Delivery failed
An order never arrived, was lost, or the wrong or damaged item was delivered.
15,803complaints of this kind in the census
716companies affected
36%graded severe
Where you stand
Your contract is with the retailer, not the courier — the retailer is responsible for getting the goods to you.
General information about consumer rights in the UK, not legal advice for your situation.
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
What people actually describe
“Sorry but never came .”
“I never got my item delivered though it is showing that it has been delivered and Amazon customer service said over the phone that they can’t do anything!!!”
“never received my order”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Footasylum | 749 | 49% |
| Just Eat | 618 | 49% |
| Next | 515 | 32% |
| StockX | 506 | 25% |
| AliExpress | 496 | 29% |
| GO Outdoors | 475 | 34% |
| QVC UK | 443 | 38% |
| Wayfair UK | 428 | 33% |
| DoorDash | 426 | 45% |
| OnBuy.com | 410 | 31% |
| World of Books | 363 | 32% |
| Ship Sticks | 315 | 48% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.