Two-thirds of online shoppers experience parcel delivery issues

in Post

The Consumer Council working with Citizens Advice to improve online shoppers’ experience

The Consumer Council welcomes research published today by Citizens Advice, which shows that over two-thirds (69%) of UK consumers have experienced delivery related issues from online shopping.

A new report ‘Parcel Delivery’ published by Citizens Advice looks at parcel delivery services in the online shopping market.

Welcoming Citizens Advice’s report, Kellin McCloskey, Head of Postal Services for The Consumer Council, said “The increasing importance of online shopping to people’s everyday lives has driven a surge in parcel deliveries in recent years, with over half of Northern Ireland consumers making online purchases at least one a month. Today’s report reflects our own findings showing that online shoppers faced a range of issues including delayed, lost, damaged and failed deliveries. In addition, Northern Ireland consumers often face delivery restrictions.”

“Consumers are not always aware of their delivery rights. There is a range of legislation that protects consumers when shopping online, however, these rights and protections are only meaningful if these are monitored, enforced and consumers can easily take action if things go wrong.”

The Consumer Council will be working closely with Citizens Advice throughout the UK to improve the delivery experience for online shoppers. 

For more information on parcel deliveries see The Consumer Council’s guide to shopping safely online which can be downloaded from or for a free printed copy call 0800 121 6022. 

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