LAURIE WEIR
Misplaced packages, blurry delivery photos, and even unwanted intrusions into homes have rural residents in Leeds and Lanark counties at their wit’s end. Customers across the region are taking to social media to share their frustrations and search for solutions, with some turning away from major delivery services altogether.
While these challenges don’t appear to involve Canada Post, many residents have pointed to issues with deliveries contracted through Amazon, often handled by Dragonfly, a local independent contractor.
From packages left in unconventional locations to inconsistent delivery practices, rural residents have described a range of problems.
One homeowner provided doorbell footage that allegedly shows a driver photographing a package left on the porch, only to take it back moments later. Another described a troubling incident where they said a delivery driver entered their home uninvited to drop off a package.
Others mentioned packages left on truck tailgates or thrown onto porches.
Linda of Delta noted, “Our packages often arrive damaged or opened, and delivery dates can be inconsistent. One item was even returned to Amazon without my permission.”
Sue from Elgin shared her frustration: “I put up a sign asking drivers not to leave packages by the door because of my dog, but twice they’ve ignored it.”
Eileen of Athens said, “Thanks to honest neighbours, I’ve managed to get back packages delivered to the wrong address. Still, it’s frustrating.”
These incidents have placed delivery under scrutiny in the region.
When contacted for comment, the Intelecom|Dragonfly media team acknowledged the challenges and provided an official statement: “Mishandled deliveries are a serious matter that we take very seriously and address promptly. We strive to maintain the highest quality of service, ensuring compliance with our standard operating procedures and those of our partner delivery companies. These procedures include steps for handling failed deliveries and continuous monitoring for improvement. Customers experiencing issues are encouraged to contact our Customer Experience Centre at 1-833-640-2301. However, please be advised that wait times may be extended due to higher-than-normal call volume.”
Intelecom|Dragonfly explained that its delivery drivers are independent contractors and provided details about the requirements for partnering with their organization, including background checks for drivers employed by local delivery contractors.
In addition to the frustrations described, residents have shared stories of unusual delivery practices. One customer reported finding a parcel on the tailgate of their truck, while another said a driver threw a heavy box onto her front step. One customer received a verifying photo of the delivery, which turned out to be a snowbank.
Not all feedback about rural deliveries has been negative.
Bob of Elizabethtown-Kitley said, “Dragonfly is the one company we’ve never had issues with. Deliveries are always on time and accurate.”
Similarly, Amy from Delta shared, “I’ve had excellent service from Dragonfly. They’ve been efficient and reliable.”
Bill Dickson, media spokesperson for East Region Ontario Provincial Police, offers some advice: “If someone believes they have had items stolen, they need to call the police to report it. If they have doorbell video that will help investigators ensure we track down the person responsible. People may be reporting the theft to their courier service or supplier, but we can’t investigate something if we don’t know about it.”
Intelecom|Dragonfly encourages anyone experiencing issues to reach out to their customer support team to ensure concerns are addressed.
Residents are also taking steps to secure their packages, such as installing lockboxes or using pickup lockers where available, or having someone sign for the package once delivered.
