It looks like it isn’t all good news for the larger than ever number of online shoppers in the UK this Christmas, as record purchasing has been matched with record complaints over missed deliveries.
This year the number of complaints over deliveries that failed to turn up on time have increased by one third over last year. It is the smaller companies that have been getting the complaints as well with the blue chip giants of Carphone Warehouse, Amazon and the high street legend Marks and Spencer among those getting criticized. The 2,939 complaints direct to the government funded advice center, Consumer Direct, is probably only an indication of how bad the situation is as traditionally people tend to complain directly to the retailer.
A spokesperson for Marks and Spencer said “we appreciate that if the order was needed for Christmas this will be frustrating for you and would like to apologize for any inconvenience that this may cause. We now expect your order to arrive during the first week of January 2008.” Now that really hurts having to wait until January!