When a parcel delivery goes awry, Polly Weston does what every angry person in 2025 does... she searches the internet for similarly angry people to bask in the shared experience of being annoyed. Naturally, she finds countless groups on social media devoted to people complaining. There are posts from people furious about the delivery which never turned up at the designated time; or the parcel strewn on a doorstep, or with a photo in a mysterious unknown location; or, most annoying of all, the message to say "sorry we missed you" when they were absolutely, undeniably, incontrovertibly in the house and poised by the door waiting for the parcel at the time... But hidden in amongst the social media fist waving, she notices surprising posts from another group of people - delivery drivers themselves. On these groups, the delivery drivers explain the reasons why customers have the experiences they do, and the reasons why things go wrong. A single phone call to one delivery driver who she tracks down is more enlightening than any AI customer service chatbot could hope to be, and it sparks weeks of recordings with many people who have worked across all the different courier companies over the past ten years.

As the proposed merger between EVRi and DHL hits the headlines, this is the story of the multi-drop parcel courier industry and its recent history, as told by the drivers.

In 2013, 1.7 billion parcels were processed annually in the UK, in 2023, it was 4 billion, and it's projected to climb to 5.6 billion by 2028. How does an industry deliver that kind of growth? What does it mean for the people doing the work? And how exactly do you deliver to 270 locations in a single shift?

Produced and presented by Polly Weston in Bristol
Editor: Chris Ledgard