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One in five deliveries go missing

One in five of customers has had a delivery fail to arrive safely in the past month, according to new figures.

Which? surveyed 2,000 people between 11 and 12 December regarding deliveries over the previous month and 21% said deliveries failed to arrive at all. 

Meanwhile only a third of customers (35%) received all of their packages as expected.

A quarter (26%) received a delivery early, while (18%)  found at least one delivery to be late.

It also found that many packages were delivered to inappropriate places. One in eight (12%) shoppers had a delivery left with an unauthorised person, although they were still able to collect it from them, while 2% had a delivery left in the same way but were unable to retrieve it.

A total of 10% said they had a delivery left outside their door without consent (10%), in the rubbish or recycling (4%) or thrown over a hedge or fence (3%).

In a separate survey of the same number of consumers, Which? also found that customers aren’t sure who is responsible when something goes wrong during the delivery process.

Half (51%) of shoppers know to contact a retailer if goods go missing after being left in the garden or on the doorstep without permission.

Around a third (36%), meanwhile, incorrectly think they should contact the delivery company while one in seven (13%) said they did not know who to contact.

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