We, the undersigned, call on all online retailers to give customers a clear and fair choice of delivery courier at checkout.

Across the UK, thousands of customers experience repeated delays, missed deliveries, damaged parcels, and poor communication from certain courier companies. When retailers restrict customers to a single courier — often one with a well‑documented history of late or unreliable service — consumers are left with no control over how their purchases reach them.

This lack of choice undermines trust, reduces accountability, and forces customers to accept substandard service from companies such as Evri, whose delivery performance continues to generate widespread complaints.

We believe that:

- Customers should have the right to choose the courier they trust.  

- Retailers should be transparent about which delivery companies they use.  

- Competition between couriers will drive better service, reliability, and accountability.  

- No shopper should be forced into using a courier with a poor track record.

 

We therefore demand that online retailers:

 

1. Provide at least two courier options at checkout, clearly labelled and fairly priced.  

2. Allow customers to opt out of couriers they have had repeated issues with.  

3. Publish delivery performance data where available, so customers can make informed choices.  

4. Review and improve courier partnerships based on customer feedback and service quality.

 

Giving customers courier choice is a simple, fair, and practical step that will improve delivery standards across the industry. Retailers benefit from loyal, satisfied customers — and customers deserve reliable service for the money they spend.

 

We urge retailers to act now and put customers back in control of their deliveries.