For UK retailers, delivery is one of the most fragile parts of the customer experience. Research shows nearly 40% of UK retailers fail to meet their advertised delivery times. Many do not even communicate delivery timing clearly online, which directly affects purchasing decisions and brand trust.
Customers are unforgiving. In a recent survey, 64% of UK shoppers said they would not reorder from a retailer after a failed delivery; nearly two-thirds will not return at all after one bad delivery experience. Another study found 78% of UK consumers are unlikely to shop with a brand again after a poor delivery experience.
These statistics matter for business. Retail and pharmacy teams spend hours responding to delivery failures, refund requests, and lost orders. That time is not spent on sales, customer care, or fulfilling new orders. When delivery fails repeatedly, customers simply defect to competitors with better fulfilment experiences.
Pharmacies face a unique twist. While demand for medication delivery is growing, around 40% of Brits say they are interested in getting prescriptions delivered, most pharmacies still lack reliable same-day solutions. Only about one in eight online pharmacies offers same-day delivery today. That gap costs pharmacy businesses both loyalty and revenue.
Why Traditional Delivery Systems Increase Risk
National carriers prioritise scale over predictability. Parcels change hands multiple times, tracking is inconsistent, and support centres are remote. Even the UK’s most established operator, Royal Mail, has been fined millions for missing delivery performance targets.
That lack of control hurts retailers. When carriers delay or lose parcels, retailers have to intervene. They answer urgent queries, provide partial information, and manage frustration that ultimately feels like a failure of the brand itself.
For pharmacy teams, poor delivery performance is not just a commercial issue. Delays in receiving medication can undermine patient adherence and create anxiety among vulnerable customers — an operational and reputational hazard that cannot be ignored.
Retailers know this is not sustainable. Half of UK retail businesses report losing customers because of poor delivery experiences, and nearly half struggle with communication around deliveries.
How Onelivery Solves Delivery Pain Points for Businesses
Onelivery UK was built to change how retailers and pharmacies experience delivery, not just how they promise it.
Consistent delivery performance and accountability With Onelivery local fulfilment, retailers and health providers keep control of the last mile. Orders are tracked in real time, communication is clear, and every delivery is treated as a priority rather than a commodity. Retail teams spend less time chasing tracking updates and more time serving customers.
Reduce customer churn and protect loyalty When delivery works reliably, businesses protect the investment they make in acquiring customers. With failure rates lower and communication clearer, customers trust that orders will arrive as expected. Fewer failed deliveries mean fewer lost customers and more repeat business — a direct impact on lifetime value.
Pharmacy deliveries that fit real patient needs For pharmacies, Onelivery offers options pharmacies currently lack: same-day and scheduled delivery, visibility of progress, and support teams that understand the urgency of medicine fulfilment. This helps pharmacies close the gap between what patients want and what they are currently offered. Onelivery turns delivery from a business burden into a competitive advantage in patient care.
Marketplace exposure without risk Using the Onelivery marketplace, retailers get visibility in a network of local buyers who expect dependable delivery. There are no upfront listing fees and products appear where reliability matters most: in customers’ hands. This removes friction at checkout and increases conversion.
Delivery is no longer a background operation
It is a pivotal business function that affects loyalty, revenue, and growth. With UK shopper tolerance at historic lows and nearly half of retailers falling short on delivery performance, choosing a delivery solution that works with your business instead of against it is no longer optional.
Onelivery helps retailers and pharmacies take back control of delivery — improving reliability, reducing operational strain, and protecting customer loyalty. Instead of losing customers after one failed delivery, businesses can finally keep them for the long term.
