Best delivery companies

Damaged goods, shoddy service, and packages sent to the wrong address are just some of the things that can go wrong with deliveries. 

Unfortunately for shoppers, most retailers don’t give you a choice about which courier delivers your parcel. But knowing the best companies to use can be useful if you are given several options, or if you need to send a package yourself. 

This guide reveals which couriers had the highest proportion of satisfied customers in 2023, the most common delivery issues, and where to get advice when things go wrong.

We want to hear about a bad customer service experience you've had in the past three years. Please take a few minutes to answer our short survey.

Best courier firms 2023

Amazon tops table for customer satisfaction

We surveyed 1,313 adults in Great Britain in September 2023 to ask about their experience with deliveries of online orders in the previous six months. 

Amazon had the highest percentage of satisfied customers (93%), but none of the firms in our survey scored poorly. 

Amazon earned five stars for parcel condition, delivering items on time and satisfaction, and four stars for communication and ease of rearranging a delivery.

Royal Mail came second in our survey, with 92%. It scored five stars for parcel condition and four stars for satisfaction, ease of rescheduling and on-time delivery. However, customers only awarded it three stars for communication. 

The lowest scoring firm in our survey was Evri, with 76%. It received three stars across all categories, except parcel condition, where it scored four stars. 

We didn’t receive a big enough sample of customers to include Parcelforce, Yodel, UPS and FedEx in our survey.

• Find out more: parcels chewed by foxes and stolen from doorsteps - your Christmas delivery disasters 

The most common delivery problems

Fortunately, disastrous deliveries aren’t the norm. 

76% of respondents to our survey said they were satisfied with their most recent delivery. But that still means a quarter of people experienced problems.

Here are some of the most common issues: 

Item left outside

This was the most common problem, with 9% of respondents saying their parcel was left outside in clear view. 

If your instructions aren’t followed (for example, the parcel is left on your doorstep) and it’s then stolen or damaged, the retailer is in breach of contract and must provide a refund or replacement. You should also report any stolen parcels to the police.

Parcel delivered late

8% of respondents reported their parcels arriving late. If this happens to you, you should first complain to the retailer you bought the item from. Even if you think the courier is at fault, your contract is with the retailer.

If you paid extra for speedy delivery and the package doesn’t arrive on time, ask whoever you paid for the service (the retailer or the courier) to refund you this cost.

Instructions were not followed

6% of respondents to our survey said a parcel was not delivered to them, despite someone being at home. 

If your item is not successfully delivered, most couriers will attempt to redeliver the next day. 

Although your contract is with the retailer, you can still complain to the courier if you're unhappy with its service. 

All companies must have a complaints procedure that you can follow.

Which couriers should you use?

We explain what each courier offers and when they’re likely to deliver your goods. 

Amazon

Amazon provides its own delivery service, offering next-day delivery to Prime members. 

This can make it more straightforward if you have a problem with your delivery, as the courier and retailer are part of the same company. 

It also delivers parcels on behalf of some other retailers through its Amazon Shipping service. 

Evri

Evri, which was rebranded from Hermes in 2022, offers courier collection up to seven days a week, and also has lockers and parcel shops where you can drop off and pick up packages. 

In November 2023, it partnered with the Post Office, allowing people to drop off and pick up parcels through Evri in some Post Office branches. 

DHL

DHL offers UK and international shipping to more than 200 countries. 

It offers a fully tracked door-to-door next day UK delivery service six days a week, and has 3,500 service points across the UK where you can send, collect, and return parcels. 

DPD

DPD offers UK and international shipping to over 200 countries and has 6,000 local drop off collection points in the UK. 

In November 2023, it partnered with the Post Office, which means customers will be able to drop off and pick up parcels through DPD in some Post Office branches.

Royal Mail

Royal Mail is best known for delivering your letters, but it also ships parcels within the UK and offers international shipping. 

You can purchase shipping at the Post Office or via Royal Mail directly. 

You can then drop off the item at your local Royal Mail delivery office, or have it collected from your home at no extra cost. 

FedEx, Parcelforce, UPS and Yodel

We didn’t get enough customer responses to include these brands in our survey. 

• FedEx offers UK and worldwide shipping and has a number of retail drop off points across the country. If you need to drop off a parcel you can find your closest store on its website. 
• Parcelforce offers UK and worldwide shipping. You can drop and pay for Parcelforce shipping at your local Post Office. You can also arrange a collection from your home address. 
• UPS provides UK and worldwide shipping and has a number of drop-off points across the UK. It will also pick up your parcel from your home address for an additional fee. 
• Yodel offers UK shipping through its store to store and store to door service. You’ll need to drop the parcel off your nearest Yodel drop-off point.

Missing or late delivery? Your delivery rights 

If you buy something online, from a catalogue or over the phone that requires home delivery and it arrives late or doesn't turn up at all, don't worry - you've got rights.

Your rights vary depending on the issue. See our guides on what to do in the following scenarios: 

• My delivery or online order hasn't arrived  
• A parcel I sent is late or missing  
• I've received damaged goods in the post