Core Insights - The article highlights the ongoing challenges in the last-mile delivery of express services, particularly the issue of packages being delivered to lockers or service stations instead of directly to consumers' homes, despite requests for home delivery [1] Group 1: Regulatory Changes - Starting March 1, 2024, the revised "Express Delivery Market Management Measures" will prohibit express delivery companies from confirming receipt of packages without user consent and from delivering packages to lockers or service stations without permission [1] Group 2: Industry Challenges - Delivery personnel face significant pressure, with some handling over 700 packages daily, and exceeding 1,000 during peak times like "Double 11" [1] - The competitive nature of the express delivery industry has led to thin profit margins, forcing companies to manage labor costs by assigning delivery personnel to multiple communities, making individual home delivery impractical [1] Group 3: Expert Recommendations - Experts suggest that regulatory bodies, express delivery companies, and e-commerce platforms should collaborate to address these delivery challenges, including enhancing regulatory oversight and promoting service standardization within the industry [1]

Core Viewpoint - The article discusses the challenges and consumer complaints regarding the delivery of packages to homes during peak shopping seasons, particularly around "Double 11," highlighting the need for better implementation of home delivery services in the express delivery industry [1][2]. Group 1: Consumer Experiences - Many consumers report that despite requesting home delivery, their packages are often left at pickup stations or lockers, leading to frustration [1][2]. - A significant number of complaints regarding "non-home delivery" have been recorded, with nearly 700 complaints on the Black Cat Complaint platform, primarily about large items not being delivered and lack of prior notification [2][3]. Group 2: Delivery Challenges - Delivery personnel face high volumes of packages, with one courier stating they handle over 700 deliveries daily, which can exceed 1,000 during peak times, making home delivery impractical [3]. - The competitive nature of the express delivery industry has led to low profit margins, causing companies to limit manpower at delivery points, which affects service quality [3][4]. Group 3: Systemic Issues - The lack of effective communication between e-commerce platforms and delivery services results in delivery personnel defaulting to the easiest option, which is often leaving packages at pickup stations [4][5]. - Many e-commerce platforms do not provide options for consumers to select their preferred delivery method, leading to reliance on notes that may not be seen by couriers [4][5]. Group 4: Recommendations for Improvement - Experts suggest that regulatory bodies, delivery companies, and e-commerce platforms need to collaborate to enhance home delivery services and address consumer complaints effectively [6]. - Delivery companies should standardize service protocols and improve management of delivery personnel to meet diverse consumer needs [6][7]. - Technological advancements should be leveraged to create a more user-friendly delivery environment, including better communication of delivery preferences from consumers to delivery services [7].

Core Viewpoint - The article highlights the challenges faced by consumers regarding last-mile delivery during the "Double 11" shopping festival, where many packages are not delivered to homes as requested, but instead left at pickup stations or lockers, raising concerns about service quality and consumer satisfaction [1][2][3]. Group 1: Consumer Experiences - Many consumers report that despite requesting home delivery, their packages are often left at pickup stations, leading to frustration and inconvenience [2][3]. - A significant number of complaints regarding "non-home delivery" have been recorded, with nearly 700 complaints on a consumer complaint platform, primarily about large items not being delivered and lack of prior notification [6][8]. Group 2: Delivery Challenges - Delivery personnel face immense pressure during peak times, with one courier stating they handle over 700 packages daily, which can exceed 1000 during busy periods like "Double 11" [8]. - The competitive nature of the express delivery industry has led to reduced profit margins, causing companies to limit staffing at delivery points, which impacts the ability to deliver packages directly to consumers' homes [8][10]. Group 3: Regulatory and Operational Issues - The new "Express Delivery Market Management Measures" effective from March 1, 2024, prohibits companies from delivering packages to lockers or stations without user consent, yet violations are still common [3][10]. - The lack of effective communication between e-commerce platforms and delivery companies regarding consumer delivery preferences contributes to the issue, as many consumers' requests are not adequately captured or relayed [10][12]. Group 4: Recommendations for Improvement - Experts suggest a collaborative approach involving regulatory bodies, delivery companies, and e-commerce platforms to enhance last-mile delivery services [11][12]. - Recommendations include improving consumer complaint channels, standardizing service quality across delivery networks, and leveraging technology to create a more user-friendly delivery environment [12][13].