The quality of this delivery service stands and falls with the van driver who “owns” a particular route or area. They are paid per drop, i.e. per delivery. Therefore, even though the customer / parcel recipient may have received a very early courtesy email from the company, excitedly announcing delivery “today”, if the driver has many, or as is often the case, too many parcel drops along one particular route, he / she either runs out of time or simply doesn’t bother heading to a location with fewer drops. It doesn’t matter whether the customer has paid for delivery within a certain timeframe, or even paid for overnight delivery, Fastway drivers will drop off the parcel as and when it suits them. This happened to me again this month. I had ordered an item I needed for my upcoming holiday; the excepted delivery date was a comfortable four days prior to my planned departure. On the morning, I received the delivery announcement at 7.18hrs by email; at 16.18hrs, an email arrived saying delivery had been attempted. This was untrue; I work from home. The same happened the following day at 18.06hrs. I sent a complaint through the Fastway website but as it was after office hours on a Friday, a reply was only sent the following Monday after I had gone on holidays – without the item I had ordered and not received. Once I had returned from abroad, Fastway arranged a renewed attempt for my parcel to finally be delivered. As per usual, the early morning email arrived; then, at 15.25hrs, I received a call from the van driver. To be fair, the man had only just started on that route and was entirely polite and professional. However, he did inform me that he had so many deliveries to fulfil that day, that he was only driving one route, and it would not be ours. He apologetically told me that, given the number of deliveries on the other route, it wouldn’t be “viable” to also call out to my address. He did promise delivery on the following day and was as good as his word. That is how I got to take delivery of my parcel almost two weeks after the previous driver should’ve dropped it off. In my opinion, this is unacceptable and it is not the first time this has happened to me. For a while, there was a Fastway driver on our route that was as reliable as they come. He might only arrive after 19hrs on an evening, but if you got your email in the morning, you knew you were going to have your parcel that day. Period. The company urgently needs to put the foot down on the “bad eggs”. No matter how helpful and usually prompt the customer service agents are (and they generally are that), if the driver doesn’t do what the company is paid for, i.e. promptly deliver parcels, then it’s not a lot of good to the customer.