Royal Mail customer angry over parcel ‘dumped’ in bin

A parcel containing food and clothes was “dumped” in the bin by a postal worker and taken away by refuse workers before it could be collected, a customer says.

Eslyn Daley sent the items from Birmingham to London in June, in time for her brother to take them to their family in Jamaica.

But Post Office staff later showed her brother a picture of the package in a nearby recycling bin, which was away before it could be retrieved.

Royal Mail has apologised, though Ms Daley said she has not had a direct apology. The firm said it was “never” company policy to place parcels in bins, adding the employee involved had been spoken to.

Ms Daley, 67, said she had been left “shocked, upset, and stressed” by the ordeal and her treatment by the company since.

Bosses responded to a letter written on her behalf by the local MP, but she is still to receive a direct apology.

“You put garbage and rubbish in a bin,” Ms Daley said.

“If it is a mistake they need to prove that to me, but they haven’t said anything to me.

“If you take on the responsibility to deliver something, you should ensure that it is delivered in good condition.”

The parcel contained period underwear not widely available in Jamaica, for Ms Daley’s 12-year-old granddaughter, as well as soups and supplements for her 99-year-old uncle.

Despite a total value of about £100, she is only entitled to £20 in compensation because she sent the package second class.

Royal Mail said it recommended using its Special Delivery Guaranteed service for high value items, which includes £750 cover as standard.

But Al Carns, MP for Birmingham Selly Oak, said the company had “failed” and urged bosses to offer his constituent an “appropriate financial sum for her troubles”.

Jane Hawkes, a Gloucester-based consumer expert who advises people on their rights, said her inbox was filling up with people complaining about their deliveries.

She explained the issues were not isolated to a single company, but described the situation as “unacceptable”.

“An increasing number of parcels are being delivered where they shouldn’t be,” she said.

“The time pressure on couriers causes issues. Sometimes they are paid per drop, as opposed to per hour, which adds increasing pressure.”

Former Royal Mail employee Mark Redmond runs the Private Postman leafletting company in London.

He added online parcel tracking systems were also leading to confusion for the less tech-savvy.

It is becoming more common for couriers to leave items in places like porches or bin sheds before sending customers an online notification telling them where it is.

“They’re not leaving ‘sorry we missed you’ cards on a regular basis now because they’re too busy,” Mr Redmond said.

“For a lot of very older people who aren’t used to using computers it must be a total nightmare.”

The charity Citizens Advice said it had reviewed many reports of companies leaving parcels in locations that are insecure.

In a 2024 survey of 8,000 people, they found 36% had a problem with their last parcel delivery.

The Royal Mail said it was scored highest on accessibility in that survey, and had provided customers with options to register their needs.

The company added that where delivery was not possible and no instructions had been provided, it is policy to leave items with a neighbour, in a nominated safe place, or return it for a customer to collect.

“We are very sorry for the way this item was delivered and for the distress caused to Ms Daley,” a statement read.

“We have spoken to the postman involved and reminded the team of the standards expected to ensure this does not happen again.”