Aye, I read that. Tricky problem eh?
The problem lies with courier firm compettitiveness meaning low wages for drivers; people ordering stuff they just know they won't be at home to collect and the usual 'administrative errors' the copout clause for all.
I think the answer lies in setting up a series of local dropoff/collection centres. That may make the delivery cost a little more but would probably soothe a lot of angry people.
Everybody likes the fact that internet shopping makes goods cost cheaper. Nobody really took in the attendant snags. Apart from delivery problems, there's also the problem of if goods break down the postage/admin costs of rma-ing a product.
One day I think we'll actually rue the loss of high street shops.