Watchdog calls for retailers to offer fair delivery options

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Consumer Focus Scotland turn the light on unfair parcel delivery charges to rural communities.

Online shoppers in rural communities are continuing to receive a raw deal on parcel delivery services according to a new watchdog report.

The latest report from Consumer Focus Scotland revealed that in line with many Highland communities people in Moray still face high surcharges that negate savings they are likely to make by shopping online.

In addition almost one third of those awaiting deliveries have difficulties in obtaining their parcels because of inconvenient opening hours at local delivery offices.

Deputy Director of Consumer Focus Scotland, Trish McAuley, said: “Online shopping often offers greater choice, convenience and value for money.

“But the downside for many people in rural areas is that having found the best deal and ordered online the parcel then costs a packet or they have trouble receiving it.

“We need 21st Century delivery services for the whole of Scotland with a wider choice of collection points, more convenient opening hours and interactive, up to the minute delivery information to tap into.”

Many rural addresses in Moray carry the IV postcode and that often proves to be very expensive when reaching the check-out stage for online shopping. Many companies continue to class the postcode as a tripwire to higher charges – and often may even refuse to deliver.

Kyla Brand, who is the Office of Fair Trading (OFT) Representative in Scotland, said: “In our recent call for evidence on price and choice in remote communities the OFT heard many concerns about deliveries, particularly in the Highlands and Islands.

“Consumers need transparent and timely information about the costs and alternatives for parcel deliveries when they’re ordering online.

“We welcome the initiatives by Consumer Focus Scotland, Trading Standards and others to tackle these issues and urge all online retailers to ensure they are meeting their legal obligations.”

The report was the result of a survey conducted in January this year among 1000 consumers from throughout Scotland. It found that those in rural areas had a high awareness of the standard delivery service offered by Royal Mail with many feeling that online retailers should offer the choice of using that service rather than more expensive delivery options.

Consumer Focus Scotland is urging all internet retailers and parcel delivery operators to review and revamp their delivery service and offer customers much more flexibility. A full copy of their report is available to download.http://www.consumerfocus.org.uk/scotlan ... ry-web.pdf" onclick="window.open(this.href);return false;