Last month the Post Office ended its 360-year exclusive arrangement with the Royal Mail to allow private couriers to offer to collect and deliver parcels from its branch network.
Customers seeking to send a package from their local branch have the option of using German courier firm Evri and the French firm DPD as well as the Royal Mail and Parcel Force.
To test out which option was the best, prepared five packages to send from London, to Thurso, using the available options.
Each package weighed between 500g and a 1kg and were too large to post through a letter box.
The man behind the counter at the branch on Kensington Church Street looked bemused as all five packages were going to the same address.
To test out the various options, sent two packages with the Royal Mail, using the First and Second class service. A third package went with Parcel Force, while the remaining two were sent with Evri and DPD.
sent five packages from the Post Office on Church Street in Kensington to Thurso, Scotland on Tuesday lunchtime to see which delivery would arrive first
Fortunately the queue to get served was short, possibly influenced by the torrential downpour outside
When paying for the ParcelForce package, the man behind the counter suggested Royal Mail First Class offered better value for a saving of £7, which was excellent consumer advice. But the need to test the rival options was greater than the need to save money.
The packages were dropped off at the post office in Notting Hill Gate amid a terrible downpour.
Luckily the books had been sealed inside a plastic envelope, providing some element of protection from the elements ahead of their 679-mile journey to Thurso, on the north coast of Scotland.
The Hare and Tortoise-style race on the week before Christmas was designed to test the resilience of each of the options on one of the busiest weeks in the year.
The £12.45 ParcelForce Express 24 service was due to be delivered overnight, but arrived a day late on Thursday at 11.28am. One minute before the second class package
Despite being the cheapest option and expected to take the longest, Royal Mail’s £3.49 second class service travelled between Notting Hill Gate and Thurso, arriving at the address at 11.29am on Thursday, 21, 2023
DPD arrived at 3.19pm on December 21, claiming third place for the almost 700-mile trip
The First class package arrived at Friday lunchtime at 12.19pm
The £4.16 Evri parcel showed a delay, but arrived on Saturday morning – three days after the second class post
The Second Class Royal Mail service cost £3.49 while the First Class Package was £4.19.
The Evri package cost £4.16 – which included 69p in VAT.
The DPD package was the second most expensive service costing £9.95 including £1.66 of VAT.
The most expensive package was ParcelForce Express 24 service which cost £12.45, including VAT of £2.08.
Despite charging £12.45, the ParcelForce24 Express 24 service missed its Wednesday deadline.
It arrived on Thursday, one minute before the Second Class parcel.
DPD was the third parcel to arrive on Thursday, having been dropped off at 3.19pm.
The Evri package was the slowest of all five options according to this week’s test
Each of the packages was wrapped in a plastic envelope to save them from getting damp
All five packages were posted at the same time and sent to the same address in Thurso
The next package to arrive was First Class package delivered on Friday at 12.19pm – a full day after the Second Class service.
On Saturday morning, the Evri package’s tracking number was still showing a ‘delayed’ message until it arrived at 10.45am – two days after the winners.
However, all five packages successfully made it from London to Thurso ahead of Christmas.
Iain Grant from Thurso who received the packages said: ‘Getting parcels to arrive on time is always an issue but particularly at this time of the year.
‘It’s crazy the Royal Mail second class parcel arrived two days before the first class one.
‘How can they explain that?’
‘Evri did not cover themselves in glory, theirs coming three days after the first ones.
‘It seems to be a pretty random process.’
Earlier, an investigation by the Mail that only 108 out of 140 letters posted to addresses all over the country arrived on time.
Now, a poll by The Telegraph has found that 49 per cent of respondents had experienced delays this year and 48 per cent said service had deteriorated.
Martyn James, a consumer expert, told the paper: ‘Every single person I speak to tells me how poor their postal service has become in the last year. Many are experiencing huge delays, with some people reporting deliveries only arriving in clumps weeks after posting.
‘By far the biggest complaint is the missed appointment. With huge delays for operations, check-ups, health assessments and dental work, a late letter can mean the difference between getting a potentially serious medical condition assessed and treated to going to the back of a very long queue again.’
To add to this, the Royal Mail has been accused of prioritising parcels over letters as they are more profitable.
Last month, the Post Office allowed competitors to pick up packages from its branch network
This has meant letters could arrive to their destination as late as February, according to industry sources.
The festive period has long been the Royal Mail’s busiest time of the year, but last month it reported a £319m loss for the first six months of 2023-24 after being hit by strikes.
And with Saturday being the last day that post can arrive, there is growing fear over significant delays.
Under Ofcom’s rules, Royal Mail has to deliver 93 per cent of first-class mail within one working day and 98.5 per cent of second-class mail within three working days.
It was fined for missing these targets in 2022-23 when only 73.7 per cent of first-class mail was delivered on time and 90.7 per cent of second class.
The £5.6 million fine comes after Royal Mail avoided punishment during the Covid pandemic. In 2018-19, it was fined £1.5 million.
The postal service blamed the poor delivery times on a ‘uniquely challenging’ year when there was a long-running industrial dispute.
A spokesman for Royal Mail said: ‘[We] would like to reassure customers that the vast majority of mail continues to be delivered on time.
‘According to our latest published data, three-quarters of first-class mail arrives the following day, and 96 per cent within three of posting.’
Last month the Post Office announced plans to allow foreign-owned couriers to operate from Post Offices and collect packages for delivery – allowing consumers added choice.
The Post Office published research claiming to show that 48 per cent of parcel senders want greater choice of delivery providers.
And it suggested the rivals will be cheaper than Royal Mail saying: ‘The availability of multiple carriers at Post Office branches is poised to benefit individuals and businesses in their quest for cost-effective shipping solutions.’
Chief executive at the Post Office, Nick Read, announced the landmark move saying: ‘We are fundamentally transforming the Post Office by introducing new mails carriers for over-the-counter sales for the first time in our 360 year history.
‘This expanded partnership with DPD and Evri shows how we are disrupting the mails market to offer greater choice for customers and more opportunities for Postmasters as we build a Post Office fit for the future.’
The organisation’s managing director for Parcels and Mails, Neill O’Sullivan, said: ‘Post Office is innovating to meet changing customer preferences and the increasingly competitive market.
‘Our new buy-in-branch service reflects how Post Office has adapted as a business to ensure our customers now have access to multiple delivery carriers and services conveniently in their local Post Office.
‘It’s very exciting to have major carriers DPD and Evri as our launch partners for this new service which will be rolled out across branches over the coming months.’
Evri chief executive, Martijn de Lange, said: ‘We’re committed to delivering a high-quality, convenient, and reliable service and this partnership offers our cost-effective options, with great quality benefits such as tracking as standard, within the Post Office’s expansive network to reach more communities.
‘We deliver over 730 million parcels each year and as well as offering domestic services, which sees us deliver to almost every household in the UK, our international services will be available at selected Post Office counters.’
The DPD UK chief executive, Elaine Kerr, said: ‘DPD parcel recipients can already collect their parcels from Post Office branches and regard them as safe and trusted locations for a wide range of services. The new service will help reinforce the unique position the branches have and, for the first time, give face-to-face parcel customers genuine choice over how they ship.
Royal Mail refused to say when it was told about the Post Office’s decision.
A Royal Mail spokesman said: ‘Royal Mail has a long history of working with the Post Office and offers our services at all Post Office outlets throughout the United Kingdom.
‘As customer preferences have evolved we have also opened up a variety of new ways for customers to access our services, including more online postage options through our website and app, 24/7 drop off at locations like our Parcel Postboxes and collection from home through services such as Royal Mail Parcel Collect.