Where is your delivery? Canada Post backlog in the middle of COVID-19 makes customers guess – National


Canada Post has been warning customers for weeks now that it is delivering packages at “record levels” due to the COVID-19 pandemic, but there does not seem to be an end in sight for the delays.There are many complaints online about the company’s delivery delays. Some clients describe weeks of waiting for items to be sent between provinces, while others describe long wait times for customer service calls and even offer to recover it from the treatment facilities themselves.

Aware of the backlog, Marie Labelle chose to pay for the expedited shipment of two packages.

She ordered a package of British Columbia coffee and tea on May 20 and a package of reptile food and supplies in Oshawa, Ontario on May 21. The two were to be shipped to his home in Quebec at an additional cost of more than $ 20 each, she said.

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“So they should have been here before the start of June,” said Labelle.

“I used the tracking tool to track progress, and as soon as the arrival date for Ontario arrived, it went back to” date pending “. I received an email from Canada Post regarding the one in British Columbia. have a “processing error” and expect delays. ”

Labelle said she is still waiting for the two packages. When she called about the orders, it was futile.

“The customer service was … short, to put it politely,” she said. “I was pretty much cut off and told that they couldn’t tell me more than what was on the website. ”

Labelle said the items were small and that she had ordered them before, so the significant delay seemed strange.

She asked to be reimbursed for expedited shipping charges – since the packages did not arrive, in fact, within three to five business days – but said that she was told “they do not reimburse” .

In accordance with its online policy, customers can request a refund for late delivery, but only if they meet certain criteria.

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Canada Post told Global News in a press release that “expedited services are always processed faster and therefore go through the system much faster”, but that the overload situation continues to apply.

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“It’s frustrating,” said Labelle. “We ordered with FedEx or UPS and received deliveries in a timely manner, so I don’t know what Canada Post is doing. ”

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Delivery challenges

The crown corporation described the COVID-19 crisis as “a difficult time.” These challenges are twofold.

As Canadians “do their part by staying at home,” online orders have only increased, said spokesperson Jon Hamilton. As home support recommendations persisted, the volume of orders collided with the size of orders.

“We see people sitting at home and saying,” Well, I could use a new patio set or a barbecue. “So we see larger items, heavier items,” he told Global News Winnipeg on May 29, adding that these types of deliveries often require more employees and more time.

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In addition to this, physical distance protocols in treatment facilities and other centers have slowed production. The measures are not only applied to protect workers but also customers, said Hamilton.

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“We have 21 processing plants across the country. We installed it in facilities that were never designed to keep people more than two meters away. Very few people are developing a processing plant for this, ”he said.

The changes have changed and duct tape lines the floor where employees have to work and stand, he said. Parcel sorting areas that would normally have up to four employees working can now have only one or two.

“But it adds extra time,” he said. “The process just takes longer due to the measures in place. This creates backlogs in all of the country’s facilities, not just one or two. ”

Amy Booker from Stouffville, Ontario is one of them. She had to be creative when she recently ordered an item from a company in the United States.

She placed an order for a flea and tick product for her horses in early April, but had it sent to a friend’s house in Parsonsfield, Maine, because the company was not shipping in Canada during the pandemic. When he arrived in Maine, his friend shipped him to Canada on May 4.

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Booker said his friend had completed all of the appropriate customs forms for the item to cross the border. The item, along with the costs and shipping, cost more than $ 200.

It has been three weeks since he was dispatched, and there is no sign of that, she said.

She contacted Canada Post regarding the delay and claims that she was told that he was still stranded at the border on Friday. She suspects that he may now be in a treatment facility in Mississauga, Ontario, but cannot be certain because the tracking page has not been updated.

“Basically, if it happens here, it happens here,” she said. “God knows where he really is. ”

Booker said she placed the order early, knowing not only the impact of COVID-19 on deliveries but also the importance of the item to her horses.

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“It is to help prevent ticks. It’s not just a piece of clothing, ”she said.

“I understand the heist to some extent with the pandemic. That being said, I’m sure the influx of packages isn’t much different from the Christmas holidays. ”

Booker is almost right.

Record parcel delivery

At Christmas, especially after cyber Monday and Black Friday, Canada Post announces that it will see days when two million packages will be delivered.

On May 19 alone, it hit an all-time record high of 2.1 million packages delivered to Canadians.

“This is about three times the norm for this time of year,” a spokesperson for Global News said in an email.

For packages from the United States, “delays are expected,” they said.

“We receive more than 50% of the usual number of packages from the United States compared to this time of year, with delays before they even reach us.”

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Canada Post says it takes a “before Christmas” approach to keeping up to date: deliver on weekends, manage processing facilities 24/7 and “use significant voluntary overtime with thousands of temporary employees trained ”.

But at the end of the day, it’s hard to pinpoint the reasons for the delays, Canada Post said.

“A delay may be different for each package depending on the route they take, or not happen at all,” said the spokesperson. “If people see an item paused at a location, it means it’s at the right time (sic) in a trailer waiting to come to the facility for processing. ”

If you haven’t seen a package yet, Hamilton said patience is key.

“Track your articles online. You might see them take a different path as we try to move to another facility that can manage capacity and move faster, ”he said. “We apologize for the delays, but they are for very good reasons. “


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