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 is the editor of the New Statesman's sister site CityMetric. He is on Twitter, far too much, as @JonnElledge.

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The problem with grammar schools – and the answer to Labour's troubles

This week's news, from Erdogan the despot, to memories of Disraeli, and coffee and class.

Whom should we be cheering in Turkey? Coups are by their nature ­anti-democratic, whatever the rhetoric of their instigators, but Recep Tayyip Erdogan, the Islamist president, is about as much of a democrat as Vladimir Putin. Once he regained power, he dismissed several thousand judges, putting some under arrest. A large number of journalists were already in prison.

As recently as 1990, nearly half of Turkey’s employed population worked on the land and, even now, the proportion is more than a quarter. Erdogan has ruthlessly exploited the pious, socially conservative instincts of his people, who are rarely more than a generation away from the peasantry (and therefore politically “backward” in the Marxian sense), to win elections and push through economic liberalisation and privatisation. His foreign affairs ministry claims that the aim is to confine the state’s role to health, basic education, social security and defence. That is good enough for most Western governments. Provided he also co-operates in limiting the flow of Middle Eastern migrants into Europe, Erdogan can be as Islamist and authoritarian as he likes.

 

Quick fix for Labour

I have an answer to Labour’s problems. Its MPs should elect their own leader while Jeremy Corbyn continues as party leader. The former, recognised by the Speaker as the leader of the parliamentary opposition, would get the usual state aid for opposition parties. Corbyn would control Labour Party funds and assets.

He and his hardcore supporters should welcome this arrangement. Their aim, they say, is to build a new social movement. Relinquishing the burden of parliamentary leadership would leave them free to get on with this project, whatever it means. Corbyn could go back to what he enjoys most: voting against the Labour front bench. He would no longer have to dress up, bow to the Queen or sing the national anthem. This, I grant you, would not be a satisfactory solution for the long term. But the long term is more or less extinct in British politics. If Labour had peace for a few months, it might be enough. The situation would be resolved either by Corbyn falling under a bus (preferably not one driven by a Labour MP) or the Tory government collapsing in the face of a mass people’s uprising demanding Corbyn’s installation as supreme ruler. Don’t tell me that neither is likely to happen.

 

Divide and rule

The choice of Birmingham as the location to launch Theresa May’s leadership campaign, combined with proposals such as worker representation on company boards, has drawn comparisons between the new Prime Minister and Joseph Chamberlain.

Chamberlain, who as mayor of Birmingham in the mid-1870s tore down slums, brought gas and water supplies under public control and opened libraries, swimming pools and schools, was a screw manufacturer. There was an Edwardian joke – or, if there wasn’t, there ought to have been – that he screwed both major parties. He became a Liberal cabinet minister who split the party over Irish home rule, putting it out of power for most of the next 20 years. He and his followers then allied themselves with the Tories, known at the time as the Unionists. He duly split the Unionists over tariff reform, excluding them from office for a decade after the Liberals won the 1906 election.

Chamberlain was a populist who brilliantly combined patriotic imperialism with domestic radicalism, proposing smallholdings of “three acres and a cow” for every worker. One can see the appeal to some Brexiteers but he was also divisive and volatile, making him an odd role model for a supposedly unifying leader.

 

Mind your grammar

Justine Greening, the new Education Secretary, is the first to be wholly educated at a mainstream state secondary comprehensive. Pro-comprehensive groups were almost lyrical in praise of her appointment. Yet, unlike her predecessor-but-one, Michael Gove, she declines to rule out the ­return of grammar schools.

To understand how iniquitous grammar schools were, you need to have attended one, as I did. Primary-school friendships were ruptured, usually along lines of social class. The grammars were rigidly stratified. I was in the A stream and do not recall any classmates from semi-skilled or unskilled working-class homes. They were in the C stream and left school as early as possible with a few O-levels. No minister who wants a “one-nation Britain” should contemplate bringing back grammar schools.

 

Living history

Simon Heffer’s recent account in the NS of how his father fought in the Battle of the Somme led one letter writer to ask if anyone alive today could have a grandparent born in the 18th century. Another NS reader replied with an example: John Tyler, a US president of the 1840s, born in Virginia in 1790, had two grandsons who are still alive. Here is another possibility. “As Disraeli said to my husband . . .” If you hear a 94-year-old say that, don’t dismiss her as demented. Disraeli died in 1881. A 71-year-old who married a 24-year-old in 1946 (not impossible; the actors Cary Grant and Anthony Quinn both married women 47 years younger) could have spoken to Disraeli as a boy.

The past is not as far away as we think, though many politicians and journalists behave as though anything before 1980 happened on another planet.

 

Milk money

The class system is alive and well in parts of England. On a family weekend walk, we came across a small village with two adjacent pubs – one clearly for the toffs, the other more plebeian. This was most evident when ordering coffee. The downmarket pub told us that it served only UHT milk with its hot drinks. The other was ostentatiously horrified at the suggestion that it might serve any such thing. 

Peter Wilby was editor of the Independent on Sunday from 1995 to 1996 and of the New Statesman from 1998 to 2005. He writes the weekly First Thoughts column for the NS.

This article first appeared in the 21 July 2016 issue of the New Statesman, The English Revolt