- A new league table shows how parcel firms are ranked by consumers
- Hermes and Yodel were named as the two worst-performing companies
- We explain what you can do to fight delivery problems
Parcel firms have been slammed by customers, with Hermes and Yodel’s worst performances in a new league table released by Citizen Advice.
The table, which compares top parcel firms against criteria such as customer service, problems and accessibility, found that no delivery company received more than three out of five stars overall.
It also turned out that DPD scored the lowest when consumers were asked if they had any problems with their previous deliveries with two out of five customers.
As a result, Citizens Advice is warning that immediate action is needed in the parcel delivery industry.
Parcel firms slammed by customers with Hermes and Yodel’s worst performance
Online sales have increased 56 percent from pre-pandemic levels, and the charity warns that parcel problems have increased during that time.
CitizensAdvice’s online advice guide: ‘If something you ordered hasn’t arrived’ has been viewed nearly 160,000 times so far this year, a 69 percent increase over the same period before the pandemic in 2019.
The top five delivery companies based on parcel volume were measured against four criteria including service quality, accessibility, customer service and trust.
It was found that Hermes and Yodel performed the worst, scoring 1.5 and 1.75 stars, respectively. Amazon Logistics scored the highest, but with only 2.75 stars overall.
Meanwhile, DPD scored lowest when consumers were asked if they had any problems with their previous deliveries.
About 41 percent of customers polled by Citizens Advice reported a problem with their previous delivery, while the top 32 percent of Amazon Logistics customers reported a problem.
While trying to address the issues, 48 percent of those who voted did not get the help they wanted. This increased to 56 percent for Yodel and 43 percent for Amazon Logistics.
According to Citizen Advice, Hermes was voted the worst parcel delivery firm by customers
It also used data from the Citizen Advice consumer service, consumer polling and social media complaints.
Several people have contacted the charity to complain about the service from parcel firms, including one man who confirmed that a pair of headphones he ordered had been delivered in Australia, despite Despite staying and ordering them at his address in Hertfordshire.
Another man says he was forced to repeat his problem to about 30 different customer service agents when his 150-pound parcel was stolen.
A woman contacted the charity when a driver claimed her son had been given a £350 birthday present, even though his CCTV clearly showed them going with it.
Citizen Advice is now demanding stricter rules for parcel companies, better complaint process and fines from the regulator, Ofcom, if the parcel is lost or stolen due to the company’s negligence.
Citizen Advice chief executive Dame Claire Moriarty said: ‘Parcel delivery became a lockdown lifeline for all of us, but the scale of the problems experienced by many of us shows the huge cracks in this area.
‘Even though Amazon Logistics and Royal Mail top the table, there is still significant room for improvement. And Hermes and Yodel need to improve by leaps and bounds to make sure they’re providing a solid service to their customers.
‘While this should be a wake-up call for firms to strive to deliver five-star service to consumers, we have serious reservations about how much better companies will do if left to their own devices.
“Our findings suggest that the time has come for Ofcom to step in and introduce stricter rules across the board for delivery companies.”
DPD scored lowest when consumers were asked if they had any problems with their previous deliveries
It’s Money has contacted each of the delivery companies mentioned for comment.
One Amazon Logistics The spokesperson said: ‘Every day at Amazon, incredible employees and independent delivery partners come together to provide fast, reliable and safe delivery for our customers.
‘Most deliveries make it to the customers without any problems. In the rare case something happens, we work directly with customers to fix it.
a DPD The spokesperson said: ‘We do not recognize the findings of this survey at all and have raised significant concerns about methodology with direct citizen advice.
‘Our own data shows that more than 99.5 percent of all DPD parcels are delivered right the first time.’
Mike Hancox, CEO at yodelle said: ‘We are always striving to improve all aspects of our services and welcome consumer feedback.
‘While these results show there are still areas for us to work on, other independent review platforms – such as TrustPilot – show how much our service levels have improved.’
Meanwhile, a royal message The spokesperson said: ‘Royal Mail is proud to have delivered to over 31 million addresses across the UK. With unparalleled reach across the country, our customers continue to place their trust in the knowledge, expertise and assurance of the Royal Mail brand.
‘We are committed to continuously improving our services as we re-invent the way we deliver to and from our customers.
‘This includes recent improvements such as starting to collect parcels from customers’ homes, as well as delivering them, on Sundays, and continually refining our estimated delivery windows to increase convenience for our customers.’
It compared the largest 5 parcel delivery companies (by estimated parcel volume) in the UK to data from multiple sources to create a league table.
Hermes is one of the firms that was called out for not helping customers with parcel issues
Top tip for fighting parcel delivery issues
Citizens Advice consumer expert Jane Parsons gives her top tips to help you deal with parcel deliveries…