Millions suffer parcel thefts: inconsistent rights over redress

The delivery industry needs an overhaul so that firms are treated the same and shoppers are protected when things go wrong.

Over the last year and a half, we have all done more of our shopping online than may have previously been the case as a result of the COVID-19 pandemic.

Lockdowns and other restrictions, which hit non-essential retailers, meant that shopping in person simply wasn’t possible.

But that didn’t mean that our needs for those items had disappeared; instead, shoppers turned to online retailers. This increase in online shopping also resulted in a jump in our dealings with delivery firms. And it would be fair to say it hasn’t always been smooth sailing.

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Where has my parcel gone?

A new study from Citizens Advice has highlighted the scale of the issues we’ve had with parcel deliveries over the last 12 months. 

Over a typical week, around 13% of us ‒ which is nearly seven million people ‒ experienced parcel issues, such as drivers leaving the parcel before the shopper could answer the door or leaving it in an insecure place.

Almost three million people a week have missed parcel deliveries simply because they couldn’t get to the door in time. This is frustrating enough for those of us who are able bodied, but it’s downright scandalous for those with some form of disability.

The study also highlighted how often parcels are being outright stolen. According to Citizens Advice, around one in ten of us have had a parcel pinched over the last 12 months, an extraordinary amount.

Why have they left it there?!

As someone who worked from home even before the pandemic, I am usually around to pick up deliveries during the day.

But there are always exceptions, so there have been times when I’ve arrived home to discover a delivery left in the most ridiculous locations.

I live on a main road, so there’s plenty of people walking past during the day, yet there have been far too many occasions when a parcel has been left on the front doorstep. That makes it very easy for any would-be thief to grab and make off with the item, without drawing attention to themselves.

Even when delivery drivers have attempted to conceal the parcel’s location, this has at times made the situation even worse.

Sticking a giant recycling bin in front of the front door might mean the parcel itself isn’t immediately obvious to the naked eye, but it’s such an odd place that it only draws more attention from those who might be looking for an opportunity to get their hands on any parcels.

Compensation lottery

Now, if a delivery firm leaves my parcel in a stupid place and it’s stolen, that’s not my fault. I should be able to get some form of redress.

Yet ultimately, it’s a complete lottery as to whether you stand much of a chance in getting anything back.

As Citizens Advice points out, only Royal Mail is subject to fines for lost and stolen deliveries. This is daft ‒ not only is there a double standard, but over half of deliveries are made by rival firms. 

Similarly, when it comes to complaints, Royal Mail’s complaints system is overseen by Ofcom. None of the rival delivery firms are subject to that sort of oversight.

When I order something online, I have no say in the firm delivering those items. That’s up to the retailer.

So, the level of service I get if something goes wrong, my chances of actually getting my money back if I’m the victim of theft, is entirely left up to chance – that’s not acceptable.

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Putting things right

Evidently, this current system needs an overhaul as there are double standards over the way different delivery firms are treated.

If rival delivery providers don’t face real consequences for being lax over delivering items safely, then they may continue to cut corners. There needs to be a proper system of oversight for the delivery industry, so that all firms are treated the same.

Complaints also need to be handled consistently, or at least there should be a single Ombudsman that we can turn to should a delivery firm let us down.

Without that consistency, everyone loses.