MORE than 80% of people living in areas of rural Scotland have been refused delivery of online goods because of their location, a new survey has revealed.
It found customers living in areas classed as "remote" are often charged excessive postage fees, with many denied delivery at all when buying goods.
Of almost 900 people interviewed, 84% reported they had been refused delivery because of their location, and 85% said they have now warned friends and family against using certain companies because of their high charges.
One customer said some companies automatically hiked up fees for "anywhere with an IV postcode", which includes the city of Inverness.
Respondents to the survey, which was carried out by Citizens Advice Scotland, included residents from the Highlands, Argyll and Bute, the Western Isles and Orkney.
The advice bureau said it was not naming the companies accused until further research is carried out in the new year.
However, some examples cited by shoppers included electrical giant Comet, The Book People and certain companies that are affiliated to Amazon and eBay.
Among the complaints in the survey are claims that many companies state that they offer free delivery but then charge large fees for people in rural areas or refuse to deliver at all.
Other complaints were that some companies use expensive couriers for their deliveries instead of Royal Mail, which delivers to all UK postcodes for a cheaper rate.
One customer, from Orkney said: "I tried to buy a sink off a supplier through eBay and he quoted me a delivery charge of £110. I wanted to ask if he was buying it a seat on the plane."
Another online shopper from the Argyll area said: "We always shop around, taking particular account of delivery charges.
"We are only three-quarters of a mile from the main Glasgow to Campbeltown trunk road but we are often treated as if we inhabited some remote island."
Citizens Advice Scotland is reopening the survey today after receiving an "unprecedented response" when the original survey closed.
Campaign co-ordinator Angela Murphy said: "We've been taken aback by the scale of the response, and the anger expressed by consumers.
"It's without doubt the biggest response we've ever had to a survey of this kind. The comments reveal huge levels of anger, and some of the examples reported are really shocking.
"These excessive costs are a major burden for many people.It's not just about the money, this survey reveals that rural people feel exploited, and frankly discriminated against.
"We will be reporting this evidence to the Office of Fair Trading, and to Trading Standards, as well as to both the UK and Scottish governments."
"What we are aiming to do here is to persuade these companies to change their policies.
"Our survey shows that they are losing potential trade, which is cutting into their profit margins. Changing their pricing policies would make sense for them too."
Liam McArthur, Liberal Democrat MSP for Orkney said: "The findings highlight the real disadvantage many people in remote and rural areas face from unfair delivery practices.
"This report should act as a wake-up call to online retailers, who must comply with the law on distance selling.
"These companies need to look at their delivery policies so that any charges are kept to a minimum and are based on actual costs incurred. Wherever possible, delivery via Royal Mail should be the preferred option."
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