The best and worst delivery companies named as 'missing & damaged' parcel reports continue


Amazon Logistics has been ranked as the best best parcel delivery firm for the first time in an annual poll of MoneySavingExpert (MSE) users. DPD Local were previously number one but following another challenging year, Amazon Logistics has received the best praise from customers.

It comes as the UK’s biggest consumer website asked its users to rate their experience of each delivery firm they had used during the past 12 months, with the option to rate specific couriers used throughout 2021 as either ‘great’, ‘OK’ or ‘poor’. 

The poll received more than 9,000 responses from MoneySavers.

While Amazon Logisitcs is number one, DPD Local is second and its sister company DPD has stayed firm in second place for two years on the bounce. 

Overall, five out of 17 firms are rated better by MoneySavers in this year’s poll compared to last year’s.

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

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MSE’s top three need-to-knows on delivery rights

1. Your contract is with the retailer, not the delivery company. 

Unless you paid directly for the delivery with a parcel firm, then it’s the store that owes you a duty of care. 

If the item doesn’t turn up or is damaged, your rights under the Consumer Rights Act kick in and you should be due a full refund or replacement.

If that doesn’t work, try escalating a complaint to the retailer. 

If that doesn’t work, and you’ve paid for even a proportion of the cost by credit card, then you could try to claim via Section 75 of the Consumer Credit Act (for items worth between £100 and £30,000). 

If you’ve used a debit card or paid for an item worth less than £100 on a credit card, you might be able to apply the Chargeback rule.


2. If your parcel is late, you can likely send it back. 

If you ordered something online and it turns up late, under the Consumer Contracts Regulations you’ve got 14 days after you receive a package to notify the seller that you have changed your mind, regardless of whether it’s faulty or not. 

You then have a further 14 days to send back the item. 

This means if your parcel doesn’t arrive in time for what you need, you can send it back and get a refund. (Some items – such as personalised or perishable items – aren’t covered by these rules.)

You have fewer rights if you buy something in store and request it for delivery, but you can boost your delivery rights when buying in store with the ‘time is of the essence’ trick.

3. If you had to wait in for a delivery that was delayed, you may be able to get compensation. 

If you had to take extra time off work for a redelivery, you may be due compensation for ‘consequential loss’, such as loss of earnings or holiday taken.

 Importantly, you can’t claim for the original no-show day, this is about extra time taken off.


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