Citizen’s Advice has today revealed its latest parcel league table 2023. For the third year running it has found widespread issues across the market. The 5 largest delivery companies in the UK (by estimated parcel volumes) have been compared against four indicators. All of the parcel companies scored under 3 stars overall out of a possible 5. This year, the difference between first and last place was smaller than ever. But who came bottom and who came top in the Citizen’s Advice Parcel League Table 2023? What are your delivery rights? Read on to find out.
The main key statistics of the Citizen’s Advice Parcel League Table 2023 are:
- 1 in 3 people experienced a problem with their last parcel delivery
- 1 in 5 (19%) people reported they had an accessibility need that they would have liked to share with their parcel delivery company.
- Half of customers who had issues trying to resolve a parcel problem said the process was difficult.
- 2 in 5 who experienced a parcel problem with their last delivery, had further issues when trying to resolve their initial problem.
- 40% who had issues resolving a parcel problem were dissatisfied with the outcome of the complaints process.
- 8% of customers were not happy with the parcel company who made their last delivery
What are the four main indicators in the Citizen’s Advice Parcel League Table 2023 report?
Delivery problems
Missing a delivery, a parcel arriving late or being left in an unsafe location
Accessibility
Taking longer to get to the door or not being able to reach certain parcels
Customer service
The ability to make a complaint about an issue and get issues resolved timely
Trust
How people view the courier company that delivered their parcel
What are the results of the survey?
Amazon and Royal Mail scored highest in the Citizen’s Advice Parcel League Table 2023 but no company scored 3 stars out of 5 on overall score .
Evri and Yodel came joint last, each with 2 stars out of 5.
Citizen’s Advice
What are the recommendations following the Citizens Advice Parcel League Table 2023?
As a result of the Citizen’s Advice Parcel League Table 2023 the recommendations are:
Parcel companies should reduce the amount of delivery problems consumers face, with a particular focus on parcels being left in an insecure location. Their results suggest this is one of the biggest factors driving poor consumer experience and is largely preventable.
Ofcom should conduct a review of the new complaints and accessibility guidance by April 2024 and consider enforcement action if there have been no significant improvements.
Ofcom should expand its monitoring processes, to fully capture the type and rate of delivery problems. This should include issues consumers have when they both receive and send parcels. And results should be used to take action against companies with persistently high rates of problems.
What are your delivery rights?
When you agree to buy goods, you enter into a contract with the retailer NOT the courier company. You should complain to the retailer as soon as you become aware of any delay, damage or loss. This also applies if you feel that it is poor customer service on the part of the courier, which has caused the issue. It is up to the retailer to investigate, find a solution and if appropriate provide a refund or appropriate redress.
Retailers are expected to deliver purchases within a reasonable time frame usually within 30 days from the date of purchase. Failure to do so and after any agreed deadline is a breach of contract under the Consumer Rights Act 2015.
If your delivery was time specific i.e. a date was specified when you agreed the contract and it does not arrive at the specified time then you can claim for a refund including postage costs accordingly.
If you didn’t agree a delivery date and the parcel is late then you should try to liaise regarding a delivery date so the retailer has the opportunity to fulfil the order. However, if the new deadline is not met then this is a breach of contract and you can request a refund.
Statement from Evri:
“We are disappointed with where Citizens Advice has placed us in its parcels league table – after a year of significant investment and listening to our customers to improve our service. Our ambition is that every customer’s experience with Evri is a positive one, and we work hard to understand each instance when this is not the case. Our rising parcel volumes are proof that customers and retail clients are voting with their feet and trust us with their deliveries. We have invested more than £130 million to improve our UK operations in the last two years with 99% of the 730 million parcels we handle annually delivered on time.”
What are your experiences of parcel delivery companies? Who would you rate as the best and worst? Do you agree with the findings of the Citizens Advice Parcels League Table 2023, Please let me know in the comments.
I cancelled my Amazon Prime membership last week as almost every delivery is made to the wrong address. We have even put up signs specifically for Amazon deliveries but they don’t pay any attention and either deliver to the wrong address or leave the package in an insecure area, despite having specific instructions.
When trying to address the issue with Amazon you have to deal with a hat it and a standard reply. They won’t even process a complaint until 48 hours have passed since the time they tell you the item has been delivered, yet they charge £8.99 a month for the service.
That’s really disappointing- but not surprising- to hear Dallas. I’ve heard similar reports from others. Complaints procedures and general processes really need to be reviewed.
I sent two mobile phones in Sept by Evri and they were both stolen after collection by Evri. Evri are absolutely hopeless to deal with. customer services is none existant and is bot driven, so impossible to speak to a human. Jhey just don’t care. never again will I use them and will warn others that they are complete shower!
I have my last FOUR Evri packages retured to the sender before they made an attempt to deliver. I find it impossible to speak to them about this as once you enter the tracking number all you get is ‘the parcel is on its way back’ with no explanation as to WHY!!!.
I have had delivery at someone else’s house and never found , I have on another occasion a parcel delivery dilemma with incorrect address and yet when you contact them all they say is it’s noted ,,, and yet each week they say it’s on its way,,, no possible way to contact by phone or email and result was a demand for refund from retailer who also couldn’t get in touch with evri
They are the worst and cheapest way to deliver
EVRI continues to disappoint despite their increased and artificially inflated Trustpilot rating which is based on a false premise. The main issue is the questionable and disingenuous practice of only asking for a rating if there is a positive outcome i.e if a parcel is delivered, a customer is invited to rate the courier, not the company, whereas, if a parcel is not delivered the customer is not invited to provide a rating. Therefore, the vast majority of ratings are based on a positive outcome. Trustpilot allow this practice because the likes of EVRI pay them big bucks.
EVRI are still failing thousand of people, their customer service facility is bot driven, not fit for purpose and they really don’t seem to care enough to fix it properly.