loss

This year as many shops remain shut across the UK and swathes of the country continue to shun physical stores in favour of online orders, delivery issues are set to be even more prevalent.

According to delivery expert ParcelHero’s David Jinks courier companies are already vastly overstretched this year, and the continuing online boom threatens to push delivery networks to breaking point.

“Last year, 387 million of the 462 million Christmas peak deliveries were online shopping orders,” Jinks said.

“This year, retailers’ deliveries alone will put an estimated 592 million parcels in the system in the weeks before Christmas.”

Separately, which found the UPS was the worst rated courier service between March and August among the 13,000 shoppers it surveyed.

UPS says it does not comment on third party research.

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Delivery / Supply Chain


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