More than a third of UK online shoppers—equating to nearly 15 million people—experienced parcel delivery issues in the past month, according to Citizens Advice’s annual study. Released just ahead of the Black Friday and Christmas shopping surge, the findings point to worsening customer service among the UK’s leading delivery companies.
The survey revealed that 36% of online shoppers encountered delivery issues, including parcels arriving late or being left in insecure locations. These problems were most prevalent among customers of Yodel (42%), DPD (40%), and Evri (37%).
Adding to the frustration, 48% of those who faced delivery issues reported further challenges when trying to resolve their complaints. The survey noted this as the highest rate in three years, with customers struggling to find the correct contact details or receiving no response from companies.
The Citizens Advice parcels league table, which evaluates the top five delivery firms—Royal Mail, Amazon, Yodel, DPD, and Evri—found that customer service scores have dropped for most companies compared to last year. Only DPD’s score remained steady.
The table assesses performance based on three criteria: customer service, delivery reliability, and accessibility for those with additional needs. Despite the overall decline in standards, both Royal Mail and Amazon achieved an average score of three out of five stars.
In response to the findings, Citizens Advice called on the UK communications regulator Ofcom to investigate companies with failing complaints processes and consider imposing fines. The charity also urged the regulator to expand its guidance to ensure people with accessibility needs are better supported by parcel companies.
Clare Moriarty, Chief Executive of Citizens Advice, stated:
“Worrying numbers of people face having to chase lost, late, or damaged parcels. Those with accessibility needs are continuing to be overlooked. With a seasonal surge of deliveries on the horizon, parcel companies must do more to protect shoppers. Ultimately, Ofcom needs to address the root cause of these persistent failings and fine offenders where necessary.”
Delivery firms provided mixed responses to the findings:
The Citizens Advice study was based on a survey of 8,011 UK adults conducted between 13 September and 11 October 2024. Respondents had received parcels from the five evaluated firms during this period.
With the holiday season poised to bring a sharp increase in parcel volumes, the study raises urgent questions about the capacity of delivery firms to meet customer expectations. As consumers brace for the busiest shopping period of the year, all eyes will be on parcel companies to see if they can address these persistent service issues or if the holiday rush exacerbates existing challenges.
The Hoxton Trend is a vibrant content hub for premium menswear enthusiasts, collectors, and everyday fans of clothing and style. Our mission is to empower our community by helping them navigate the world of clothing, offering entertaining and informative content, and connecting them to the right people, places, services or stores based on their requirements.
As a leading resource for premium menswear, we provide expert insights, comprehensive reviews, coverage of prominent figures in the industry, and practical guides to clothing and fashion, stores, outlets and destinations to shop.
Over the years our influence has grown and spanned YouTube, Instagram, and Facebook, including an active Facebook Marketplace group with over 17,500 active community members. The Hoxton Trend is more than just another content creator; it’s a thriving community of like-minded individuals connecting over a shared passion for clothing culture, menswear, and connection.
We may earn a commission when you use one of our coupons/links to make a purchase.
