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 failed French presidential candidates who refuse to endorse Emmanuel Macron

While the candidates of the main left and right parties have endorsed the centrist from nowhere, others have held back. 

And breathe.

At 8pm on Sunday night France, Europe, and much of the West let out a huge sigh of relief. After over a month of uncertainty, scandals, rebounds, debates and late surges, the results of the first round of the French Presidential Election was as predicted: Emmanuel Macron (24 per cent) will face off against Marine Le Pen (21 per cent) in the second round of the election on the 7 May.

While polls have been predicting this face-off for a while, the shocks of Brexit and the election of Donald Trump had thrown polling predictions into doubt. But France has a good track record when it comes to polling, and their surveys are considered some of the most reliable in the world. The irony is that this uncertainty has meant that the polls have never been so central to a campaign, and the role of polling in democracies has been a hot topic of debate during the election.

The biggest surprise in many ways was that there were no surprises. If there was a surprise, it was a good one: participation was higher than expected: close to 80 per cent – on par with the Presidential Elections of 2012 – whereas there were concerns it would be as low as 70 per cent. Higher participation is normally a bad sign for the extremes, who have highly motivated voters but a limited base, and who often do better in elections when participation is low. Instead, it boosts the traditional parties, but here instead of the traditional right-wing Republican (Fillon is at 20 per cent) or Socialist parties (Hamon at 6 per cent), it was in fact the centre, with Emmanuel Macron, who benefited.

So France has so far not succumbed to the populist wave that has been engulfing the West. The contagion seemed to be spreading when the Italian Prime Minister Matteo Renzi lost a referendum on reforming the constitution, but the fightback started in Austria which rejected the far-right candidate Norbert Hofer in its Presidential election and voted for the pro-European, former-Green independent candidate Alexander Van der Bellen. Those hopes now rest on the shoulders of Macron. After having dubbed Angela Merkel the leader of the free world during his farewell tour of Europe, Barack Obama gave his personal blessing to Macron last week.

Many wondered what impact Thursday night’s shooting on the Champs-Elysées would have. Would it be a boon for Marine Le Pen’s anti-immigration platform? Or even right-wing François Fillon’s more traditional law and order approach? In the end the effect seems to have been minimal.

In the second round, Macron is currently predicted to beat Marine Le Pen by more than 60 per cent of the vote. But how does Le Pen almost double her vote in the second round, from around 20 per cent to close to 40 per cent? The "Republican Front" that saw her father off back in 2002, when he received only 18 per cent of the vote, has so far held at the level of the two traditional political parties. Both Hamon and Fillon have called to vote for Macron in the second round to stop the Front National - Hamon put it nicely when he said he could tell the difference between political opponents, and opponents of the Republic.

But not everyone is toing the line. Sens Commun, the anti-gay marriage group that has supported Fillon through thick and thin, said that it will not call to vote for either party – a thinly veiled invitation to vote for Le Pen. And Nicolas Dupont-Aignan, a conservative, Catholic and anti-EU right wing candidate, whose 5 per cent is the reason Fillon didn’t make it to the second round, has also abstained from calling to vote for either. It is within this electorate that Le Pen will look to increase her vote.

The other candidate who didn’t call to vote for anyone was Jean-Luc Mélenchon, who fell back on a demagogic position of saying he would follow the wishes of his supporters after having consulted them. But as a spokesperson for the FN pointed out, there are remarkable congruities between their respective platforms, which can be categorised as a populism of the left and a populism of the right.

They in particular converge over the question of Europe. Aping Brexit, both want to go to Brussels to argue for reform, and if none is forthcoming put membership of the Eurozone to the electorate. While Le Pen’s anti-Europeanism is patent, Mélenchon’s position is both disingenuous and dangerous. His Plan A, as he puts it, is to attempt reform at the European level. But he knows fine well that his demands, which include revoking the independence of the European Central Bank and putting an end to austerity (the ECB, through its massive programme of quantitative easing, has already been trying to stimulate growth) will not be met. So he reverts to his Plan B, which is to leave the European Treatises and refound Europe on a new basis with like-minded members.

Who those members might be he hasn’t specified, nor has he explained how he would leave the EU - at least Le Pen had the decency to say she would put it to a referendum. Leaving the European Treatise has been in his programme from the beginning, and seems to be the real object of his desires. Nonetheless, having set himself up as the anti-Le Pen candidate, most of his supporters will vote for Macron. Others will abstain, and abstention will only help Le Pen. We’ve been here before, and the last thing we need now is complacency.

 

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