ONE in four online shoppers has experienced a problem with a delivery in the last year, new research reveals.
A survey of more than 10,000 people by Which? found 26 per cent reported issues such as parcels being late (17 per cent), not delivered (three per cent) or damaged (two per cent).
The research found more than a third (36 per cent) of people cited not being able to choose a suitable delivery time as an irritant when shopping online.
Other gripes singled out by Which? members included a lack of information about the time of delivery (26 per cent), delays receiving an item (15 per cent) and being sent goods that are damaged (11 per cent).
The consumer champion has launched Stamp Out Dodgy Deliveries, a campaign targeting shops to improve the delivery service they provide.
They are calling for retailers to :
Provide specific time-slots for deliveries on a named day;
Inform customers of the estimated delivery time on the day of delivery by phone, email or text;
Ask customers to specify at the time of purchase what to do if the delivery is unsuccessful.
Which? executive director Richard Lloyd, said: "One of the attractions of shopping online is the convenience of having your items delivered but we've found the experience can be anything but convenient.
"We want shops to do more to ensure that the service is first class, first time. "
The findings were part of the consumer champion's list of the best and worst online shops.
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