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 2021, Amazon Logistics and Royal Mail had the most satisfied customers, while Yodel had the lowest satisfaction score.

Safe place deliveries

Our research found lots of confusion around rights to a replacement or refund if a delivery to a ‘safe place’ location is missing or damaged. If you specify a delivery location or neighbour and your parcel is missing or damaged it can be luck of the draw as to whether a retailer is willing to help you.

Best and worst courier firms

Delivery company  with Overall satisfaction score

Amazon Logistics 90%

Royal Mail 88%

DPD 86%

Parcelforce 85%

DHL 84%

FedEx 82%

Hermes/MyHermes 82%

Yodel 80%

Sample size: 4,002

Missing or late delivery? Your delivery rights

Delivery

 

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. Need more help? Read our guide to your delivery rights.

How we rated delivery companies

Our overall satisfaction score is a weighted metric made up of a brand’s performance on delivery, communication, condition, ease to rearrange delivery and satisfaction with the delivery company as rated by respondents in our survey of 4,002 UK residents. surveyed 4,002 UK residents in November 2021 to ask about their most recent delivery experience in the last six months.

Fieldwork was carried out online by Opinium and data has been weighted to be representative of the UK population (aged 18+).