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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French presidential election: Macron and Le Pen projected to reach run-off

The centrist former economy minister and the far-right leader are set to contest the run-off on 7 May.

Emmanuel Macron and Marine Le Pen will contest the run-off of the French presidential election, according to the first official projection of the first-round result.

Macron, the maverick former economy minister, running under the banner of his centrist En Marche! movement, is projected to finish first with an estimated 23.7 per cent of the vote, putting him marginally ahead of Le Pen. The leader of the far-right Front National is estimated to have won 21.7 per cent, with the scandal-hit Républicain François Fillon and the left-winger Jean-Luc Mélenchon tied for third on an estimated 19.5 per cent each. Benoît Hamon, of the governing Socialist Party, is set to finish a distant fourth on just 6.2 per cent. Pollsters Ifop project a turnout of around 81 per cent, slightly up on 2012.

Macron and Le Pen will now likely advance to the run-off on 7 May. Recent polling has consistently indicated that Macron, who at 39 would be the youngest candidate ever to win the French presidency, would probably beat Le Pen with roughly 60 per cent of the vote to her 40. In the immediate aftermath of the announcement, he told Agence France Presse that his En Marche! was "turning a page in French political history", and went on to say his candidacy has fundamentally realigned French politics. "To all those who have accompanied me since April 2016, in founding and bringing En Marche! to life, I would like to say this," he told supporters. " 'In the space of a year, we have changed the face of French political life.' "

Le Pen similarly hailed a "historic" result. In a speech peppered with anti-establishment rhetoric, she said: "The first step that should lead the French people to the Élysée has been taken. This is a historic result.

"It is also an act of French pride, the act of a people lifting their heads. It will have escaped no one that the system tried by every means possible to stifle the great political debate that must now take place. The French people now have a very simple choice: either we continue on the path to complete deregulation, or you choose France.

"You now have the chance to choose real change. This is what I propose: real change. It is time to liberate the French nation from arrogant elites who want to dictate how it must behave. Because yes, I am the candidate of the people."

The projected result means the run-off will be contested by two candidates from outside France's establishment left and right parties for the first time in French political history. Should Le Pen advance to the second round as projected, it will mark only the second time a candidate from her party has reached the run-off. Her father, Jean-Marie Le Pen, reached the second round in 2002, but was decisively beaten by Jacques Chirac after left-wingers and other mainstream voters coalesced in a so-called front républicain to defeat the far right.

Fillon has conceded defeat and backed Macron, as have Hamon and the French prime minister, Bernard Cazeneuve. "We have to choose what is best for our country," Fillon said. "Abstention is not in my genes, above all when an extremist party is close to power. The Front National is well known for its violence and its intolerance, and its programme would lead our country to bankruptcy and Europe into chaos.

"Extremism can can only bring unhappiness and division to France. There is no other choice than to vote against the far right. I will vote for Emmanuel Macron. I consider it my duty to tell you this frankly. It is up to you to reflect on what is best for your country, and for your children."

Though Hamon acknowledged that the favourite a former investment banker – was no left-winger, he said: "I make a distinction between a political adversary and an enemy of the Republic."

Mélenchon, however, has refused to endorse Macron, and urged voters to consult their own consciences ahead of next month's run-off.

The announcement sparked ugly scenes in Paris in the Place de la Bastille, where riot police have deployed tear gas on crowds gathered to protest Le Pen's second-place finish. Reaction from the markets was decidedly warmer: the euro hit a five-month high after the projection was announced.

Now read Pauline Bock on the candidate most likely to win, and the NS'profiles of Macron and Le Pen.

 

Patrick Maguire writes about politics and is the 2016 winner of the Anthony Howard Award.

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