Which have published findings from a survey claiming that 25% of people say they’ve had a bodged delivery in the past year and are calling for retailers to ‘Stamp out dodgy deliveries‘.
They’re probably right, but that figure does include those for whom a bodged delivery was a missed delivery as well as parcels being late (17%), not delivered (3%) and damaged (2%).
According to the findings, a third of people said not being able to choose a suitable delivery time was an irritant when shopping online. A quarter are also peeved when they’re not told the time goods will be delivered.
Which correctly say that it’s up to the retailer to put things right when they go wrong, but appear to have missed the fact that many delivery companies including Royal Mail don’t have the technology to give delivery time slots in advance, although many now can at least give notification of the delivery date.
Which say “We’re calling on retailers to step up. We want them to give specific time-slots for deliveries, to confirm the time with you on the day of delivery and to ask you upfront what to do if your delivery’s unsuccessful“.
Which executive director Richard Lloyd added the comment: “We want shops to do more to ensure that the service is first class, first time. Retailers need to respond to consumers’ demands and stamp out dodgy deliveries“.
Where does that leave you and me? Well if you’re shipping a low cost item the chances are it’s going to be shipped untracked with Royal Mail. Sure we could pay a fiver for a DPD tracked, timed slot and text/email notification, but the customer is hardly likely to pay that price for something like a £2 mobile phone screen protector.
Yes you’re responsible, but customers also need to be realistic about the fact that if the post is late, they don’t know what time the post will arrive or if you offer a choice of delivery options and they select the economy service, that ultimately they’ll get what they pay for.
Which have a Stamp out Dodgy Deliveries petition on their website (which at the time of writing a few (94) of the UK’s 60m population have signed.
The alternative of course would be for Which to lobby all delivery companies to up their level of service to the likes of DPD, who without a doubt stole a march on their competitors with their delivery experience. That again costs money though and will ultimately take away consumer choice and drive prices up.