UK consumer champion Which? has called on firms to "stamp out dodgy deliveries" after finding one in four people have had a problem with a delivery in the past year.
The survey, which questioned 10,450 Which? members in June and July 2014, found 60% of respondents said one of the reasons they shop online is due to the convenience of having the product delivered.
But the research found one in four (26%) people have had a problem with a delivery in the past year.
Delivery issues included parcels being late (17%), not delivered (3%) and even damaged (2%).
"One of the attractions of shopping online is the convenience of having your items delivered but we've found the experience can be anything but convenient," said Richard Lloyd, executive director of Which?.
"We want shops to do more to ensure that the service is first class, first time. Retailers need to respond to consumers' demands and stamp out dodgy deliveries."
The study also found more than three in ten (36%) of people said not being able to choose a suitable delivery time was an irritant when shopping online.
Not being informed of the time goods will be delivered (26%) was also a gripe, along with delays in receiving an item (15%) and getting goods that are damaged (11%).
Which? has called on shops to improve the delivery service they provide and for retailers to, among other things, provide specific timeslots for deliveries on a named day.