Trading Standards finds UK e-commerce failing to deliver

Trading Standards professionals based in Warwickshire, Oxfordshire and Shropshire, attempted to make test purchases from 102 UK-based companies.

A total of 38% of the orders did not arrive within the time specified and 17% did not arrive at all because of systems crashes, companies disappearing, items out of stock or orders simply forgotten.

Nearly a third of orders were not confirmed and notification of dispatch was made in less than half of all cases. Overall, problems were encountered in 37% of all attempted purchases.

The small businesses tested generally fared better, the best delivering goods within 24 hours with a fully inclusive price and offering a 30-day returns policy. However, many large - and sometimes well-known - businesses delivered what the Institute called “a disappointing level of service.” Late or non-delivery of goods was a typical problem, it reported, with many companies failing to track through to ensure delivery, leaving consumers to spend extra time and money chasing their goods.

Noel Hunter, Director of Warwickshire Trading Standards, said:

"Our survey has revealed that presently, in many cases, consumers are experiencing a poor level of service and that in a number of instances consumers would have had their products quicker and cheaper - and with less hassle - had they visited their local High Street."

The Institute said it welcomes the new Distance Selling Regulations, which come into force on October 31st 2000, giving new protections to consumers buying on-line. The new law stipulates that web sites must include the name of the company, a full description of the goods or services offered, prices including taxes and delivery charges where they apply and seven working days cancellation rights.

More information on the Regulations can be found in our article, The Distance Selling Regulations - A Practical Overview.