A Delivery Company Who Just Don’t Deliver.
Dear UK Mail,
What an absolutely splendid job you are doing, of delaying my parcels by not delivering them and then – when queried – of dishonestly claiming to have attempted delivery. I trust this letter will give you some insight, although I suspect that – rather than enabling you to better the service you pretend to provide – you will instead learn to lie more convincingly.
I recently bought some record mailers, in bulk, and on the promise of next-day delivery. I bought them on a Saturday, and gave the company full leeway – perhaps they would not process the order until Monday, and I permitted them until the Thursday before enquiring as to the whereabouts of my parcel. Since I am presently working from home, you can maybe imagine my surprise when they informed me that, “The carriers have attempted delivery however they have advised each time there is no contact /access.”
Above: Some record mailers. Admittedly not the most exciting purchase of my life. Photo: Sounds Wholesale Ltd.
My response? “At the risk of calling them liars, the main door to my tenement building opens if you push it – there’s no secure entry – and, presuming they managed to overcome that small obstacle, it’s normal practice to leave a card when a delivery is missed. I have been checking every day since Monday – no parcel, no card.”
Subsequently, they managed to fulfil my order the next working day. I mentioned to the driver about the absence of a card, and he somewhat accusingly told me he had left one. Given that he seemed angrier about it than I had anticipated, I accepted that we were at an impasse and did not pursue the matter.
In the meantime, I had placed a second order with another company, for some stiff card envelopes. When these, too, failed to materialise in a timely manner, I contacted them and said, “My parcel should have arrived two days ago, by the latest estimate, and I’ve already had problems with UK Mail this week. Can you chase it up?”
Guess what they told me?
“We do use UK Mail for our Courier deliveries.
They have already tried to deliver your parcel on 2 occasions, but were unable to gain access to your building.”
Let me repeat that my block of flats has an unsecured communal entry. Access is available by PUSHING OPEN A DOOR, and your driver had previously managed that when bringing my record mailers. Had he somehow forgotten the process in the course of a few days?
More intriguingly, if he cannot operate a door then how does he get in and out of his vehicle? I presume he has a vehicle, and does not simply carry parcels around by hand. If that is indeed his method, it could account for the slowness of delivery.
Helpfully, this new company said they would ask for my parcel to be left in the foyer – that is, the close – which suited me fine. I live in a relatively quiet area, and trust my neighbours. Previous parcels have sat for days untouched outside my front door, circumstances being what they were.
Today, the next working day, I stepped out of the shower to discover a Missed Delivery card had been pushed through the letterbox. No sign of the parcel, and no details filled in on the card. Now I need to reschedule an already-late delivery, and I have just sold a whole load of stuff on Ebay that I am unable to post as the envelopes are somewhere in your depot.
To reiterate, I was told by one company that “each time” you had called there was no access, and the other company told me you had tried to deliver “on two occasions.” In both cases, a simple inquiry to them resulted in the delivery arriving the next working day.
I am calling you liars due to one key fact. If, as claimed, you had already visited my property twice, why did it take until the alleged third time before you actually left a card?
Far more likely, I feel, is that you claim to have attempted delivery because it is cheaper and less time-consuming than actually attempting delivery. Then you can force people to reschedule at a time when there is a greater chance of them being home.
I find myself in a position where I need to buy more packing materials, but am tempted to shop elsewhere purely so I do not have to deal with UK Mail again. This is hardly fair on the companies whose business you are impacting, however I suspect this level of service is indicative of your general disdain for customers. I need these products when I need them, and not when you can be bothered to physically turn up with them after having pretended to.
Without being wholly naive, I cannot expect this email will make the blindest bit of difference to your attitude or your business model. Unless, of course, this is a poor example of how your organisation operates and my local depot is just employing a lazy bastard or two.
Update: When I tried to send this, I discovered that the website does not offer an email address, and the contact form has a character limit which is less than half the length of this letter. Furthermore, when I input the card number and my postcode, to rearrange delivery, it told me there were no results found. The card has a promotional offer advertised on it, which expired six months ago – should that explain anything. Personally, I am done. If you ever get the chance to use UK Mail, avoid it.