Investigation into Express Delivery Chaos: The Prevalence of Unauthorized Package Drop-offs in Zhengzhou Infringes on Consumer Rights

Investigation into Express Delivery Chaos: The Prevalence of Unauthorized Package Drop-offs in Zhengzhou Infringes on Consumer RightsThe "Measures for the Administration of the Express Delivery Market," implemented on March 1st, explicitly prohibits express delivery companies from delivering packages to smart lockers, delivery stations, and other end-of-line facilities without the user's consent. However, more than six months later, the enforcement of this regulation faces numerous challenges

Investigation into Express Delivery Chaos: The Prevalence of Unauthorized Package Drop-offs in Zhengzhou Infringes on Consumer Rights

The "Measures for the Administration of the Express Delivery Market," implemented on March 1st, explicitly prohibits express delivery companies from delivering packages to smart lockers, delivery stations, and other end-of-line facilities without the user's consent. However, more than six months later, the enforcement of this regulation faces numerous challenges. A recent investigation conducted by reporters in Zhengzhou, Henan Province, reveals that the unauthorized package drop-off phenomenon remains serious, involving multiple well-known express delivery companies such as ZTO, YTO, STO, Yunda, and J&T Express, and significantly harming consumer rights.

I. Consumer Complaints: Deteriorated Express Delivery Service Quality and Frequent Inconvenience in Package Retrieval

Recently, numerous Zhengzhou consumers have reported declining express delivery service quality. Many packages intended for home delivery have been placed in community Cainiao Stations, Fengchao smart lockers, company reception rooms, or security rooms without the consumers' consent. This unauthorized drop-off practice frequently leads to package delays, damage, or even loss, causing significant inconvenience and distress to consumers.

Ms. Fan, a consumer in the High-tech Zone, stated that except for SF Express and JD.com Express, which deliver to the door, other courier companies, including ZTO, YTO, STO, Yunda, and J&T Express, habitually leave packages at the community Cainiao Station and notify consumers to pick them up using a retrieval code. This method is particularly inconvenient in rainy or snowy weather, making it laborious to carry multiple packages home. "Failure to deliver to the door certainly causes a lot of inconvenience and trouble," Ms. Fan said.

Ms. Gu, another consumer, collected six packages from four courier companiesZTO, STO, Yunda, and J&T Expressat a Cainiao Station in Cuizhu Street at once. She stated that none of the courier companies contacted her or sought her consent to leave the packages at a third-party collection point before she received the retrieval code from the Cainiao Station.

Professor Shi, residing in the Shenghengyuan community in the High-tech Zone, expressed similar concerns. His home is relatively far from the Cainiao Station, requiring a 300-400-meter walk each time he retrieves a package, making it particularly inconvenient in bad weather. He emphasized that no courier had ever contacted him to seek his opinion beforehand; if they had, he would have opted for home delivery.

Xiao Zhuang, an employee at a company on Huayuan Road, also reported that, except for JD.com and SF Express, packages from other courier companies are directly delivered to Fengchao smart lockers. Packages delivered on weekends often incur storage fees if not picked up until Monday due to exceeding the 18-hour storage limit.

II. Investigation Results: Widespread Unauthorized Drop-offs by Multiple Courier Companies

Reporters conducted field investigations in multiple Zhengzhou communities and interviewed over twenty consumers. The results show that, except for SF Express and JD.com Express, other courier companies all engaged in placing packages at third-party collection points without the consumers' consent. This is not an isolated incident but a widespread problem.

III. Reporter's Personal Experience: 80% of Packages Not Delivered to the Door

To gain a more intuitive understanding of the situation, the reporters purchased 17 items online between June 22nd and September 18th, personally experiencing the delivery methods of different courier companies. The results showed that all 3 packages from JD.com Express were delivered to the door, as was the single package from SF Express. However, all 12 packages from ZTO, YTO, Yunda, STO, and J&T Express were left at Cainiao Stations or Fengchao smart lockers without prior consent.

IV. Courier Response: Industry-Wide Practice, No Collective Accountability

The explanation given by the couriers interviewed from multiple companies was almost uniform: in Zhengzhou, this delivery method is common practice within the industry, and "everyone does it," so they have gradually become complacent after initial apprehension.

V. Current State of Third-Party Collection Points: Chaotic Package Management and Prominent Risks

At the Cainiao Station in the Shenghengyuan community, reporters observed shelves overflowing with packages from various courier companies. The station manager stated that nearly 2,000 packages are stored daily, with occasional instances of package misidentification or loss. Consumers can only retrieve packages using retrieval codes, and the entire process lacks effective verification and checking mechanisms, posing significant safety risks.

VI. Consumer Association Investigation: Over 50% of Consumers Dissatisfied with Unauthorized Drop-offs

The Zhengzhou Consumer Association recently released the results of its "Zhengzhou Express Delivery Industry Consumer Opinion Survey," showing that over 50% of consumers cited "couriers placing packages at third-party collection points without consent" as the most unsatisfactory aspect of express delivery service. Furthermore, in a survey on the use of third-party collection points, 49% of respondents stated that "packages are stacked chaotically and difficult to find," while 37% reported "damage, loss, or misidentification of packages."

In conclusion, although the "Measures for the Administration of the Express Delivery Market" clearly stipulates that express delivery companies must not deliver packages to third-party collection points without user consent, this regulation is not effectively enforced in Zhengzhou. The unauthorized drop-off phenomenon remains prevalent, seriously affecting consumer rights. This requires not only enhanced self-discipline from express delivery companies but also increased regulatory efforts from relevant departments to protect consumers' legitimate rights. Relevant departments should take proactive measures to resolve the problem of unauthorized package drop-offs and maintain a sound express delivery market order.

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