Which? interviewed more than 2000 online shoppers
The research found that more than half (54 per cent) had a delivery not go to plan and a quarter (24 per cent) did not receive their purchase.
Nearly one in five (17 per cent) were left with an empty space under the Christmas tree when at least one of their items failed to arrive on time.
Other gripes included deliveries being left in unauthorised places, including parcels left out in the rain.
Complaints
In a particularly unusual case, an item was delivered through a bathroom window only for it to land in the toilet.
Another issue, experienced by nine per cent of shoppers, included dishonest couriers who left notes saying the recipient was not at home when they were.
Just a third (31 per cent) of those who had an issue with their delivery complained to their retailer.
Which? surveyed more than 2000 online shoppers for the research conducted in relation to last year’s Christmas experience.
Advice for consumers
“Online shopping can take the hassle out of Christmas shopping but dealing with late, missing or damaged deliveries can be a nightmare for shoppers.
“Under the Consumer Rights Act, online retailers have a duty to ensure online orders are delivered within a reasonable time and in good condition, so if your delivery hasn’t gone to plan, don’t suffer in silence and speak to your retailer to resolve the issue.
“But be aware if you give permission for your delivery to be left in a specified safe place or received by a nominated neighbour and something goes wrong, you will still be considered to have received the delivery. Think very carefully about those options when you’re making a purchase.”
