MARTIN Lewis’ MoneySavingExpert has named and shamed the worst delivery firm according to its users.
In its annual post-Christmas poll, the consumer site asked its people to rank the firms based on their experience.
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They were given the option to rate specific couriers used throughout 2022 as either ‘great’, ‘OK’ or ‘poor’.
More than 43,000 people took part, casting over 300,000 votes.
Evri, formerly Hermes, came out on the bottom with users rating their experience “significantly worse this year”.
The courier received more than 39,000 votes, with 62% rating it as ‘poor’, up from 48% in 2022.
This was significantly worse than the other firms at the bottom of MSE’s poll – 39% rated Yodel and 22% rated UK Mail as ‘poor’.
At the other end of the scale, Amazon Logistics came in top for a second year in a row, while DPD remained in close second place for a third year on the bounce, followed by sister company DPD Local.
Overall, five of the 17 firms were rated better this year compared to last year’s poll, with UPS and FedEx UK both rising three places.
But, Royal Mail performed significantly worse this year, dropping from fourth to eighth place.
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It comes after Royal Mail workers took strike action on the December 23 and 24 last year.
Oli Townsend, assistant deals and features editor at MoneySavingExpert said: “Evri’s repackaging from Hermes early on in 2022 has clearly not helped it to shake off its past reputation – in fact, scoring a poorer rating than the previous year.
“Royal Mail, which had consistently been one of the best-ranked firms in past years, has also seen a significant drop, perhaps unsurprisingly as strike action marred its service in the latter part of the year, including over the recent busy festive period.
“While some firms have really been delivering – quite literally – others have too often fallen short.
“We’ve seen many reported issues of long delays, damaged items, or parcels just not turning up at all in recent months.
“So it’s more important than ever for consumers to know their rights and use them.”
Here is the full list of MSE’s results – from best to worst with 2022 scores in brackets.
- Amazon Logistics (1) ‘great’ 62% (60%), ‘ok’ 33% (34%), ‘poor’ 4% (7%)
- DPD (2) ‘great’ 61% (61%), ‘ok’ 29% (28%), ‘poor’ 11% (11%)
- DPD Local (3) ‘great’ 59% (60%), ‘ok’ 28% (25%), ‘poor’ 13% (14%)
- DHL (5) ‘great’ 44% (40%), ‘ok’ 47% (48%), ‘poor’ 9% (12%)
- UPS (8) ‘great’ 41% (38%), ‘ok’ 44% (41%), ‘poor’ 15% (21%)
- FedEx UK (9) ‘great’ 38% (36%), ‘ok’ 50% (44%), ‘poor’ 13% (20%)
- Parcelforce Worldwide (7) ‘great’ 38% (42%), ‘ok’ 47% (43%), ‘poor’ 15% (15%)
- Royal Mail (4) ‘great’ 40% (55%), ‘ok’ 39% (34%), ‘poor’ 20% (11%)
- DHL Parcel UK (11) ‘great’ 33% (30%), ‘ok’ 52% (48%), ‘poor’ 15% (23%)
- APC Overnight (10) ‘great’ 29% (32%), ‘ok’ 59% (47%), ‘poor’ 12% (21%)
- CollectPlus (6) ‘great’ 26% (41%), ‘ok’ 61% (46%), ‘poor’ 12% (13%)
- DX (13) ‘great’ 23% (24%), ‘ok’ 57% (46%), ‘poor’ 20% (29%)
- InPost UK (N/A) ‘great’ 24%, ‘ok’ 54%, ‘poor’ 22%
- TNT (14) ‘great’ 17% (18%), ‘ok’ 64% (54%), ‘poor’ 19% (28%)
- UK Mail (12) ‘great’ 18% (26%), ‘ok’ 59% (52%), ‘poor’ 22% (22%)
- Yodel (15) ‘great’ 21% (26%), ‘ok’ 40% (33%), ‘poor’ 39% (41%)
- Evri (16) ‘great’ 20% (28%), ‘ok’ 19% (24%), ‘poor’ 62% (48%)
What are my rights?
Below, we explain the biggest and most common blunders when shopping online and what you should do next.
Poor customer service
If you ordered an item from a retailer, your contract is with it and it should sort out any delivery mishap.
When you complain, you will need to include key details like your order number, so make sure you have it noted down somewhere.
Next-day delivery
Under the Consumer Rights Act 2015, you are due a refund on the extra charge you paid to get next day delivery if your parcel doesn’t arrive in that time frame.
Moneycomms personal finance expert Andrew Hagger previously told The Sun: “If you shelled out extra for special or faster delivery and your order gets to you later than was specified, you can claim back the extra delivery cost as the service wasn’t delivered as per your agreement.”
Claim back the money from the retailer – not the parcel firm.
Missing parcel
If your parcel goes missing, you should contact the shop you bought it from to sort it out.
Before you order your package, ensure you read the seller’s delivery terms and conditions.
Some firms automatically leave items on the porch if you or your neighbours aren’t in – so leave a note outlining a safe place.
You could argue there has been a breach of contract if a package is left on the doorstep without your permission.
Broken contents
It’s disappointing to wait for a parcel, then open it to discover its contents are broken.
You should immediately report any damage to the retailer and take photos as evidence.
If you struggle to get a response and you paid more than £100 using a credit card, use Section 75 of the Consumer Credit Act to claim a refund.
It covers you for faulty goods, missing deliveries or the retailer going bust.
You should ring your card provider’s customer services.
If you paid by debit card, you may be able to use Chargeback.
Return fees
Some retailers have started charging customers to send back items for refunds.
So make sure you check before placing an order – you should see this information in the company’s refund conditions.
Make sure you are prepared to cough up any return charges and factor this into your budget.
But if you are returning your item because its broken or faulty, you should be able to claim back this cost.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected]
