Delivery agents at the NUV Gate, where residents are asked to pick up parcels instead of receiving home delivery.
Force self-pickup for years
Morung Express News
Chümoukedima | October 31
Residents of Nagaland United Village (NUV), located under Chümoukedima district have expressed strong resentment over the alleged refusal of delivery agents from various courier and e-commerce logistics companies to provide door-to-door service, compelling customers to collect parcels from fixed points instead.
Home to over 1,400 households across nearly 20 lanes, NUV residents said that despite proper address markings and motorable roads, delivery personnel routinely avoid entering inside the village.
Agents from logistics firms including Ekart (Flipkart’s logistics arm), Delhivery, Ecom Express and XpressBees allegedly park near the NUV Gate or CIHSSR junction and call customers to collect consignments.
Similarly, most of the delivery staff associated with major e-commerce platforms such as Amazon, Myntra, Ajio and others reportedly follow the same practice.
Residents said the problem has persisted for years despite repeated complaints. Many have been forced to spend time and money to hire autorickshaws to collect parcels that should arrive at their doorstep.
“It is very inconvenient and ends up costing us extra time and money. We order items online because door delivery is assured, but here we end up travelling to the junction to collect them. For some of us, it costs Rs 100–Rs 200 each time,” said Aren Longkumer, a resident.
There have also been instances where delivery agents allegedly demanded additional payment for doorstep delivery even though delivery charges are already included in most online purchases.
In a recent incident, a Delhivery agent reportedly marked a parcel as ‘delivery attempted’ and withheld the consignment after the customer insisted on home delivery. “When I said I would file a complaint, he casually told me to go ahead. It felt like he was holding my parcel to ransom,” said the resident.
NUV residents emphasized that e-commerce platforms advertise and guarantee home delivery as part of their service. “If delivery up to the house is promised during purchase, it must be honoured. We are not living in an inaccessible jungle,” said Merila, a homemaker.
They stressed that the denial of service has inconvenienced elderly citizens, office-goers, students and homemakers. “Everyone cannot just leave work or responsibilities to go and pick up parcels,” another resident said.
Residents questioned whether the refusal to provide home delivery was a formal policy of the companies, an informal decision by local franchise operators, or simply the convenience of individual delivery agents. They argued that if the companies have no such policy restricting delivery in NUV, then action must be taken against erring franchisees or personnel who are allegedly bypassing company norms for convenience.
Online marketplaces and courier firms are expected to ensure last-mile delivery up to the given address except in areas with severe road connectivity issues or safety concerns. “NUV does not fall under such exceptions, yet we have been made to suffer for years now. We urge the company authorities and district administration to intervene,” the residents said.
NUV residents have urged e-commerce companies and courier services to make sure delivery staff follow proper rules and to give customers an easy way to complain when services are denied. “We hope the companies take action soon. If not, we may take up the issue with consumer rights groups,” a resident said.
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