Package companies fail to deliver in new ranking: Hermes and Yodel named as worst-performing companies
Package companies have been tricked by customers, with Hermes and Yodel performing worst in a new ranking released by Citizens Advice.
The table, which compares top parcel companies by criteria such as customer service, problems and accessibility, showed that no delivery service received more than three out of five stars in total.
It also found that DPD scored lowest when consumers were asked if they’d had a problem with their last delivery, with two in five customers reporting one.
As a result, Citizens Advice warns that urgent action is needed in the parcel delivery industry.
Parcel companies have been tricked by customers, with Hermes and Yodel the worst performing
Online sales are up 56 percent from pre-pandemic levels and the charity is warning that package problems have exploded during that time.
Citizens Advice’s online advice guide ‘If something you’ve ordered hasn’t arrived’ has been viewed nearly 160,000 times this year so far, a 69 percent increase from the same period before the pandemic in 2019.
The top five delivery companies by parcel volume were measured against four criteria, including quality of service, accessibility, customer service and trust.
It turned out that Hermes and Yodel performed the worst, with 1.5 and 1.75 stars respectively. Amazon Logistics scored the highest, but with only 2.75 stars overall.
Meanwhile, DPD scored lowest when consumers were asked if they’d had a problem with their last delivery.
About 41 percent of customers surveyed by Citizens Advice reported a problem with their latest delivery, while at the top 32 percent of Amazon Logistics customers reported a problem.
When solving problems, 48 percent of those surveyed were unable to get the help they wanted. This rose to 56 percent for Yodel and 43 percent for Amazon Logistics.
Hermes was voted the worst parcel delivery company by customers, according to Citizens Advice
It also used data from Citizens Advice Consumer Services, consumer surveys and complaints via social media.
A number of people have contacted the charity to complain about the service provided by parcel companies, including a man who received confirmation that a pair of headphones he ordered had been delivered to Australia, despite living and having them at his address in Hertfordshire. ordered.
Another man says he had to repeat his problem to nearly 30 different customer service representatives when his £150 package was stolen.
A woman also contacted the charity after a driver claimed her son’s £350 birthday present had been delivered, although her CCTV clearly showed they left with it.
Now Citizens Advice is calling for stricter rules for parcel companies, better complaint procedures and fines from the regulator, Ofcom, if the company’s negligence causes parcels to be lost or stolen.
Dame Clare Moriarty, chief executive of Citizens Advice, said: ‘Package deliveries have become a lifeline for all of us, but the scale of the problems many of us are experiencing shows huge cracks in the industry.
“While Amazon Logistics and Royal Mail are at the top of the list, there is still a lot of room for improvement. And Hermes and Yodel need to move forward by leaps and bounds to ensure they provide solid service to their customers.
“While this should be a wake-up call for businesses to strive for five-star consumer service, we have serious concerns about the extent to which businesses will improve if left to their own devices.
“Our findings show that it is time for Ofcom to step up and introduce stricter rules across the board for delivery companies.”
DPD scored lowest when consumers were asked if they had a problem with their last delivery
This is Money has reached out to all of the delivery companies mentioned for comment.
An Amazon Logistics A spokesperson said: “Every day, amazing employees and independent delivery partners at Amazon come together to provide our customers with fast, reliable and safe delivery.
‘The vast majority of deliveries reach the customer without any problems. In the rare event that something happens, we work directly with customers to make it right.”
AN DPD spokesman added: ‘We do not recognize the findings of this study at all and have raised serious concerns about the methodology directly with Citizens Advice.
‘Our own data shows that more than 99.5 percent of all DPD parcels are delivered correctly the first time.’
Mike Hancox, CEO at yodeling said: ‘We are always striving to improve all aspects of our services and welcome customer feedback.
“While these results suggest there are still areas we can work on, other independent review platforms — such as Trustpilot — show how much our service levels have improved.”
Meanwhile, a royal mail spokesman said: ‘Royal Mail is proud to deliver to over 31 million addresses in the UK. With unparalleled reach across the country, our customers continue to rely on the knowledge, expertise and reassurance of the Royal Mail brand.
“We are committed to continuously improving our services while reinventing the way we deliver to and from our customers.
“This includes recent improvements, such as starting to collect and deliver packages from customers’ homes, deliver on Sundays and continuously refine our estimated delivery windows to make it more convenient for our customers.”
To make the ranking, it compared the top 5 parcel delivery companies (by estimated parcel volumes) in the UK based on data from a number of sources.
Hermes is one of the companies called out for failing to help customers with package issues
Top tip for tackling parcel delivery issues
Citizens Advice Consumer Expert Jane Parsons gives her top tips for dealing with parcel delivery problems:
1. Check the delivery information: Before placing an order, read the delivery times, costs and return policy for the items you want
2. If you are not at home during labor: Consider asking a neighbor or friend to have it delivered to their address if you think it’s a time or date you won’t be home.
But beware, if you provide details about a safe space or a nominated neighbor and something goes wrong, that is not the responsibility of the seller or carrier.
3. Online trader or online marketplace? Make sure you know whether you are dealing with a merchant or a private seller on an online marketplace, as dispute procedures may differ.
If you have a problem with a merchant, a dispute can be filed with them directly, but if it’s a private person, it may be easier to go through a marketplace’s dispute resolution process,
4. Check Reviews: It’s always worth looking at reviews carefully to understand how reliable the company is and how well they handle complaints about missing packages and refunds,
5. Who to deal with if a package is missing: Your purchase and contract is with the seller. If your package is lost, you should talk to them to resolve the issue, not the courier company.
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