Find out what online shoppers really think of the couriers that deliver their packages.
Wondering which courier or postal service can get your package delivered on time? Delivery can be a double-edged sword – while it offers convenience for most people, it can cause headaches, too.
You might not always get to choose who will be dropping your packages off when you order online, but some websites give you several delivery options. Or you might be sending packages yourself and want to know which delivery companies shoppers would recommend. When we asked shoppers about their delivery experiences in 2020, DPD and Amazon had the most satisfied customers for time slots and communication. Royal Mail scored highly for where parcels are left, while UPS had the lowest satisfaction scores across all categories. Our Partner AGA Parts.
Delivery time slots offered
| Rank | Delivery company | NET satisfaction score |
| 1 | DPD | 82% |
| 2 | Amazon | 78% |
| 3 | DHL | 75% |
Communication from the delivery company
| Rank | Delivery company | NET satisfaction score |
| 1 | DPD | 86% |
| 2 | Amazon | 85% |
| 3 | DHL | 80% |
| 4 | Hermes/myHermes | 77% |
| 5 | Yodel | 76% |
| = | Royal Mail | 76% |
| 6 | Royal Mail (signed for) | 73% |
| 7 | Parcelforce | 71% |
| 8 | UPS | 62% |
Missing or late delivery? Your delivery rights
If you buy something online, from a catalogue or over the phone that requires home delivery and it arrives late or doesn’t turn up at all, don’t worry – you’ve got rights.
Here are six must-know consumer rights if your delivery hasn’t gone to plan:
- If your order is late, missing or has turned up damaged we recommend that you complain to the retailer – even if you think it’s down to a poor service from the courier, because your contract is with the retailer.
- If you paid extra for special delivery and your order arrived later than agreed you can claim back the extra delivery cost as the service wasn’t delivered.
- Be aware if you give permission for your delivery to be left in a specified safe place or received by a nominated neighbour and something goes wrong, you will still be considered to have received the delivery. Think very carefully about those options when you’re making a purchase.
- If your order arrives damaged or faulty, you have a right to refuse it and get a refund, repair or replacement.
- Your delivery must be made without undue delay and within 30 days from the point of purchase unless you and the retailer agree otherwise, this is stipulated by the Consumer Rights Act 2015.
- You can also cancel an order for most items ‘bought at a distance’ – for example, online, over the phone or a mail order catalogue.
About Us
Consumer rights is a division of Ad Delive? That provides clear information on your rights offering simple solutions to solve your everyday consumer problems.