Every business relies on its delivery service in one way or another. Whether you’re sending high-value tech, delicate artwork, or simply trying to keep your supply chain running smoothly, your courier plays a bigger role than most people realise. But what happens when they start letting you down? Maybe you’ve had missed deliveries, goods turning up damaged, or you can’t get hold of anyone when something goes wrong. These things might initially feel like small hiccups, but over time, they chip away at your reputation and frustrate your customers.
Here’s how to spot when your courier service isn’t cutting it anymore and what to look for if you’re thinking of making a switch.
We’ve all been there. A delivery is due to arrive, but nothing shows up. You checked the tracking, and it hasn’t moved. No one calls. You chase the courier and get passed from pillar to post. Meanwhile, your customer is waiting—and starting to lose confidence in you.
Missed or late deliveries are a red flag. It’s not just about poor timekeeping—it shows a lack of care and poor processes behind the scenes. If it happens once or twice, fair enough, but if it’s becoming a pattern, it’s time to ask whether they can really meet your needs.
Communication is everything in logistics. You need to know where your goods are, what’s happening if something goes wrong, and whether your customers are being looked after. If your courier is hard to reach, slow to respond or gives vague answers, that’s a problem.
A good courier service should be easy to get hold of. They should give you regular updates and be transparent when things don’t go to plan. If you’re always the one chasing for answers, that’s a clear sign your provider isn’t prioritising your business.
Businesses don’t stand still. You might start shipping to new areas, see a rise in order volumes, or need more care taken with delicate items and tighter schedules for collections and deliveries. If your courier can’t keep pace or seems unwilling to adapt, it may be a sign they’re no longer the right fit.
A dependable courier should grow with you. They need to offer tailored solutions and respond quickly when your requirements shift. Flexibility shows they understand how vital your goods are – and how much your reputation matters too.
You might not hear it immediately, but it could be time to dig deeper if your customer service team starts getting more complaints about delivery issues. Damaged goods, poor driver behaviour, or missed delivery windows reflect badly on your business, not just the courier.
Keep an eye on the feedback you’re getting and look for any trends. If the same problems keep cropping up, your delivery partner might be doing more harm than good.
If you’re ready to switch, take your time to find the right fit. Here are a few things to watch for:
Switching courier services might seem like a hassle, but it’s worth it if your current provider is damaging your reputation or costing you money. A good courier should give you peace of mind, not problems. They should work with you to protect your goods, impress your customers and make logistics the least of your worries.
If you’ve been putting up with missed deliveries, poor service or rigid systems, it’s probably time to start asking what better could look like—and make the move.