MARTIN Lewis’ MoneySavingExpert has named and shamed the worst delivery firms according to its users.
In its annual poll, the consumer site asked its readers to rank the UK couriers based on their experience last year.
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Each was given the option to rate specific couriers used throughout 2023 as either “great”, “ok” or “poor”.
Thousands of MSE readers cast over 56,000 votes on 17 different firms.
Coming in last was TNT after receiving just 14% “great” ratings from just under 1,300 responses.
It meant that Evri, formerly Hermes, moved up one spot to 16th place.
At the other end of the scale was DPD, which knocked Amazon Logistics off the top spot that it had held for two years in a row.
DPD received 55% “great” ratings, while its sister company DPD Local maintained its third-place position in the 2023 poll.
That came alongside DHL which also held its spot in fourth place.
Last year Royal Mail had seen poor poll performance in 2022 but saw a marked improvement this time.
It regained a spot in the top five, which it had held in previous years.
Elsewhere in the rankings, CollectPlus and Yodel were the most improved firms.
They both jumped up five places each in the rankings, while, FedEx and UPS both fell four places from MSE’s last poll.
Oli Townsend, assistant deals editor at MoneySavingExpert, said: “This year’s rankings have seen quite the shake-up, and the poll results reveal some marked differences in firms’ performance compared with the previous year.
“Generally, you’ve little choice over which firm delivers your goods, as this is frequently decided by the retailer. But consumers do have rights when firms don’t deliver the goods, and you should use them.”
Here is the full list of MSE’s results – from best to worst with 2022 scores in brackets.
- DPD (2): ‘great’ 55% (61%), ‘ok’ 31% (29%), ‘poor’ 15% (11%)
- Amazon Logistics (1): ‘great’ 49% (62%), ‘ok’ 39% (33%), ‘poor’ 13% (4%)
- DPD Local (3): ‘great’ 54% (59%), ‘ok’ 28% (28%), ‘poor’ 19% (13%)
- DHL (4): ‘great’ 44% (44%), ‘ok’ 42% (47%), ‘poor’ 15% (9%)
- Royal Mail (8): ‘great’ 41% (40%), ‘ok’ 39% (39%), ‘poor’ 20% (20%)
- CollectPlus (11): ‘great’ 34% (26%), ‘ok’ 46% (61%), ‘poor’ 20% (12%)
- DHL Parcel UK (9): ‘great’ 36% (33%), ‘ok’ 39% (52%), ‘poor’ 25% (15%)
- Parcelforce Worldwide (7): ‘great’ 31% (38%), ‘ok’ 46% (47%), ‘poor’ 23% (15%)
- UPS (5): ‘great’ 33% (41%), ‘ok’ 42% (44%), ‘poor’ 26% (15%)
- FedEx UK (6): ‘great’ 30% (38%), ‘ok’ 45% (50%), ‘poor’ 24% (13%)
- Yodel (16): ‘great’ 33% (21%), ‘ok’ 31% (40%), ‘poor’ 36% (39%)
- APC Overnight (10): ‘great’ 23% (29%), ‘ok’ 49% (59%), ‘poor’ 28% (12%)
- InPost UK (13): ‘great’ 25% (24%), ‘ok’ 44% (54%), ‘poor’ 32% (22%)
- UK Mail (15): ‘great’ 18% (18%), ‘ok’ 48% (59%), ‘poor’ 33% (22%)
- DX (12): ‘great’ 17% (23%), ‘ok’ 46% (57%), ‘poor’ 37% (20%)
- Evri (17): ‘great’ 28% (20%), ‘ok’ 24% (19%), ‘poor’ 48% (62%)
- TNT (14): ‘great’ 14% (17%), ‘ok’ 51% (64%), ‘poor’ 36% (19%)
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.
Meanwhile, Martin Lewis has issued an urgent warning to anyone earning under £123 a week.
Plus, a Martin Lewis fan has revealed how the expert’s little-known tip helped them to boost their state pension by £7,000.
Do you have a money problem that needs sorting? Get in touch by emailing money@the-sun.co.uk.
Plus, you can join our Sun Money Chats and Tips Facebook group to share your tips and stories.
