More than a million parcels ordered online in Scotland last year failed to be delivered.
Substantially more packages were either damaged, delayed or left somewhere that was insecure or inaccessible.
Two out of every three Scots say they had been the victim of a poor service, with something going wrong with their delivery, according to a survey.
While a third said their parcels – a staggering 1.3 million packages – had not appeared at their door at all.
It comes as online market places continue to thrive at the expense of the traditional High Street, promising swift, easy delivery.
Douglas White, Consumer Scotland’s director of policy and advocacy, said: ‘Our research has shown parcel delivery services in Scotland appear to have significant room for improvement.’
Sixty per cent of customers north of the Border reported at least one issue with parcel services over a 12 month period, Consumer Scotland’s Lost in the Post report found.
This includes lost or damaged packages, parcels left in insecure of inaccessible locations or with an unknown neighbour, delayed delivery and poor information.
Parcel losses were high, with 29 per cent having suffered lost packages over a 12 month period.
Consumer Scotland’s analysis – after speaking to 2,000 people – said this equated to 1.3 million parcels never arriving.
Delivery delays were the most common issue reported, with 37 per cent having told pollsters they experienced this.
Meanwhile, 30 per cent said their packages were left insecure and in full view, and one in four said they received damaged parcels.
Regulator Ofcom introduced guidelines for parcel operators last year in a bid to improve complaints processes and service.
It is the sender’s responsibility to ensure the safe delivery of parcels and not the parcel operator.
However, the polling found it not to be understood by consumers with just 48 per cent of people who experience issues complain to the sender, and half of these complain to both the operator and sender.
Mr White said: ‘Our evidence suggests a significant lack of understanding amongst consumers about who is responsible for ensuring safe delivery of parcels and where to direct complaints, and low overall satisfaction with the complaints process.
‘New guidance for parcel delivery companies on complaints handling came into force in April last year and our research will serve as an important baseline to measure the effectiveness of this change in improving consumers experience in the parcel market.’
Consumer Scotland has now made a number of recommendations to Ofcom, including demanding it to set out clear success criteria for parcel firms and what actions it will take if improvements are not achieved by April 2025.
It has called for online retailers to ensure they explain the sender’s legal liability to ensure safe delivery at the point of purchase, including clear information about complaints.
And they also want parcel firms to review complaints procedures and publish the steps they have taken to improve processes, along with complaints data and actions taken to address them.
It comes as the research found nearly a third of people do not complain when an issue occurs.
And of those who did complain to operators, 61 per cent said they found it difficult.
The YouGov survey asked 2,007 adults about their experiences during the 12 months prior to spring 2023.
Ofcom has been approached for comment.