A NEW poll has revealed the best and worst delivery firms in the UK and its Yodel that tops the list of worst offenders.
The survey by MoneySavingExpert.com exposes the companies that have been rated worst for their service, and founder Martin Lewis is hitting back at the substandard firms by urgingretailers to stop using their crap delivery services.
The poll, which attracted votes frommore than 11,000 people, reveals how just 18 per cent of people rated Yodel great for its service, while a staggering 57 per cent rated it poor.
Many shoppers wont be shocked to see Yodel top the worst offender chart, as the firms service regularly gets rated amongst the poorest in the country.
City Sprint ranked second worst in the poll, with13 per cent of voters saying the service was greatwhile 37 per cent said it was poor.
iPost Parcels came third, with 36 per cent of voters calling its service poor.
The four best-performing companies are the same as last year, with Royal Mail Parcels just snatching back second-best place from Collect Plus.
A massive 71 per cent of DPD customers said their experience was great, compared with second-place Royal Mail Parcels at 49 per cent.
Collect Plus, part-owned by Yodel, scored 47 per cent for great service.
Martin Lewis said: We live in the age of delivery, yet service levels from some firms are dire.They dont ring the doorbell, parcels are misdelivered, theyre left in bins or under cars and it leaves many grinding their teeth in frustration.
Part of the problem is that we usually have no choice about the delivery firm used, as the retailer we buy from decides it.Worse, we have no relationship with the delivery firm as the retailer is their employer.
Martin continued: I was once booed by a conference of senior retail-company bigwigs when I told them that I hoped they suffered brand damage if the firms they chose to do deliveries messed up.
Yet this is important. If you have had an abominable delivery service, complain to the retailer and make sure they know hopefully they can rectify the situation. And make them justify why they use firms with dire reputations.If they wont do it, then we must vote with our pockets and stop buying online from firms that use crap delivery services.
A spokesman for Yodel said:Having seen the MSE poll results on parcel delivery firms, were disappointed with our standing.
We survey, on average, 4,100 customers a day which equates to over 20,000 customers a week, which is more than any other independent poll. Comparing it to our own customer data, over the last 6 months, we have consistently averaged over 80 per cent positive feedback.
We continuously challenge ourselves to improve our service and we have seen huge improvements over the last 2 years but clearly we still have significant ground to make up.
Although its hard to know which delivery firms online retailers use, sometimes online shops will state it on the delivery section of their website.
Asos and Amazon, for instance,use DPD and Hermes, as well as a few others.
WHAT ARE YOUR RIGHTS?
My item is damaged
If you receive a damaged packageyou are protected under the Consumer Rights Act.
This actstates that the seller is responsible for goods up until they are delivered to the consumer. Any damage to the item incurredin transit is the sellers responsibility.
You should complain to the online retailer you bought the item from, rather than the delivery company.
My item was left outside and stolen
There are no clear rules about who is responsible when a courier leaves a package outside of the home and it is stolen.
Which? however saysyou can argue that the company is in breach of contract and should replace and redeliver your item.
Although the seller may argue that the goods were taken to the address specified by you in your order, you could argue that this means handing the goods over to you or to someone else at home to receive them, it said.
My package was late / wasnt delivered
Under the Consumer Rights Act, goods should be delivered within 30 days unless a different time period is agreed.
You wont have much grounds for complaint if the estimated delivery period is five days, and you complain on the fifth day of not receiving your package.
However, if the estimated delivery period is two days and two weeks have gone by, and you still havent received your order, you could argue that a reasonable time had passed.
Again, you should complain to the retailer, not the delivery company.
If your package is late and you paid for express or next-day delivery, or for a package to arrive on aspecific day, then you should ask for a refund on the charge for the delivery.
If there was no specificdelivery date, as long as the parcel arrives within 30 days then itisnt classified as late so you cantget a refund on the delivery charge.
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