Complaints about delivery services have been increasing for some time now. In the last year the rises have been huge – our annual statistics show complaints about package deliveries rising a huge 155% – but the pandemic has brought a whole new wave of issues for consumers.
It goes without saying that every time we write about parcel delivery, it touches a nerve. People are literally seething about some of the crazier scenarios. Everyone has a story – from delivery companies that don’t attempt to deliver to items left in bins or chucked over fences.
But given the increase in deliveries during lockdown, it can be hard to know who to contact if something hasn’t turned up and how to complain if you’ve not got what you’ve ordered. That’s why Resolver CEO Alex Neill has been talking to the BBC’s Your Money and Your Life this morning to answer these burning questions, and we have put together our guide on how to sort that dodgy delivery issue.
Delivery problems – know your rights
Who do I complain to if my package hasn’t turned up?
What if the retailer or delivery company tell me the package has been delivered – but it hasn’t?
I’ve received my order – but it’s broken. What do I do?
How about if my delivery is late or is going to be delayed?
These rules just cover the basic rights, not the full range of scenarios that might occur. For example, though there isn’t a specific rule that covers goods left with a neighbour without permission, the rules do cover the ‘delivery’. So if you’ve not received the goods directly or given instructions for them to be delivered elsewhere, you can pursue a complaint.
If you’re not getting the answers you need or you feel you’re being given the runaround then use Resolver to help sort out your complaint for free.