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Citizens Advice responds to the Advertising Standards Authority’s ruling against Amazon’s next-day delivery promise

15 August 2018

Citizens Advice is the statutory consumer advocate for postal services and has responded to the ASA’s ruling against Amazon’s next-day delivery promise.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Problems with late deliveries aren’t unique to Amazon: we’ve found 40% of people who used a premium delivery service received their parcel later than expected.

"It’s more difficult for consumers to work out what they’re owed when their parcels don't arrive on time if they've paid for a service like Amazon Prime, compared to when they pay for one-off deliveries.

“Companies need to honestly advertise delivery dates and make sure consumers have easy access to compensation when they fail to meet their promises.”


Notes to editors

  1. Citizens Advice commissioned YouGov to undertake an online survey of  4,178 GB adults between 22 and 26 March 2018 about parcel deliveries.
  2. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  3. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  4. To get advice online or find your local Citizens Advice in England and Wales, visit
  5. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  6. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  7. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.