RETURN TO SENDER
The best and worst parcel firms to use this Christmas revealed – and your rights if things go wrong
Plus we reveal your rights when firms don't deliver the goods
THE best and worst parcel delivery services to use at Christmas have been revealed.
While Santa is busy delivering packages across the world, Ofcom has revealed the latest ranking based on customer satisfaction.
1
Evri, formally Hermes, and Yodel customers were found to be the least satisfied, while Amazon and DHL are the best performers, according to the industry watchdog.
Yodel performed below average on some aspects of its customer contact processes, contributing to a satisfaction score of 38 per cent.
Meanwhile, Evri, had the lowest levels of satisfaction.
However, the delivery firm improved on its 2023 performance, closing the gap at the bottom of the table with its satisfaction score increasing from 26 per cent to 32 per cent during the last year.
read more money news
At the other end of the scale, Amazon and DHL secure the highest levels of customer satisfaction, with 56 per cent and 55 per cent, respectively.
FedEx slipped to third place, with its proportion of satisfied parcel recipients falling from 58 per cent in 2023 to 52 per cent in 2024.
It comes as eight in 10 parcel recipients (78 per cent) were satisfied with parcel firms, while 67 per cent had delivery issues in the past six months.
The most common issues experienced are delivery delays (27 per cent), parcels being left in an inappropriate location (23 per cent), the delivery driver not knocking loudly enough (20 per cent), and not being given sufficient time to answer the door (19 per cent).
Most read in Money
Across the UK, measured parcels increased by 8.3 per cent to 3.9 billion items in 2023-24, close to the 4.0 billion pandemic peak in 2020-21.
Data also showed that UK addressed letter volumes fell by 9 per cent to 6.6 billion items in 2023-24.
Make sure your presents arrive on time this festive season with these postage tips
Last year, Royal Mail won back some of the parcel volumes and revenues it lost the previous year because of industrial action.
However, the company continues to make a loss; and, while it has made productivity improvements, these are behind expectations.
Despite this continued trend, this year’s research shows that around two thirds (64 per cent) of people said post is important to them for staying in touch with friends and family. Eight in 10 (82 per cent) said there are things they will always need to send by post.
What are my rights?
Below, we explain the biggest and most common blunders when shopping online and what you should do next.
Poor customer service
If you ordered an item from a retailer, your contract is with it and it should sort out any delivery mishap.
When you complain, you will need to include key details like your order number, so make sure you have it noted down somewhere.
Next-day delivery
Under the Consumer Rights Act 2015, you are due a refund on the extra charge you paid to get next day delivery if your parcel doesn't arrive in that time frame.
Moneycomms personal finance expert Andrew Hagger previously told The Sun: “If you shelled out extra for special or faster delivery and your order gets to you later than was specified, you can claim back the extra delivery cost as the service wasn’t delivered as per your agreement.”
Claim back the money from the retailer – not the parcel firm.
Missing parcel
If your parcel goes missing, you should contact the shop you bought it from to sort it out.
Before you order your package, ensure you read the seller’s delivery terms and conditions.
Some firms automatically leave items on the porch if you or your neighbours aren’t in – so leave a note outlining a safe place.
You could argue there has been a breach of contract if a package is left on the doorstep without your permission.
Broken contents
It's disappointing to wait for a parcel, then open it to discover its contents are broken.
You should immediately report any damage to the retailer and take photos as evidence.
If you struggle to get a response and you paid more than £100 using a credit card, use Section 75 of the Consumer Credit Act to claim a refund.
It covers you for faulty goods, missing deliveries or the retailer going bust.
You should ring your card provider's customer services.
If you paid by debit card, you may be able to use Chargeback.
Return fees
Some retailers have started charging customers to send back items for refunds.
So make sure you check before placing an order - you should see this information in the company's refund conditions.
Make sure you are prepared to cough up any return charges and factor this into your budget.
READ MORE SUN STORIES
But if you are returning your item because its broken or faulty, you should be able to claim back this cost.
Plus, The Sun spoken to consumer expert Jane Hawkes about she managed to win hundreds of pounds in compensation by complaining.
Topics