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One in 10 Ecommerce Packages Arrives Damaged

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This holiday season more people are heading online to shop than ever before -- and with good reason. But alongside the convenience and ease of shopping online brings the complexities of actually getting the goods in the hands of the shopper, which can be difficult for retailers to control.

In advance of the holidays, we examined more than 3,200 packages received by StellaService Analysts to see which carriers have the highest rates of damaged packages, how many products were damaged as a result, and which retailers had no damaged packages at all.

United Parcel Service (UPS) delivered the highest percentage of damaged packages of the three carriers evaluated at 11 percent. On the positive side, 19 companies including behemoths like Rakuten, Target and Walmart had zero damaged packages.

Of the 313 damaged packages received, 16 products were damaged, or 5 percent. Here are the complete results of the study:

Damaged Package Results By Carrier

  • UPS: 11%
  • USPS: 10%
  • FedEx: 7%

Retailers With Zero Damaged Packages
(Link jumps to the retailer's StellaService profile page.)

StellaService Analysts ordered a total of 3,234 total packages from 121 retailers from January to September 2013.