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I spend a riddiculous amount of time at the PO. Every day. I watch and I watch closely. Returns take seconds. The wait might be long but the scan takes a second. The only thing that slows down a return is people scrolling through their phones looking for QR codes. Business customers like me take seconds. I might have up to 2 bags of boxes but every one is perfectly packaged and pre-paid. It just needs a scan. Seconds. For customers like me and for returns customers they could just put in a self-service check out and we would all be in and out in minutes. Quicker than M&S. Or, have a dedicated window for scanning and nothing else. No facility to handle money at that window so nobody is tempted to ask for a service other than scanning. That would get the queues down instantly. It is the people picking up things that backs up the queue. The branch is not equipped to provide the service. Next time you're in the branch take a look at the shelf space immediately behind the servers. A few stacking shelves. That's all the space they have. Everything else is on the floor in a mess. I take on board what someone said about the private delivery companies not delivering to Peckham and I didn't know that. The biggest time wasting service of all is Parcelforce. If someone in front of me asks for Parcelforce I want to cry. Long, long, forms need to be filled out by hand, in triplicate. It is Dickensian. Please consider taking a few minutes to fill out an online complaint (link below). I honestly believe that an influx of complaints might make a difference. I don't want to demoralise the staff or anything sinister but the PO needs to see that the branch is broken. https://www.postoffice.co.uk/contact-us/in-branch-customer-experience -
Couldn't agree more with the frustration. I avoid it like the plague but made the mistake of picking up a parcel a couple of months ago and it took them 20 minutes to find it. This was after queuing for an hour. All the pickup parcels were just in a massive heap with no order or organisation so they manually had to search for everything. Bizarre and deeply annoying as if run well it could be a good asset to the Post Office and of course the community. Also, very much agree with the point re not taking it out on counter staff as it must be a terrible and demoralising environment to work in. -
It's my understanding that it's private delivery companies such as Evri that have the post office as a delivery point so you can't redirect those parcels to Peckham SO as that's only for Royal Mail but, yes, probably worth trying a different drop off point. As you say a lot of the queue is for people dropping off and picking up parcels to and from Evri and other companies, kind of like a private sorting office, and while there is clearly a huge demand for this service, the post office was never designed for the number of parcels it is now required to deal with resulting in long queues and lost or hard to find parcels. This messes up the efficient provision of other core PO services including cash/bank services now there are no banks in ED. I think this one office is being required to do too much for its size. -
I think one of the problems with Lordship Lane is the sheer number of people using it to return items as it is now one of the only Evri parcel return points - I have been in there a few times (with an Evri parcel return I hasten to add) and everyone seemed to be doing the same. Either that or posting bags full of small sized packages each one that took a few minutes to deal with! I agree - it's definitely not working but I don't think the Post Office really cares as the business is on it's knees and I suspect many of the poor staff having to endure it are too.
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