Delivery drivers using 'sorry we missed you' notes to get out of Christmas rounds, Which? survey finds

It is a common modern frustration when a parcel ordered online does not turn up at your door when promised, especially during the festive season.

More and more shoppers are heading online to buy their Christmas gifts as the death of the high street hits, but many are finding that their orders are not turning up at all.

A new survey by Which? has found that delivery drivers are using 'sorry we missed you' notes to avoid having to deliver packages during the busy festive season.

Nine per cent of customers in the survey of 2,000 people found that a delivery driver had left a "sorry we missed you note" and failed to deliver the parcel when they were in fact in.

Many have complained on Twitter that they were notified online that they were not at home, when in truth they were looking out their window, waiting for their parcel.

Julie Docherty, who was waiting for an important wine delivery, tweeted: “Never mind.... went from next delivery to ‘sorry we missed you’... I don’t think so. If stood here at the window watching. You definitely never even drove into the street.”

Another customer wrote: “What on earth is happening ...been waiting in all day for a delivery only to have an update on the app at 20:04 say sorry we missed you we left you a calling card. Well I have checked CCTV no sign of [delivery driver] and no card. Very unhappy.”

The majority of people who shopped online over the Christmas period last year faced delivery issues, with six in 10 (58 per cent) saying at least one parcel did not arrive as planned.

Parcels were found in strange places, with 7 per cent finding theirs in the bin, 4 per cent saying it had been chucked over a hedge or fence, and 13 per cent reporting that it had been left with a neighbour without their consent.

One customer reported that their delivery was “left in the recycling bin and was taken by binmen”.

Another described how  “delivery drivers often leave items in bins. I even had a laptop left in there once” and another commented that their delivery had been “left with a neighbour that I don’t get on with so was awkward when I had to collect it”.

One shopper revealed that after a parcel was thrown over the fence, their “dog found it and was running around with it. Luckily he was spotted and the item removed before he buried it!”.

One in ten people had a parcel left outside the door without giving prior consent, leaving packages at the mercy of the elements and at risk of theft.

Despite these difficulties, shopping online at Christmas is still a popular option.

Nine in ten buy at least one item online and 51 per cent buy five items or more.

Alex Neill, Which? Managing Director of Home Products and Services, said: "Problems with our deliveries really can be a nightmare before Christmas, causing added stress at a busy time of year.

"If you face a delivery issue, remember that you have rights and should contact the retailer as soon as possible to have your problem solved."

The consumer group reminded those ordering online that the law is on their side when it comes to undelivered or damaged goods.

If a parcel does not arrive within a reasonable, usually within 30 days of ordering, the customer is entitled to a full refund.