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Christmas shoppers spend two hours fixing online delivery problems

Wed, 07 Dec 2016
Citizen’s Advice has revealed people ordering Christmas presents online end up spending an average of two-and-a-half hours trying to sort out the problem.

The charity analysed approximately 2,000 phone calls that it received in the past year. It was found that many people struggled to get hold of the delivery company used, when they had a problem, and they were also unsure on who was to blame for delivery problems. This included not knowing who owed compensation for their delivery being lost, damaged or late.

Last year, there were nearly 5m delivery problems, taking almost 12m total hours to be resolved, the charity revealed. This equates to just less than two-and-a-half hours per person on average, while shoppers were reportedly left £150m out of pocket (£30 per parcel on average).

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."

Keep hold of any receipts for postage, so you can claim compensation if required, and consider using special delivery services for valuable items.
 
 
 
 
 
 
 
 
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