Big package delivery debate under the Coronavirus shadow: Hanania

The big delivery debate under the Coronavirus shadow: Hanania

By Ray Hanania

All that I know about delivering packages comes from my addiction to the hit TV comedy, "King of Queens." In it, Doug Heffernan, played by actor Kevin James, works for the fictitious "International Parcel Service," which looks hauntingly similar to UPS.

Although the comedy focuses on his hilarious relationship with his wife, Carrie, played by Leah Remini, and the irascible live-in father-in-law Arthur Spooner, played by the late Jerry Stiller, the underlying comedy was his job at IPS.

I learned a lot about delivery services from that show. One thing I did learn was the shallow perception that it didn't take a lot other than know how to start a truck to become a driver.

Ever since the Coronavirus pandemic landed on America shores on Jan. one year ago on January 19, 2020 in the State of Washington, the American public has become increasingly focused on cleanliness and minimizing contacts with people outside of their circles.

Concerned with being infected with the deadly COVID-19 virus that has so far taken the lives of more than 308,000 Americans and infected more than 17 million others, American consumers have adjusted their daily routines. They have changed their lives. It's not just about wearing a face mask, maintaining a safe six-foot social distancing from others outside of their immediate families, and significantly reducing all outside of the home activities from vacations to outdoor excursion.

"Sheltering in place" has forced Americans to find other ways to purchase products and we have seen a significant increase in orders placed online. That has resulted in an increase in the number of deliveries of packages that have taken place since the pandemic began. And that has resulted in an increase in many other things like theft, for example, creating another new term, "porch pirates."

Ever since online shopping and delivery to homes has become fashionable even before the pandemic, Packages have been stolen. During the pandemic, as the deliveries have increased, the thefts have increased, too. As many as 23 million Americans have had packages stolen that were delivered and placed at a their front door.

But that's not the only issue. Delivery companies now inform shoppers that their packages have been "delivered." The companies even have their "Doug Heffernan" take digital photos of the deliveries at their recipients front door sent to the consumer to confirm the delivery.

A growing number of consumers are complaining, especially on social media, about packages they ordered being delivered to the wrong addresses. And that has sparked a debate about who is to blame and the responsibility not only of the company delivering the packages but the employees who make the deliveries.

I had a package delivered to my summer home. I received an email telling me it was delivered. I even received a photo of the package at the front door. The problem was, it wasn't my door.

I complained to the company and then took the photo and drove first around the homes near my property trying to find the frontdoor that was in the photo. I did find it. The owner answered the door and acknowledged he received the package and brought it out, unwrapped and open. He said he was going to drop it off to my home. I'll take his word for that, although the I "found" the package, more than three hours had passed.

A package came to my Orland home one time addressed to another neighbor. In my case, I immediately got in the car and drove to the person's home to make sure they got it. It's what I would have wanted the other person to have done.

But what about the responsibilities of the delivery people? The "Doug Heffernan" of the world? Do they have any responsibility? Is it fair to blame them and hold them accountable or, as their defenders argue, they are being "overworked" and they have "tough jobs" and we should "cut them some slack."

Cut them some slack?

Data shows that the delivery companies are among the few businesses that have seen an increase in profits and employment during the pandemic. Delivery companies are hiring more employees because the demand for deliveries is increasing.

It's ironic how sensitive the delivery people are to this and other related issues.

When a delivery person for FedEx tossed a box about 10 feet up my drive-way to the door, I posted the Ring Camera video on my Facebook page. It turned out the delivery person was someone related to several friends on my Facebook page -- of course, I have almost 5,000 "friends" (or "trolls." Who can be sure? LOL!) And she was outed responding that she has a "tough job" and I don't understand the stress they are going through.

I might have sympathized but then thought of the old business slogan that successful businesses always embrace regardless of circumstances and facts. "The customer is ALWAYS right."

It sure didn't sound like this delivery person felt that way.

So what's your thought on how much responsibility should be placed on the delivery person to ensure that package you purchased with your hard-earned money during this time of economic concern is properly delivered to the correct address?

Maybe you think they should accept the responsibility and not pushback with their own complaints. Or, maybe you think that they do deserve a break.

I'd love to hear your thoughts on this, and even your experiences.

(Ray Hanania is an award winning former Chicago City Hall reporter. He has been writing columns since his first opinion commentary appeared in 'The Political Grapevine' in 1979 and during his former weekend show on WLS AM Radio. Email him at www.Hanania.com.)