Missing presents and parcels in bins: why are private delivery firms so terrible?

Maybe we just get the service we’re willing to pay for.

Last summer, a friend living in Palestine wanted to send us a wedding present. She placed an order on a florist's website, the florist gave the flowers to a private delivery firm, the delivery firm gave them to a driver, and the driver got them as far as our front door. No one was in. So he put them back in his van and took them back to the depot, where they promptly died. Three days later, after waiting in specially, I took delivery of a large and expensive box of compost. Thanks to the magic of the internet, it is now possible to send flowers in London all the way from Gaza, yet delivery companies remain flummoxed by the impenetrable barrier of a locked front door.

Earlier this year, a different delivery firm was bringing me a new phone and, not wanting to go through this rigmarole again, I asked for it to be delivered to my office. It wasn’t. At the appointed hour, the whizzy online tracking service unilaterally decided I’d rejected the delivery. That evening found me in a windswept industrial estate car park wearing a high visibility jacket, attempting to explain that the reason I didn't have a utility bill proving I lived at the delivery address was because I don't live in my office.

"Don't antagonise them," whispered the man in the queue behind me. He was clearly an old hand: he’d brought his own high-visibility jacket.

With an estimated 10 per cent of Britain’s retail spending now spent online, delivery firms like Yodel, CityLink and DPD are playing an increasingly prominent role in our lives. And yet they are, as MoneySavingExpert's Martin Lewis succinctly described them recently, "crap". Everyone has a story: of parcels left in bins or thrown over walls, or automated phone lines that cheerfully tell you your package has already been delivered when it quite obviously hasn’t.

The public irritation seemed to peak over Christmas, when the papers were festooned with stories of presents going missing or arriving sometime around 29 December. When one firm failed to deliver to Labour's consumer affairs spokesman Ian Murray, he was told it was because his Edinburgh constituency office didn't actually exist. Later, the firm issued a clarification, blaming the fact that "Scotland isn't part of the UK".

It’s hard to think of another industry where you can so regularly fail to provide the service you’re contracted for. Taxi drivers don’t drop you three miles from your destination. Any restaurant that intermittently announced that the chef couldn't find the ingredients, so you'll have to cook the meal yourself, wouldn’t last five minutes. Yet private delivery firms, apparently, thrive.

The firms in question maintain that the vast majority of deliveries are, in fact, successful. Yodel says it delivers 92 per cent of its parcels first time. DPD goes further, claiming that the success rate for parcels delivered using its ‘Predict’ service – the online tracking thingammy – is 97 per cent.

It’s possible a sort of confirmation bias is at work here: that we forget the nine deliveries that worked perfectly, while remembering the one that ruined our day. More likely, though, the figures are misleading. When a parcel is stuffed inside a wheelie bin, or chucked unceremoniously over a back fence, it has, as far as the driver is concerned, been delivered. The same can be said of deliveries expected by 24 December that turn up sometime in mid-February. As long as it’s a first attempt, that’s a success. Big tick. Job done.

So, let's accept the premise that delivery firms are, quite often, not very good at actually delivering stuff. The obvious question is why.

One answer is simply that we're expecting too much. When a driver knocks at an empty house, they have the choice of leaving a parcel somewhere out of sight, where it might get damaged or nicked; or of taking it back to the depot, which is a pain for all concerned. Either option will make a lot of people unhappy quite a lot of the time, and result in angry front page stories in the Independent. The poor driver can't win.

This is true, as far as it goes. But it doesn't explain those incidents in which the firm claims a package has been rejected, without making any attempt at delivering. Nor does it explain the vexingly common phenomenon in which drivers post "sorry you were out" notes through letterboxes, without actually bothering to check. More than one person tells me they've confronted a driver as he was doing this: in each case, he rather sheepishly confessed he didn't actually have their parcel at all.

In fact, there might be a structural reason why delivery firms are so often rubbish:  they're accountable to the wrong people. When you order something online, you don't pick who delivers it, the retailer does. As a result, you can't boycott the delivery firm; neither are they the ones liable to compensate you if they screw up. There’s not enough payback for failure.

To make matters worse, many of these firms rely on self-employed drivers (this is particularly so at peak times such as Christmas, but seems to be true all year round). These guys are expected to do something like 100 drops a day, and are paid by the delivery. Leave aside the fact they're even less accountable to you than their employer is, and consider how this'll influence their behaviour. They have every incentive to prioritise easy deliveries, and no incentive whatever to care about you. If you're slow to the door; if it's difficult to park; if they forget to collect your parcel altogether, then that's just too bad.

Would boycotting online retailers who use these firms change any of this? Eventually, perhaps. But even if the public were willing to give up its home shopping addiction, the lack of transparency regarding which delivery firms a retailer uses would rather blunt the attack.

The bottom line is that delivering parcels is an expensive game. You need a national network of depots and drivers and, ideally, a call centre (all of which might make one ask if we weren’t better off with a single national Post Office). The business is seasonal; the overheads are high. These are not obviously lucrative firms. It’s just possible that the service we get is the one we're willing to pay for.

 

Why is it so hard? Photograph: Getty Images

Jonn Elledge edits the New Statesman's sister site CityMetric, and writes for the NS about subjects including politics, history and Daniel Hannan. You can find him on Twitter or Facebook.

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"The land of Gandhi can never be racist": is India in denial about its attitude to skin colour?

“If we were indeed racist, why would we live with the South Indians?" was how one politician addressed the debate. 

When we were kids, my younger brother and I would spend much of our time thinking up new and innovative ways to get under each other’s skin, as siblings often do. One of the most reliable weapons in my brother’s arsenal was a taunt about skin colour - he was quite fair even by Punjabi standards, a fact that he was inordinately proud of. I on the other hand, had a permanent tan. This is now politely referred to as a "dusky" complexion, but back then was just "kaala" (black).

Being older, I generally had the upper hand in this cold war of insults and condescension, but my brother employed this particular tactic to great success for a couple of years. Because it rankled, it really did. No amount of explanation about melanin and sun exposure, or the fact that we were both "brown" in the eyes of the world made a difference. He was fair, I was not, and that was that. We didn’t have the context or the vocabulary to articulate why that minor difference in skin tone was important, but we knew instinctively that it was. It took us years to realise how problematic these little exchanges were. By then, we had  recognised how racism and prejudice about skin colour had wormed its way into our psyches at a young age, even growing up in a fairly liberal household. We laugh about it now, and my brother is more than a little embarrassed about that short phase during his pre-adolescent years. But as recent events have reminded us, for many people in India, racism and colourism is no laughing matter.

Two weeks ago, a video posted on Facebook by the African Students Association of India (AASI) went viral. It showed a mob of 40-odd Indians armed with snooker cues, dustbins and chairs brutally assaulting two Nigerian students inside a mall in Greater Noida, a city in the northern state of Uttar Pradesh, just 40km from the national capital, and home to hundreds of students from Africa who study in the city’s many private colleges and universities. This was part of a wave of violence unleashed by residents of the city that saw at least four Nigerian students admitted to the hospital with serious injuries, and countless others being treated for minor injuries. The details of what transpired over that week are as familiar as they are sordid - a missing Indian student, who was later found, and died in the hospital of a suspected drug overdose. Rumours of Africans being "cannibals", a new addition to the long, long list of racist stereotypes about black Africans that are bandied about to justify such violence. Demands that all African residents of the area be kicked out. And eventually, inevitably, mob violence.

The response by the government and the police followed the general SOP for when such attacks happen - and they do, with alarming frequency. There were promises of swift action (which rarely materialises), brazen denials that the violence was motivated by racism or xenophobia (“Criminal not racial” is how External Affairs Minister Sushma Swaraj described one attack in 2016) and victim-blaming (“Africans are involved in drug-dealing, Africans don’t assimilate”).

Then there is the Gandhi factor. “India is the land of Gandhi and Buddha…we can never have a racist mindset,” declared a pompous Swaraj, conveniently ignoring the fact that Gandhi himself was a proponent of anti-blackness in his early years, separating the South African Indian community’s struggle for freedom from that of the Zulus and writing that “about the mixing of the Kaffirs (blacks) with the Indians, I must confess I feel most strongly.” The truth is that, despite three centuries of experiencing racial discrimination at the hands of British colonisers, India’s unrequited love affair with whiteness has remained undimmed. We - specifically the North Indians who dominate so much of our national political and cultural discourse - take pride in our "Aryan" heritage, thereby aligning ourselves with global white hegemony. We have internalised the pseudo-scientific European racial theories that were in vogue in the 19th and early 20th century, but have lingered on in our school textbooks long after they were debunked. Indeed, when black Africans in India talk about being treated like a caged animal in a zoo, it’s hard not to make connections with 19th century Europe’s infamous "human zoos".

But while much of India's anti-blackness can be traced back to a colonial hangover, it is also fuelled by our own indigenous strain of "colourism", one that predates European theories of racial superiority. Last week, former Bharatiya Janata Party MP Tarun Vijay went on an Al Jazeera programme to talk about the recent spate of attacks. “If we were indeed racist, why would all the entire south – you know Kerala, Tamil, Andhra, Karnataka – why do we live with them?,” he said. “We have blacks…black people around us.” In his attempt to defend India from charges of anti-blackness, Vijay inadvertently laid bare the full extent of India’s problem with skin colour-based bigotry - our othering of not just black Africans but also of the darker-skinned citizens from our own country. It’s not hard to guess who the "we" in that statement is - the fairer, upper caste North Indian Hindus that form the BJP’s core constituency, and who have for ages thought of themselves as the template for the "true Indian". Everyone else, whether it’s Dalits and lower caste citizens from across the country, or the Dravidian residents of the southern parts of the country (both associated, though not entirely accurately, with darker skin colour), are merely tolerated. These two strains of bigotry - race and caste - combine to create a society where darkness is, at best, treated as a personal failing, something that you must strive to overcome. At its worst, it leads to dehumanisation and, eventually, violence.

Much of the blame for the persistence of such toxic attitudes towards skin colour rest with India’s pop culture and mass media industries. Bollywood, as always, has been a pioneer. For decades, people of darker skin colour have been pushed to the margins, relegated to the role of caricature or villain. Take for example the still iconic song from the 1965 film Gumnaam, in which comedian Mehmood tries to win the attention of Anglo-Indian actress Helen. “Hum kaale hue to kya hua dilwale hain (so what if I’m black, I still love you),” he sings, reinforcing the improbability of a beautiful (read fair-skinned) woman like Helen falling in love with a dark-skinned man. More recently, there was the 2008 film Fashion, in which Priyanka Chopra plays a model whose descent into drugs and depravity finally hits rock bottom when she wakes up one morning next to a black man. There’s also a long history of Indian films featuring "blackface" and racist stereotypes of black Africans, best exemplified by a horrifying scene from 2000 film Hadh Kar Di Aapne, in which… actually, just watch it yourself because I can’t figure out a way to put it into words without throwing my laptop out the window.

Indian television is no different, with dark-skinned actors - especially women - so rarely seen on programmes or advertising, that any advertisement that dares to break the norm is celebrated as groundbreakingly progressive. And then there’s the fairness cream industry, endorsed by a host of top film and television celebrities, with advertisements that inextricably link fairness not just to beauty but also to employability, self-confidence and suitability for marriage. Just take a look at this epic five part tele-commercial by Ponds, appropriately titled White Beauty. The focus on whiteness is relentless, and this colourism runs rampant even as Indian movies and television borrow and steal from black culture at will, even bringing in rap artists like Snoop Dogg and T-Pain to perform on Bollywood songs. It’s another thing that Snoop Dogg - or anyone with the same skin colour - has as much chance of playing the lead in Bollywood as I have of becoming Potus.

In recent years, as Indians outrage about racist attacks against non-resident Indians (NRIs) in the US and Europe and get involved in global conversations about racism and cultural appropriation, many of us have also started turning a spotlight on racism back home. The fairness cream industry is facing increasing criticism, even from high profile actors like Abhay Deol who would otherwise earn big money by appearing in their ads. Explicit racism in film and in advertising no longer goes unchallenged. When former Miss World and current Bollywood royalty Aishwarya Rai appeared in a print ad for a jewellery brand that alluded to 17th century European paintings of noblewomen, complete with emaciated black child servant holding up a red parasol, she was met with a barrage of criticism and outrage that forced the company to withdraw the ad. But as last month’s attacks make clear, this is not nearly enough.

First, the Indian government and our political class needs to acknowledge that racism and anti-blackness are a real problem, instead of trying to brush it under the carpet. Step one would be to bring in a long overdue law against racial discrimination. But as the persistence of caste despite the legal abolition of caste distinctions 70 year ago shows, having laws on the books is not enough. We need massive programmes to sensitise police, bureaucrats and the public at large about the toxic effects of racism and how to counter it. Racist stereotypes in media and public discourse should be shut down, not tolerated or even reproduced by political leaders as they are now. Anti-racist and anti-caste discourse should be an integral part of the school curriculum. Celebrities, activists and civil society needs to be much more vocal in their critique of racist and colourist speech and actions. There are more than enough policy prescriptions out there, if we can find the political will to put them into action. And we must find it soon. Or our kids will continue to grow up with the notion that social worth is tied to where you are on the Fitzpatrick scale, they will continue to weaponise skin colour in schools and in playgrounds. And for those of us with darker skin, whether black Africans or "black" Indians, the possibility of sudden, explosive violence will always lurk around the corner.

Bhanuj Kappal is a freelance journalist based in Mumbai. 

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