Online shopping & dodgy deliveries

· A new Which? survey of more than 14,000 Which? members has placed Liz Earle top of the online shops for a fourth year running, with customers praising its personal touches, speedy delivery and free gifts.

· B&Q came bottom, down from second to last in 2012, criticised for having a hard to navigate website with one consumer describing it as a “truly terrible experience”.

· New entrants included Wex Photographic and Toolstation, which went straight in to the top ten, earning praise for their knowledgeable staff and good delivery policies. Amazon slipped from third to joint 11th.

· But we’ve found delivery problems can tarnish even the best online shopping experience, with a third of all online shopping issues concerning receipt of the goods.

· We found couriers came bottom of the pile when comparing customer satisfaction with different delivery methods. City Link fared worse with a customer score of 56%, regular post was the favoured way of receiving online shopping, according to our survey.

· Top delivery problems included items turning up damaged (9%), which was the main gripe, followed by deliveries not turning up (8%), inability to choose a delivery slot (7%) and delivery outside the agreed time (6%).

 · Consumers can find out their rights on dodgy deliveries using our consumer rights website here:


Which? executive director Richard Lloyd, said:

 “Online shopping has never been more popular with cash-strapped consumers looking for good value and customer service, but the industry falls down when it comes to the performance of its delivery partners. Which? has free, online step-by-step advice guides to help shoppers claim back what they’re owed if a parcel fails to turn up.”


Press Release