Aleksandra Karpiuk, 28, has been having problems organising deliveries for the online vintage clothing shop she runs.
“I’ve had parcels lost and others are taking more than a week to be delivered when usually it should take two days. My business has been really affected since the outbreak and lost parcels are just making it worse,” she said.
There has been a huge spike in the number of people shopping online, said Richard Lim of research firm Retail Economics. Its research shows that one in three people having experienced technical issues on retailers’ websites that has meant they could not buy what they needed.
“It’s a particular problem with supermarkets at the moment. They just don’t have the technology in place to be able to cope,” he said.
While some younger customers may be happy to register their issues via an online system, many others would struggle without a more personalised service, he added.
For missing or late deliveries you should complain directly to the retailer – even if you believe it is the courier that is at fault.
If the order is faulty or damaged you have a right to refuse it and get a refund or replacement. Senders should also be entitled to compensation if a parcel they have dispatched is lost or late, however, what you’ll be entitled to will depend on what kind of delivery you paid for.