What’s Going On with the Post?

I had a curious experience with the post today. I was expecting a parcel, and then I received notification that the delivery person was unable to locate my address. I don’t live in a rural area, and letters are delivered without an issue. My experience is far from unique; across the country, issues with deliveries are causing headaches for consumers and businesses alike. So what’s going on?

The lead-up to Christmas is the busiest time for deliveries, with record numbers of consumers relying on online shopping. But customer services in this area have failed to meet the demand, meaning resolving issues with lost or undelivered parcels can be frustrating.

Poor parcel complaint services are harming small businesses. Research from Citizens Advice reveals that 47% of small businesses reported parcel problems within three months, with 79% of complainants experiencing delays, unresponsiveness, or excessive hurdles. These inefficiencies are not only costly to businesses, but also damage customer trust, and lead to poor ratings.

In the particular instance of today’s parcel, it has been redirected to the nearest Post Office, and I’ll be able to collect it some time in the next week or so. While the extra trip is an inconvenience, at least I’ll eventually receive my package. In recent months, I have twice been notified that parcels were left on my doorstep, with photographic evidence, only for them to be nowhere to be found. 

I checked Reddit to see what others are saying, and came across a subreddit titled "What’s happening with deliveries recently?" The responses reflect widespread frustration with delivery services. Complaints such as rushed and undertrained seasonal workers, unrealistic delivery deadlines, and poor handling of parcels are cited. 

Many blame companies like Amazon for prioritising speed and cost-cutting over quality service, leading to misplaced or damaged deliveries as well as unsafe practices like leaving valuable items in insecure locations. And while some commenters suggest delivery lockers as a solution, others argue this undermines the convenience of home delivery. Concern for drivers, who face immense pressure, long hours, and unfair penalties for mistakes, is also expressed. And it is important that we don’t forget the pressures delivery drivers face. 

What can be done? Well, I’ll be redirecting parcels elsewhere – either to pick-up points, or relatives who are able to accept them. But even I must concede, if I have to collect my parcels, what’s the point in home delivery?