Independent courier services that have long provided an appealing alternative to the Royal Mail are being criticised for their so-called ‘cheap’ services.
Services such as Hermes and Yodel are commonly used by a wide range of retailers and companies to deliver goods thanks to their cheap delivery rates. These rates enable sellers like Argos, Amazon and Tesco Direct to keep postal charges cheap for their customers, making the companies an appealing choice. Yet things aren’t so straightforward when the service does not go to plan.
Both Yodel and Hermes were ranked the UK’s worst parcel delivery services earlier this year in a survey by MoneySavingExpert. Yodel’s service was rated ‘bad’ by more than half of its customers, with reports of parcels going missing; signings with a fictional neighbour; the receiver of a ‘You were out’ note when customers were waiting in for a package, and even parcels flung over hedges. Because the courier companies are third party, customers are often left powerless when goods go missing or are damaged upon arrival.
The main problem is indeed that such services are unregulated. They use self-employed drivers who pay for their own fuel and vehicles, and work unlimited hours. Each deliverer is paid for every parcel they deliver rather than a daily rate, which makes it no surprise that many are failing to gain signatures for packages or deliver them in their original condition.
When things go wrong, customers are often told to contact the sender for reimbursement; whilst retailers advise them to contact the courier. Under the Sale of Goods Act however, all retailers should ideally offer an immediate refund and then take up the issue with the delivery firm used.
The Distance Selling Regulations allow customers to cancel an order within seven working days of receiving most types of goods, and enables them to demand a refund from the seller if the goods don’t show or arrive damaged.