Doorstep parcel thieves are making off with a variety of gadgets and pricey fashion items ranging from computer monitors to Ugg footwear. However, the “lucky dip” nature of the crime means some crooks are opening their pilfered packages to discover they contain biodegradable cat litter or incontinence pads.
An increase in home shopping has fuelled a rise in doorstep thefts, with “porch pirates” making off with an estimated £376m-worth of goods in the 12 months to August.
November and December are the months when most reports are made, as Black Friday and Christmas purchases are sent out.
Increasingly, victims are able to get evidence of the thefts from their own, or a neighbour’s, video doorbell, but that does not seem to be deterring the criminals.
Dozens of people took part in a Guardian reader callout asking about doorstep delivery problems, with many saying they recently had items stolen from in front of their house.
Simon, who lives in Witney, Oxfordshire, says: “We have had several items stolen from our doorstep when we have not been at home, the most expensive being a computer monitor that cost about £300.”
He adds: “The most recent theft was last week. There have been several over the course of this year. Other than the monitor, nothing of real value has been taken.
“Most recently, we lost a couple of computer keyboards, and some 3D printer filament (we lost the original order and the replacement).”
Simon says the thefts have been happening for more than three years. “I believe delivery drivers are under pressure to meet unrealistic delivery targets, so they only have time to leave the parcels on the doorstep, ring the doorbell and run,” he says. “All of my deliveries are left on the doorstep whether we are at home or not.”
Another reader says she ordered two pairs of Ugg slippers from a leading footwear retailer, and that these were left on her doorstep one day early last month. “When I returned home, they were missing,” she says.
When the woman – who is semi-retired and lives in County Down, Northern Ireland – contacted us earlier this month, the matter had not been resolved, and she was still without her slippers. “We are now into December – this has been a nightmare,” she says.
A thief who swiped a big, heavy package from a doorstep in Frome, Somerset, would have opened it to discover it contained … a large supply of compostable cat litter.
The intended recipient, Emma, who is a lawyer, says her Ring video doorbell camera captured footage of the thief – who was “already laden with other people’s packages” – making off with her parcel shortly after it was delivered.
He, and her cat litter – for which she had paid about £50 – were last seen disappearing in a basket on a bicycle pushed by the thief.
Emma says: “Imagine his face when he opened it. He probably thought it was something he was going to be able to use or sell.”
Under the Consumer Rights Act, shoppers are entitled to a refund from the retailer if their order is stolen, and they have not opted to let a courier put it in a “safe space”.
However, even when money is returned, they can still suffer detriment, including the time and bother of reporting the loss.
Some Amazon customers have previously told the Guardian that the company has refused to investigate alleged thefts until they submit a police report, a potential breach of consumer law.
It has introduced a delivery confirmation system of one-time passcodes to crack down on fraud, but some customers have complained that their order was swapped out, or driven away, after the passcode they provided was logged by the driver.
Amazon says: “In the unlikely event that customers experience issues with timely delivery, or the condition of their purchase, Amazon will make it right by refunding or replacing it.”
A recent survey by Citizens Advice found that 73% of customers experienced further issues when trying to resolve a delivery problem, and called for Ofcom to take action.
“Our 2024 parcels league table reveals that, for the fourth year in a row, the parcels market is not working for consumers,” it says.
Ofcom tells the Guardian that its guidance has improved the communications of parcel operators, but it acknowledged that more needs to be done.
Some people are taking precautions after having fallen victim to theft. Jacoby Thwaites, 61, who lives in south London, has had a lock box installed just inside his front gate after a gang of parcel thieves started operating in his area. He has had a number of packages stolen – mainly items such as clothes and books.
He says there was lots of video doorbell and CCTV footage from residents showing the thieves stealing parcels, adding that it was “not a rich area”.
Thieves often struck during the afternoon so they could merge in with people walking their children home, he adds.
“It’s really quite well organised,” Thwaites, a computer engineer, says. However, things are a lot better now as “the police are on to it” and have a warrant out for one of the thieves.
Ruth, who also lives in London, had a package containing incontinence pads stolen from her doorstep recently.
Initially, she thought three parcels had been taken, but two were later found “stuffed behind a flower trough” in her garden.
The package that was stolen “was left on the doorstep, in clear view of all”, despite the fact that she was in the house at the time. It was later replaced by Amazon.
“My main issue with most delivery companies is that they don’t give you time to answer the door (especially if you have mobility issues, as I do), or don’t bother to ring on the bell and just leave packages outside,” she says.
Rob, 47, who lives in Dundee and works in local government, had a three-month supply of powdered broccoli soup pinched from his doorstep.
“While I love the soup for how it makes me feel, I like to imagine the disappointment of whoever greedily opened the enticingly big cardboard box, only to find sachets of green powder inside,” he says.
“Either that, or they’ve discovered a whole new world of health benefits. But I probably wouldn’t want to bet on that.”
How to cut the risk of theft
• Opt for a specific delivery slot if possible, and track the parcel so you can be sure you are at home when it arrives.
• Install a doorbell camera. This can send a notification to your mobile phone when a delivery happens and record evidence of a theft.
• If you live in a flat, or are expecting an expensive item while you are out, use a secure locker service.
• Only nominate a safe space for delivery if it is out of public view, and never do so for high-value items. Remember: the retailer is not obliged to replace items stolen from a “safe place”.
• Film the opening of the parcel in case the contents have been removed or substituted.
• If an order fails to arrive, your contract is with the retailer, who must make good your loss. Contact the company’s customer services department, and it should arrange a refund, or replacement, and deal with the courier.
