Canada Post delivery misses birthday target

Package languishes in Montreal sorting centre as pandemic strains postal service

With 15 days advance, Edmonton resident Laura Severs figured the birthday gift she mailed to Montreal for her younger brother Andy was sure to arrive on time.

But Andy’s birthday came and went on Tuesday, with his package still sitting in a Montreal sorting facility.

“I figured I had plenty of time to get it there” without paying more for priority delivery, Severs said in a phone interview on Wednesday.

“I understand these aren’t normal times, but they should tell us before we send out the packages so we can look at alternative means or different shippers.”

According to tracking information provided on the Canada Post website, Andy’s birthday gift was mailed out from Edmonton on May 11 and arrived at a Montreal sorting facility on May 15.

And there it sat collecting dust, and has yet to be delivered.

“I called the customer-service line three times,” Severs said. “The agents were kind, but they kept mentioning that sorting facilities are not equipped for COVID-19.

“I understand that, but it’s not normal that it hasn’t moved since May 15.”

Severs said the small package contains a birthday card and other items, which she would not reveal to avoid ruining Andy’s surprise.

Her brother is celebrating a “major birthday,” she said, without wanting to reveal his age, either.

It appears the situation is more difficult for parcels heading to Montreal. Andy mailed Laura a package — on May 15 — and it arrived in Edmonton five days later.

“One of the times I spoke with an agent, he kinda let it slip that parcels are sitting in secure trailers” outside the Montreal sorting facility, she said. “An agent said he had received a number of calls for parcels in the Montreal area that he said were ‘going nowhere.’ ”

Severs said she uses the mail every year for her brother’s birthday and over the holiday period, and has never experienced such a long delay.

In an emailed statement, Canada Post’s media relations team said the corporation is receiving unprecedented volumes of mail during this time because of increased online purchases.

It said it delivered a one-day record of 2.1-million parcels on May 19 — three times more than the average for this time of year.

Sorting facilities are not designed for social distancing now necessary because of the coronavirus crisis, the statement added.

“It’s not just the volumes that are causing challenges; the number of larger household items, like mini-fridges, patio furniture and barbecues, coming through our network have also increased,” the statement said. “These bulky items often require a two-person lift, which creates additional safety challenges and delays.”

The corporation said delays are not limited to Montreal; they appear to be a problem throughout the country, and some temporary staff have been hired and trained to help handle the extra work.

Severs checked on her parcel again on Wednesday, and the tracking information noted the item was in transit, with an expected delivery date of Friday.