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For anyone out there who is considering to engage easyparcel platform for your courier service. Please think twice/thrice.
I regretted not doing proper research and was tempted by their promotion. When requesting for an answer - their reply will only be:
"just to let you know, EasyParcel offers an online premium platform for you to post and deliver your item via courier services, Hence we are not handing the shipment directly." - Lioxxl, easyparcel sg
2) The chaos
What caused the frustration is that when you faced an issue on the shipment, both the engaged courier company or easyparcel will start the pushing game.
I have engaged J&T courier service through easyparcel for then delivery of my parcel. Not talking about the initial confusion, but straight on the shipment. As shown on the easyparcel sg webpage, the delivery timeline is about 1 to 3 working days for J&T.
J&T delivery guy picked up my parcel on Tuesday and on Friday (the 4th working day), the parcel has yet to reach the recipient. Hence, I have called up J&T on 2 occasions on the very same day (9am+ & 5pm+).
In my 9am+ call, the J&T customer care person was telling me that they will have to check with warehouse on my parcel. As it is already the 4th working day, I have told them to expedite on the delivery and contact me once warehouse informed them on my parcel status. Where the customer care person has agreed that he will call me if warehouse replied to him (Alert 1). *additional notes: to reach them through the hotline is tough, you may not only get cut off half way through the call queue and worse is the average waiting time of 1hour.
after hours of wait, no update received from J&T. Thus, I have decided to call them again at 5pm+. This time, J&T customer care staff - Marxxi informed my parcel was missing. Knowing it is missing and the recipient was impatient for the wait, I have highlighted to them that I will cancel the shipment. As the recipient no longer wants to wait and has demanded for the cancellation of the transaction with me. I highlighted to Marxxi that if located, please send back my parcel to me. She acknowledged and stated that she understood my concern. When promoted who shall be liable for the delay in shipment and missing item, Marxxi informed that I have to go through easyparcel to raise the refund. Hence, I have reached out to easyparcel through the messenger to raise my refund.
(Alert 2) despite the clear instruction given to cancel the transaction even if parcel was located, the recipient contacted me at 6pm+ stating that the parcel has reached him. He was even more unhappy due to the long wait and miscommunication. And wanted to pursue for the refund for the item paid and the delivery fee.
(alert 3) Easyparcel was being informed timely on the issue from missing parcel to requesting refund to parcel found and delivered to the recipient causing the chaos. However, the reply they gave is:
"just to let you know, EasyParcel offers an online premium platform for you to post and deliver your item via courier services, Hence we are not handing the shipment directly."
No solution given but to brush me off.
3) Conclusion
After hearing my story, hope it gave you a better understanding on the service you going to engage in.
- Easyparcel is only a platform for you to decide which courier you are choosing. They do not provide guidance and intervention to protect the user.
- Easyparcel customer care basically works like a robot. You placed your order, they forward to the courier and no matter what happened, they are not involved. (even though J&T customer service shared that refund should go through them)
- Easyparcel basically receive all your comments/feedback but replied with standard reply
- to reach J&T, you need to be super patience and keep dailing and waiting till someone answered you
- similar to easyparcel, the hotline officer basically helps to pass message and do not follow up. And, the call to them is basically a waste of time. Whatever shared over the phone and acknowledged by them, was not action on.
If you decided to continue engaging them, have a great journey with them. Hope you won't go through what I had.
Desired outcome: Please have either of the company to get back to me on the refund
