When "free shipping" is what consumers expect, do you think people are ready to pay for better service? It the package is lost, it is often cheaper to write it off as a loss and send another item or refund.
If you need overnight shipping, you can have it, but it is not cheap, so most people won't do it. As for documents, is is all electronic now.
Logistics is very much alive, but it is adapted to our needs, that is massive containerships for worldwide trade, local warehouses for fast delivery of common items, reliability that is in balance with the cost of losing items, speed matching what people are ready to pay for, and specialized services for special needs, like overnight shipping.
EDIT:
It made me think about the "Lettre Verte" in France, named after the green stamp, and also supposedly because it is good for the planet. It was introduced early 2010s as a cheaper, slower (2 days instead of 1) alternative to the "priority" red stamp. And now the red stamp is gone, replaced with an electronic service and the green stamp is now 3 days instead of 2. Mail has become much slower overall, because there is much less mail than before, and fast service is not economically viable nor essential on a day-to-day basis. La Poste used to have a dedicated high speed train, equipped with sorting center for overnight mail across the country, now decommissioned, not enough mail to fill a train.
This is not it. Services are bad because month by month year by year, capitalism demands that they produce endless growth. When there's nothing legit left to strip down then they start taking out the floorboards.
Exact same thing as shrinkflation; make the product smaller for more money because there's no other way that the execs and shareholders get to jerk each other off this year. And then the next year, and the next.
Delivery services/couriers have been having to deliver more packages faster for less money YoYoYoY.
> make the product smaller for more money because there's no other way that the execs and shareholders get to jerk each other off this year.
That's an amusing image but the real reason they're doing it is that often those assets are used as collateral to acquire debt and cannot, under any circumstances, decrease in value.
It reached a point where it doesn't matter if the service is shitty or not rendered at all - as long as stock increases in value no one cares.
Agreed. The author seems to think that logistics should be like memory and Moore's Law, but in fact there are very rigid limits on the system. Sea transport isn't going to get any faster - probably ever. Air transport is subsonic. Ground transport is limited to highway speeds for trucks, and about the same in the US for rail (because we suck and can't have nice things).
These hard limits mean that the improvements in delivery speeds are asymptotic to a significant, nonzero value.
Product delivery throughput is profit to logistics companies; they aren't sitting around just hoping their trucks see all the green lights on their next trip. Storage management is being aided by robots, but no one expects them to start retrieving packages 10x faster than humans. We've had robotic inventory control for at least three decades in many factories, and the possible gains are probably already technically realized.
> Sea transport isn't going to get any faster - probably ever.
Sea transport could be sped up by 50% with current ships just by turning the engines to full, but that increases the fuel cost dramatically. With an EV ship that fuel cost increase would probably be negligible.
The issue with speeding up sea transport is that the ports at either end are already running close to or at capacity, so increasing the number of ships arriving each day just leads to more time at anchor.
Fair points, but I think you're responding to an argument my piece isn't quite making.
The complaint isn't that logistics should follow Moore's Law or that we need same-day delivery for everything. It's that we're paying more for objectively worse service than we had a decade ago. Services aren't "adapting to consumer needs", its just objective decay being masked as optimization.
The Lettre Verte example actually reinforces the point: service got slower, then slower again, not because physics demanded it but because maintaining the previous standard became inconvenient. The dedicated sorting train wasn't decommissioned because trains stopped working; it was decommissioned because the institution decided the mail didn't matter enough to run it.
Nobody expects sea transport to break the sound barrier. But when 73% of consumers experience an outright delivery failure in a three-month period, that's not bumping against hard physical limits. That's drivers marking packages "delivered" that weren't, because lying clears the route faster. That's solvable. We're just in a system that doesn't incentive fixing it.
The asymptotic argument would land if we were approaching some theoretical maximum. We're not. We're sliding backward from where we were, while costs rise. I'm not asking for magic, I'm asking where went the reliability we already had, at the prices we're already paying.
> Sea transport isn't going to get any faster - probably ever.
It seems to me that modern freight ships are optimized for capacity/cost ratio and not for speed - hull shape is very close to a box with a short bow/stern attached. I'm not an expert but it looks like if you make the hull longer and a bow/stern narrow you can go faster. Military ships are optimized for speed and their hull shape is not a box.
The article makes a claim that it is no better in Canada and proceeds to remark about financial conditions. The mail is being delivered just fine, just not profitably.
I've not had issues with the USPS, but I don't doubt that it is getting worse. Private delivery (Amazon and the like) has been pretty much flawless. Order from McMaster, and it almost invariably arrives within two days (continental US)
I just don't experience what the author is getting at.
The USPS is in year 4 of a 10 year overhaul of its infrastructure. New facilities with new equipment optimized for the current mail mix. Magazines and catalogs used to be huge. Now they are a fraction of their volume. First class letter volume is crashing as everyone goes paperless.
Where there use to be separate facilities for processing first class, bulk mail, and packages; the new facilities deal with everything. And where the old system of 50 NDC (National Distribution Centers) are being consolidated to ~30 RPDC (Regional Processing and Distribution Centers) leading to a whole new strategy of how mail moves East to West and West to East. And mail sorting for delivery used to happen by mail carriers at local Post Offices, is now happening at LSDC (Local Sorting and Delivery Centers) set up service all mail carriers in a 50 - 70 mile radius.
And all of these changes are happening while still having to deliver mail (It never stops Jerry. It just keeps coming and coming)
So if you’re in the Midwest like Chicago, stuff coming from the Midwest or Eastcoast has been getting stuck in Indianapolis-taking 10 to 15 days. Stuff coming from West Coast gets here in 5.
There are 42,000 active zip codes and 640,000 employees. Making changes to that organization is hard and takes time.
What’s really cool is the work going on with Amazon, Walmart, Target and others for them to deliver packages directly to LSDC for same day delivery. Once you get away from the cities, no one can compare with the USPS for last mile delivery.
TLDR USPS is changing. Things may get worse before they get better.
Even simple "changes" (like cutting a single truck) cause massive mayhem in their wake.
The simple "elimination" of nightly mail pickup from rural post offices has resulted in multi-day backlogs just getting anything out of your local Post Office. If I walk into any of my local POs in the county this morning to ship a Priority Mail Express letter overnight, they will not guarantee that it will be received tomorrow. The envelope will sit for nearly 24 hours locally for tomorrow morning's mail truck before it is brought back to a processing center tomorrow night to be introduced into the mailstream and finally processed outbound.
Basically anything being shipped cross-country is going to be snared in Rural Delay Hell and it absolutely sucks. Combine this with the recent postmarking changes and we're in for an absolute fun treat when it comes for mail-in-voting time.
Speak for yourself. My mail is usually delivered next-day and I can track it live on the truck. I get annoyed when something I ordered is being delivered by someone other than swisspost. I get notifications the day before and day of delivery.
Swisspost had been cutting its budget back consolidating locations but despite this is delivering even better service using tech.
> Mail not working is a symptom of something larger—a preference for metrics over outcomes, for cost-cutting over capability, for whatever can be measured over what actually matters.
This sentence sounds straight out of ChatGPT (along with the general substance-less nature of the article).
Sounds literary, if a bit grandiloquent, more than anything. It was once considered "good style" and books from the XIXth and XXth centuries are full of such sentences. See the works of James Jeans, John McPhee, Carl Sagan, and the like for instance.
Denmarks main postal carrier discontinued letter delivery last year.
Living in Germany I find the contrast always interesting and often, unfortunately, annoying. Almost anything legal has to be done on paper via letter. Fax (yes, really) is one of the only other alternatives that is accepted. Im just really glad that after moving, my new hometown is significantly stepping up their digital game and making it as easy as possible. They even respond to emails in city hall!
I sometimes wonder if I'm doing something wrong (as a German citizen). What are all this legal letters, people supposedly get all the time? Since I have "Briefankündigung" where I get a picture of the envelope via e-mail the night before it gets delivered I just checked all my mail of 2025. (Excluding Spam, not even 10 letters. The majority where RFID-card delivers.) I got the voting card for the 2025 Bundestag election and the car tax guys did sent me something because of a new car. Why the later didn't use Elster for that, I have no idea.
I give you that. Most organisations are paper first and you have to login and select "digital communication only" once.
FedEx is easily the best carrier in my area right now. It's not even close. If I need absolute certainty that something will arrive, I'm paying extra for the overnight priority option. All of my employers have seen it the same way. Even the holiday gift packages are sent FedEx.
USPS has been a disaster by comparison. We've been dealing with actual criminal elements in my local post office stealing and tampering with mail. I don't know of anyone in my community who hasnt filed a complaint with the USPIS. I don't even care about the packages anymore. I'm more worried about the tax forms, vehicle titles and replacement credit cards getting lost now.
Any merchant who only offers USPS or uses them as the last mile of delivery is a no-go for me. Amazon is the most stressful experience because you never know. The best approach I've found is to use their pickup box and batch things to coincide with my grocery trip.
Obviously you're summarizing a frustrating problem, so my suggestion may be unhelpful. However, mail tampering is a serious crime. If everyone is complaining, and the USPS is doing nothing, it should be handled as a crime.
I'm not familiar with US law in this, but I know the FBI has stepped in for some cases that are over state borders. Anecdotally, that is.
And I also know that private citizens can bring criminal cases to the prosecutor if the police aren't. If there are a lot of you, it wouldn't be too expensive to jointly hire a lawyer. Because this is absolutely not normal, at all.
And it should be squashed, and hard, with people led away in cuffs.
If this problem is persistent, the local city should get involved too.
> Modern logistics companies succeed financially while failing at the task. Stock prices go up. Service goes down. The quarterly report looks great. Your package is in a warehouse two states away marked “delivered.”
It's not just logistics. It's the same with big corporations all across the economy. Service or product quality going down, stock prices going up.
I had some dramatic episodes. Surprisingly, FedEx is very bad in Germany too. Once I had to retrieve a laptop from a FedEx station to prevent it from going back to China. The trick is, it was addressed to a different name. The truck just went by the door for three days, "nobody home". That was a situation.
It's not FedEx, fluent usage of "c/o" when receiving post and packages in Germany is an absolute necessity. Once colleague from workplace ordered a modem from vodafone hoping he'll set up the internet by the end of the week, in the end the set up took over a month and almost led to his mental breakdown.
The postal service doesn't need to be fast, but it does need to be reliable. The natures of one's promises are less important than whether or not they are kept.
I think two phenomena are at play here, other than plain-old enshittification:
1) Demand for mailing of common letters and documents has dramatically decreased, so it makes sense to defund the mail system. Economies of scale also suffer, further compounding inefficiency
2) In the times of the Pony Express it was probably ok to accept the death of a few riders here and there. Labor standards and thus costs are a major factor in this segment, and they have risen a lot
> In the times of the Pony Express it was probably ok to accept the death of a few riders here and there
That made me curious so I looked it up: "There is historical documentation that four Pony riders were killed by Indians; one was hanged for murder after he got drunk and killed a man; one died in an unrelated accident; and two froze to death."
I don't know about USA, but in the place I live, I can get a package 24 hours after buying it on-line, even on Saturday. It depends on when the shop will actually send the package.
> With modern technology, the USPS estimates that a similar sized letter would take a maximum of five days. With planes, trains, and automobiles available to us, we’ve shaved off about two days.
> Two days. In 165 years.
Going back to the start of the article, just like the Pony Express was closed due to telegrams, letter speed is not that important most of the time thanks to phones, internet, etc.
No one cares because couriers do super urgent physical items like blood and for everything digitial email cam get it there in 5 seconds. So if general logistics is a bit slower doesnt matter.
I find the withdrawal of post services very unsettling. How do you enforce anything with fintechs, banks, insurance companies? You realize that they can freeze your funds and accounts at will, ignore emails, and outright lie over the phone?
When I requested a form from HMRC they diligently used every maximum legally allowed time for processing, response, and shipping;)... and also were grumpy over the phone.
I worked in the shipping department of an online store as a side job during my studies, so I know a bit or two about this.
The issue is that management of all shipping companies is expected to run their services 100% resource-efficiently and without any slack (wasted money). The problem is that the only way to do that you are essentially constantly above capacity.
I had certain services where literally every second month a new unfortunate subcontractor with yet another beaten up white van would show up. Needless to say their service quality was absolutely shit, since those subcontractors didn't even get a chance to learn how to do the job properly.
Extracting as much money as possible from shipping isn't the same as providing a good service. Reliable service needs redundancy and underutilized capacity. If your laptops CPU was constantly at 150% load you wouldn't say "Great I am not wasting resources", you would get a beefier CPU that gives you enough headroom for your daily tasks.
When "free shipping" is what consumers expect, do you think people are ready to pay for better service? It the package is lost, it is often cheaper to write it off as a loss and send another item or refund.
If you need overnight shipping, you can have it, but it is not cheap, so most people won't do it. As for documents, is is all electronic now.
Logistics is very much alive, but it is adapted to our needs, that is massive containerships for worldwide trade, local warehouses for fast delivery of common items, reliability that is in balance with the cost of losing items, speed matching what people are ready to pay for, and specialized services for special needs, like overnight shipping.
EDIT:
It made me think about the "Lettre Verte" in France, named after the green stamp, and also supposedly because it is good for the planet. It was introduced early 2010s as a cheaper, slower (2 days instead of 1) alternative to the "priority" red stamp. And now the red stamp is gone, replaced with an electronic service and the green stamp is now 3 days instead of 2. Mail has become much slower overall, because there is much less mail than before, and fast service is not economically viable nor essential on a day-to-day basis. La Poste used to have a dedicated high speed train, equipped with sorting center for overnight mail across the country, now decommissioned, not enough mail to fill a train.
This is not it. Services are bad because month by month year by year, capitalism demands that they produce endless growth. When there's nothing legit left to strip down then they start taking out the floorboards.
Exact same thing as shrinkflation; make the product smaller for more money because there's no other way that the execs and shareholders get to jerk each other off this year. And then the next year, and the next.
Delivery services/couriers have been having to deliver more packages faster for less money YoYoYoY.
> make the product smaller for more money because there's no other way that the execs and shareholders get to jerk each other off this year.
That's an amusing image but the real reason they're doing it is that often those assets are used as collateral to acquire debt and cannot, under any circumstances, decrease in value.
It reached a point where it doesn't matter if the service is shitty or not rendered at all - as long as stock increases in value no one cares.
2 replies →
Agreed. The author seems to think that logistics should be like memory and Moore's Law, but in fact there are very rigid limits on the system. Sea transport isn't going to get any faster - probably ever. Air transport is subsonic. Ground transport is limited to highway speeds for trucks, and about the same in the US for rail (because we suck and can't have nice things).
These hard limits mean that the improvements in delivery speeds are asymptotic to a significant, nonzero value.
Product delivery throughput is profit to logistics companies; they aren't sitting around just hoping their trucks see all the green lights on their next trip. Storage management is being aided by robots, but no one expects them to start retrieving packages 10x faster than humans. We've had robotic inventory control for at least three decades in many factories, and the possible gains are probably already technically realized.
> Sea transport isn't going to get any faster - probably ever.
Sea transport could be sped up by 50% with current ships just by turning the engines to full, but that increases the fuel cost dramatically. With an EV ship that fuel cost increase would probably be negligible.
The issue with speeding up sea transport is that the ports at either end are already running close to or at capacity, so increasing the number of ships arriving each day just leads to more time at anchor.
4 replies →
Fair points, but I think you're responding to an argument my piece isn't quite making.
The complaint isn't that logistics should follow Moore's Law or that we need same-day delivery for everything. It's that we're paying more for objectively worse service than we had a decade ago. Services aren't "adapting to consumer needs", its just objective decay being masked as optimization.
The Lettre Verte example actually reinforces the point: service got slower, then slower again, not because physics demanded it but because maintaining the previous standard became inconvenient. The dedicated sorting train wasn't decommissioned because trains stopped working; it was decommissioned because the institution decided the mail didn't matter enough to run it.
Nobody expects sea transport to break the sound barrier. But when 73% of consumers experience an outright delivery failure in a three-month period, that's not bumping against hard physical limits. That's drivers marking packages "delivered" that weren't, because lying clears the route faster. That's solvable. We're just in a system that doesn't incentive fixing it.
The asymptotic argument would land if we were approaching some theoretical maximum. We're not. We're sliding backward from where we were, while costs rise. I'm not asking for magic, I'm asking where went the reliability we already had, at the prices we're already paying.
9 replies →
> Sea transport isn't going to get any faster - probably ever.
It seems to me that modern freight ships are optimized for capacity/cost ratio and not for speed - hull shape is very close to a box with a short bow/stern attached. I'm not an expert but it looks like if you make the hull longer and a bow/stern narrow you can go faster. Military ships are optimized for speed and their hull shape is not a box.
The article makes a claim that it is no better in Canada and proceeds to remark about financial conditions. The mail is being delivered just fine, just not profitably.
I've not had issues with the USPS, but I don't doubt that it is getting worse. Private delivery (Amazon and the like) has been pretty much flawless. Order from McMaster, and it almost invariably arrives within two days (continental US)
I just don't experience what the author is getting at.
The USPS is in year 4 of a 10 year overhaul of its infrastructure. New facilities with new equipment optimized for the current mail mix. Magazines and catalogs used to be huge. Now they are a fraction of their volume. First class letter volume is crashing as everyone goes paperless.
Where there use to be separate facilities for processing first class, bulk mail, and packages; the new facilities deal with everything. And where the old system of 50 NDC (National Distribution Centers) are being consolidated to ~30 RPDC (Regional Processing and Distribution Centers) leading to a whole new strategy of how mail moves East to West and West to East. And mail sorting for delivery used to happen by mail carriers at local Post Offices, is now happening at LSDC (Local Sorting and Delivery Centers) set up service all mail carriers in a 50 - 70 mile radius.
And all of these changes are happening while still having to deliver mail (It never stops Jerry. It just keeps coming and coming)
So if you’re in the Midwest like Chicago, stuff coming from the Midwest or Eastcoast has been getting stuck in Indianapolis-taking 10 to 15 days. Stuff coming from West Coast gets here in 5.
There are 42,000 active zip codes and 640,000 employees. Making changes to that organization is hard and takes time.
What’s really cool is the work going on with Amazon, Walmart, Target and others for them to deliver packages directly to LSDC for same day delivery. Once you get away from the cities, no one can compare with the USPS for last mile delivery.
TLDR USPS is changing. Things may get worse before they get better.
> Things may get worse before they get better.
I like to say, things ALWAYS get worse before they get better!
Halfway through a remodel your kitchen is now torn up and nonfunctional.
Halfway through a surgery you have an open gut wound AND a tumor.
Halfway through combing your hair you look like you had a stroke halfway through combing your hair.
Even simple "changes" (like cutting a single truck) cause massive mayhem in their wake.
The simple "elimination" of nightly mail pickup from rural post offices has resulted in multi-day backlogs just getting anything out of your local Post Office. If I walk into any of my local POs in the county this morning to ship a Priority Mail Express letter overnight, they will not guarantee that it will be received tomorrow. The envelope will sit for nearly 24 hours locally for tomorrow morning's mail truck before it is brought back to a processing center tomorrow night to be introduced into the mailstream and finally processed outbound.
Basically anything being shipped cross-country is going to be snared in Rural Delay Hell and it absolutely sucks. Combine this with the recent postmarking changes and we're in for an absolute fun treat when it comes for mail-in-voting time.
1 reply →
Where can you read more about this?
1 reply →
How many packages a year do you order, do you think? Just curious.
Speak for yourself. My mail is usually delivered next-day and I can track it live on the truck. I get annoyed when something I ordered is being delivered by someone other than swisspost. I get notifications the day before and day of delivery.
Swisspost had been cutting its budget back consolidating locations but despite this is delivering even better service using tech.
it could help that our country is pretty small, rich, and has about the same population size as New York City :)
but i do agree, Swiss Post is great. live-tracking while they're delivering, nice app which shows you all info etc.
> Mail not working is a symptom of something larger—a preference for metrics over outcomes, for cost-cutting over capability, for whatever can be measured over what actually matters.
This sentence sounds straight out of ChatGPT (along with the general substance-less nature of the article).
Sounds literary, if a bit grandiloquent, more than anything. It was once considered "good style" and books from the XIXth and XXth centuries are full of such sentences. See the works of James Jeans, John McPhee, Carl Sagan, and the like for instance.
Denmarks main postal carrier discontinued letter delivery last year.
Living in Germany I find the contrast always interesting and often, unfortunately, annoying. Almost anything legal has to be done on paper via letter. Fax (yes, really) is one of the only other alternatives that is accepted. Im just really glad that after moving, my new hometown is significantly stepping up their digital game and making it as easy as possible. They even respond to emails in city hall!
https://edition.cnn.com/2025/12/30/europe/denmark-postal-ser...
I sometimes wonder if I'm doing something wrong (as a German citizen). What are all this legal letters, people supposedly get all the time? Since I have "Briefankündigung" where I get a picture of the envelope via e-mail the night before it gets delivered I just checked all my mail of 2025. (Excluding Spam, not even 10 letters. The majority where RFID-card delivers.) I got the voting card for the 2025 Bundestag election and the car tax guys did sent me something because of a new car. Why the later didn't use Elster for that, I have no idea.
I give you that. Most organisations are paper first and you have to login and select "digital communication only" once.
FedEx is easily the best carrier in my area right now. It's not even close. If I need absolute certainty that something will arrive, I'm paying extra for the overnight priority option. All of my employers have seen it the same way. Even the holiday gift packages are sent FedEx.
USPS has been a disaster by comparison. We've been dealing with actual criminal elements in my local post office stealing and tampering with mail. I don't know of anyone in my community who hasnt filed a complaint with the USPIS. I don't even care about the packages anymore. I'm more worried about the tax forms, vehicle titles and replacement credit cards getting lost now.
Any merchant who only offers USPS or uses them as the last mile of delivery is a no-go for me. Amazon is the most stressful experience because you never know. The best approach I've found is to use their pickup box and batch things to coincide with my grocery trip.
Obviously you're summarizing a frustrating problem, so my suggestion may be unhelpful. However, mail tampering is a serious crime. If everyone is complaining, and the USPS is doing nothing, it should be handled as a crime.
I'm not familiar with US law in this, but I know the FBI has stepped in for some cases that are over state borders. Anecdotally, that is.
And I also know that private citizens can bring criminal cases to the prosecutor if the police aren't. If there are a lot of you, it wouldn't be too expensive to jointly hire a lawyer. Because this is absolutely not normal, at all.
And it should be squashed, and hard, with people led away in cuffs.
If this problem is persistent, the local city should get involved too.
> Modern logistics companies succeed financially while failing at the task. Stock prices go up. Service goes down. The quarterly report looks great. Your package is in a warehouse two states away marked “delivered.”
It's not just logistics. It's the same with big corporations all across the economy. Service or product quality going down, stock prices going up.
I had some dramatic episodes. Surprisingly, FedEx is very bad in Germany too. Once I had to retrieve a laptop from a FedEx station to prevent it from going back to China. The trick is, it was addressed to a different name. The truck just went by the door for three days, "nobody home". That was a situation.
It's not FedEx, fluent usage of "c/o" when receiving post and packages in Germany is an absolute necessity. Once colleague from workplace ordered a modem from vodafone hoping he'll set up the internet by the end of the week, in the end the set up took over a month and almost led to his mental breakdown.
The postal service doesn't need to be fast, but it does need to be reliable. The natures of one's promises are less important than whether or not they are kept.
I'm surprised someone registered a .ph TLD for a blog, it costs minimal almost $50/yr if not a bit more afaik.
I like rabbits. The domain came to me in a dream.
I think two phenomena are at play here, other than plain-old enshittification:
1) Demand for mailing of common letters and documents has dramatically decreased, so it makes sense to defund the mail system. Economies of scale also suffer, further compounding inefficiency
2) In the times of the Pony Express it was probably ok to accept the death of a few riders here and there. Labor standards and thus costs are a major factor in this segment, and they have risen a lot
> In the times of the Pony Express it was probably ok to accept the death of a few riders here and there
That made me curious so I looked it up: "There is historical documentation that four Pony riders were killed by Indians; one was hanged for murder after he got drunk and killed a man; one died in an unrelated accident; and two froze to death."
I don't know about USA, but in the place I live, I can get a package 24 hours after buying it on-line, even on Saturday. It depends on when the shop will actually send the package.
> With modern technology, the USPS estimates that a similar sized letter would take a maximum of five days. With planes, trains, and automobiles available to us, we’ve shaved off about two days.
> Two days. In 165 years.
Going back to the start of the article, just like the Pony Express was closed due to telegrams, letter speed is not that important most of the time thanks to phones, internet, etc.
No one cares because couriers do super urgent physical items like blood and for everything digitial email cam get it there in 5 seconds. So if general logistics is a bit slower doesnt matter.
I find the withdrawal of post services very unsettling. How do you enforce anything with fintechs, banks, insurance companies? You realize that they can freeze your funds and accounts at will, ignore emails, and outright lie over the phone?
A couple of years ago I sent a letter to HMRC (UK tax collectors). It took them more than a year to reply.
When I requested a form from HMRC they diligently used every maximum legally allowed time for processing, response, and shipping;)... and also were grumpy over the phone.
I worked in the shipping department of an online store as a side job during my studies, so I know a bit or two about this.
The issue is that management of all shipping companies is expected to run their services 100% resource-efficiently and without any slack (wasted money). The problem is that the only way to do that you are essentially constantly above capacity.
I had certain services where literally every second month a new unfortunate subcontractor with yet another beaten up white van would show up. Needless to say their service quality was absolutely shit, since those subcontractors didn't even get a chance to learn how to do the job properly.
Extracting as much money as possible from shipping isn't the same as providing a good service. Reliable service needs redundancy and underutilized capacity. If your laptops CPU was constantly at 150% load you wouldn't say "Great I am not wasting resources", you would get a beefier CPU that gives you enough headroom for your daily tasks.