MoneySavingExpert shares list of best and worst parcel delivery services across the UK

Users of MoneySavingExpert (MSE) has ranked Amazon Logistics as the best parcel delivery company in the UK for the first time in its annual post-Christmas poll.

The results come after another difficult year for businesses across the country that have continued to provide essential services amid the ongoing coronavirus pandemic. However, MSE says consumers should still complain to their retailer to pressure courier companies when they fail to deliver.

The UK’s largest consumer website, founded by Martin Lewis, asked its users to rate their experience with every delivery company they had used in the past 12 months.

The survey received over 9,000 responses from MoneySavers who were given the option to rate the specific couriers used throughout the year as ‘excellent’, ‘ok’ or ‘poor’.

MSE users voted Amazon Logistics best of the bunch for its work in 2021, knocking DPD Local out of the top spot.

Meanwhile, sister company DPD, which held a seven-fight winning streak through 2020, remained firm in second place for two years at the trot.

Overall, five of the 17 companies are rated higher by MoneySavers in this year’s survey compared to last year’s.

At the other end of the scale however, CitySprint and Hermes – also known as MyHermes – received the worst ratings from MoneySavers.

Although this is a minor improvement of just 1% over last year’s “big” score, CitySprint once again finds itself at the bottom of the scale, with only 12% reviews .

This year’s results see Hermes/MyHermes fall two places to 16th place. Yodel also remains in the bottom three for the seventh consecutive year. See below for full results.

Parcel companies ranked best to worst by MSE users

  1. Amazon Logistics
  2. DPO
  3. DPO Local
  4. royal mail
  5. DHL
  6. CollectPlus
  7. Parcelforce around the world
  8. UPS
  9. FedEx United Kingdom
  10. APCs at night
  11. DHL Parcel United Kingdom
  12. UK mail
  13. DX
  14. DTT
  15. Zipline
  16. Hermès/MyHermès
  17. CitySprint

Commenting on this year’s results, Chris Newlands, News and Surveys Editor at MoneySavingExpert.com, said: “There is no doubt that the past year has once again proven to be very challenging for businesses in parcel delivery, especially with some employees forced to self-isolate.

“But unfortunately we continue to hear of missing, late, damaged and discarded packages, so it’s important that consumers exercise their rights and vote with their feet when companies fail to deliver the goods.”

Chris added: “If it’s something you’ve ordered, chances are you won’t have much choice as to which company shows up on your doorstep. But if you’re unhappy with the delivery, or if it just doesn’t arrive, complain to the retailer – that’s who your contract is with – and make sure they know about it.It’s their responsibility to make things right, and if others also complain, they will have no choice but to pressure their couriers to improve their performance, otherwise they will use another service.”

MSE’s Top 3 Information on Delivery Rights

Your contract is with the retailer, not the delivery company

Unless you paid for delivery directly with a parcel company, the store owes you a duty of care. If the item does not turn up or is damaged, your rights under consumer rights law come into effect and you should receive a full refund or replacement.

If that doesn’t work, try submitting a complaint to the retailer. If that doesn’t work and you paid even part of the cost by credit card, you can try claiming through Section 75 of the Consumer Credit Act (for items of worth between £100 and £30,000). If you used a debit card or paid for an item worth less than £100 with a credit card, you may be able to apply the chargeback rule.



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If your package is late, you can probably send it back

If you ordered something online and it arrives late, under the Consumer Contracts Regulations, you have 14 days after receiving a package to notify the seller that you have changed your mind, it is defective or not. You then have an additional 14 days to return the item. This means that if your package doesn’t arrive in time for what you need, you can send it back and get a refund. (Certain items, such as personalized or perishable items, are not covered by these rules.)

You have less rights if you buy something in store and request it for delivery, but you can increase your delivery rights when buying in store with the “time is running out” trick.

If you had to wait for a delayed delivery, you may be able to get compensation

If you had to take extra time off for a redelivery, you may be entitled to compensation for ‘consequential damages’, such as lost earnings or time off taken. Importantly, you cannot claim the original no-show day, this is additional time taken.

For full details of your rights, see MSE’s Parcel Delivery Rights Guide here.

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