Singapore Post (SingPost)
reviews and complaints

I had a parcel sent wrongly to my downstairs neighbour. This neighbour opened n found not his & he just leave the parcel opened. Was gone when he called me. I requested him to put outside my house n his reply was "I'm not your post man"

I cannot tell the seller I did not receive knowing fault by Singpost n let the matter rest after vent my anger in the social media on 29 Oct.

Today 31 Oct again my parcel was found outside. This time found by a good neighbour, she brought it to my house.

Please give me an explanation !

The ems was shipped out from 25th October, and according to the first picture, it arrived in Singapore since 26th 2:20pm and at 5:16pm it arrived at inward office of exchange.
BUT according to the Singpost tracking on 27th 8:12am it was courier delivery in progress. As a result, i didnt dare to go out and was staying home all day waiting for the parcel. when it neared 6pm i found it abit weird so decided to give Singpost a call, but was routed to some i suspect is outsourced indian helpline. the first guy was quite nice but said that it is not his department so helped to transfer to the other guy. He was saying that the delivery on saturday is only from 9 to 1pm and that they didnt update the status. We needed the things urgently over the weekends so asked if he could let us know where the parcel, we dont mind going down to pick up the parcels ourselves, but he said that he has no idea where it is, and to give him one day to track.

so the next day we called back, then he was simply smoking us. If you dont allow us to collect from wherever it is, you could have told us since the first day instead of giving us false hope of being able to collect. he just kept saying that they are off work, both the delivery team and the internal team but they are working on resolving the issue, and it typically takes about 2 to 3 days for issue resolution. While i kept emphasizing that we need it urgently by this weekend and dont mind going down to collect. he just kept replying "yes i agree with that" the response doesnt even fit. but he doesnt even know where the parcel is. Why did we even pay for tracking when they dont know where the parcel is. when i asked him for the location, he cant even provide and kept digressing, saying that they are working on it. I was asking so it means earliest is still monday right? then he said that could be today too. (But he said they dont deliver on sunday and both internal and delivery team are not working?) so who is he lying to seriously.

Then he later on he lied and said that they attempted delivery but it didnt state what time because the parcel doesnt have contact number and couldnt contact us as the parcel didnt have contact number. I've tried ems so many times and never once did the postman call before delivery, so it was obviously an excuse.

And we told him to ask the delivery man to call us before delivering so someone can be home to receive the parcel, but he said the postman doesnt have a phone? Seriously, is this stone age? No phone? And totally contradicting himself, when he said earlier that postman couldnt contact us as thr parcel didnt hav contact number.

Such a bad experience and the call center is so useless they have no idea what they are talking about just wasting your time and filled with lies. how is the call centre supposed to assist if staff do not have a clue about what they are talking and just lying to get you off their backs.

To Singpost,

While l am sure there are some responsible postmen in your crew, the ones who currently deliver in the boon tiong road zone are either lazy or have very little idea of what their job titles entail. I just received a slip, again, to self collect, under the door. And before l can open it, your guy is gone.

This is NOT the first time. There was once l managed to open the door in time to see the postman hurrying off empty-handed. He never had my parcel with him in the first place. And I have been self-collecting parcels from Singpost collection centres with ‘unsuccessful delivery' slips from sometime last year to this day. Never once, during this period, was a successful delivery made by your postman. It was not like this before, but this is a clear indication his job is redundant. Singpost can send an email or sms notification for me to self-collect. Why keep errand boys armed only with slips like this when they have no intention of delivering the parcels to the doorsteps of the intended recipients?

I've never had such problems with other courier services, but just with Singpost for the past year or so. Can't say how disappointed l am with your postmen.

SS

As usual, singpost has failed to deliver my registered article and this time, did not even bother to attempt the delivery. Nobody knocked or hit the doorbell the whole day that 2 people were home the whole time, no delivery advice slip to be seen anywhere.

I logged into singpost's website to track my article and there it was, stated as "delivery unsucessful" and "in transit to toa payoh central post office". I then went to the post office the following morning, and was told to come back after 2pm. Huh? Shouldn't all undelivered articles be surrendered to the relevant branches at the end of the same working day? What? Does singpost make their postmen who are assigned to a given cluster/area of the estate (which obviously means unsuccessful attempts are routed to the same post office branch), return to paya lebar (or wherever), then re-route the items back to the respective branch the following afternoon? What kind of stupid double-work is that? Even if for any other reason that must be done, why afternoon? What? Your branches are only open after lunch? Or that all your customers are so well-off, nobody needs to work?

Ok, to hell with all that. I'm going to give singpost a piece of my mind. Your service failure and *i* am the one paying the price (paid for registered, paid for fuel and parking to go to the branch) and wasting *my* time? Oh no, you must be out of your damn mind if i'm going to sit quietly and wait for re-delivery at your leisure.

So, on to their website, and guess what? No contact number listed, but there is a "feedback form" of sorts that you fill in and wait again for someone to get back to you (which is another gamble in itself, don't count on it). Andddd... They have a live chat feature! Great, I thought. Someone is going to get a piece of my mind after all.

Clicked chat, opened new window asking to fill in details like email, reason for chat (wtf? Seriously? You're going to vet through which are the chats you're not interested in taking right off the bat?). Filled those in, got a busy message saying that i'm 7th in the queue. Fine, i'll play your waiting game. After around 24 minutes, the chat window said i'm the 1st in queue. Great. Showed me an estimated waiting time left of around 3 minutes. Ok. Finally, 4 minutes later... Chat window refreshed itself. And cancelled my chat. Yup, it cut me off. Reloaded the chat, was asked to fill in my details again, and put me back into the queue.

Well done singpost! Hide if you must. You will never go out of business, that's for sure. Even if somehow our current government was to collapse and martial law was declared, you will still be sitting pretty cos you are singapore post. Even if we were invaded and taken over by a hostile nation, you will still function in some kind of capacity just because your name is singapore post. There is nothing, absolutely nothing that we common citizens can do to you, and you know it. Plus, you know singapore has no knowledge of true accountability (well demonstrated by our government over the years, lose billions in poor investments and yet nobody has been hanged, not even a lousy scapegoat), hence your arrogance.

Take heed however, this is now the connected age. From this point forward, information has the ability to travel further and faster than we can ever imagine. Disgruntled customers like so many of us cannot bring you down, but we can spread the word of our experiences to as many and as far as you can think. You will live on, but you will lose a big chunk of your customers. For your board members, it can mean as little as a few bucks less a month, or as much as hundreds of thousands, maybe even more. We, the common people, have alternatives. Since we're already paying for poor service, none of us mind paying more for reliable, trustworthy, accountable, convenient service. Laugh for now, we shall see.

Date of incident: 11 October 2018 (Thursday)
Time: Around 1.10pm
Venue: Near Blk 512 Hougang Avenue 10 Traffic Light

First and foremost, before I start going through what has happened, I just like to say that I'm unsure if this is the right platform to do so. If its not, kindly forward it to parties involved/relevant departments.

On 11 October 2018, I was cycling along the pavement near Blk 512 Hougang Avenue 10. Unfortunately, I met with an accident while trying to dodge a Singpost staff who was on bicycle as well. I saw him from a distance and tries to dodge so that we won't collide into each other. Thus, my speed was slowed down. However, I fell down and was severely injured.

At this moment, the staff happens to be near me and saw me on the floor. There was a pool of blood on the floor and my forehead was bleeding profusely. Though he did ask why there was so much blood; but he did not try to offer any help at all. In fact, when he asked if I am ok, I replied saying no and told him that I needed help. However, it came as a shock that he refused help and told me that he needs to get back to work. How is work more important then saving a life?! I requested him to go to the polyclinic nearby (which was only 5mins walk away) and seek help for me at the very least. To my horror, he still refused and told me he will try to get other passer by to help me instead. His reply was "I see if there are other people who can help you a not?" How is this even explainable or even reasonable?!

I am extremely disappointed and upset with the character of your staff. How can your staff regard work as more important as compared to saving a life here! Blood was dripping profusely from my forehead and the pool of blood on the floor made the area looks like a crime scene, and yet, your staff who was there, instead of helping he kept on saying "Sorry ah, I cant help. I need to go". Does he even have any compassion at all!? Even if he was in a rush, the least he could do was to least call the ambulance for me, which he did not! Instead, he would rather search for another passer by to help me instead. IT would have been much faster for him to call the ambulance for me instead of searching for another passer by for help. I was lucky that a polyclinic staff happens to be nearby shortly after and she assisted me with it. If she wasn't around and there was no other passer by, I really wonder what would your staff do.
Is helping someone in need that difficult and less important as compared to his work? Is this how you train your staff? To put work as a priority no matter the circumstances? If this is the case, it is extremely upsetting.

Desirable Resolution: Please look into the matter as I am utterly upset by this. I do understand that as the case is not relevant to your services. However, I do hope to get a compensation or anything similar as this kind of behavior is really unacceptable. In addition, I am also expecting a explanation from this.
Thanks.

20 Oct 2018

Dear Sir/Madam (Speedpost in Singapore)

I am selling children's costume through Lazada online platform. I would like to complain the problematic operation of SpeedPost, which resulted my 25 parcels not delivered to Singapore customers for 15 days with no possible solution ahead.

1) My customers' parcels were collected by SpeedPost but not delivered to customer for 15 days -- SingPost said that they were waiting for the instruction from Lazada, thought the parcel was sent between seller (me) and customer, and I am the one paying SpeedPost Home Delivery service. The SpeedPost SLA is 1-5 days. I am asking SpeedPost why they wait for lazada confirmation, no reply.

2) Lazada's feedback - The ball was being rolled around Lazada Singapore, Lazada HK and Lazada Cross Board teams. I was requested to submit tickets through various systems for many times. Lazada daily email to me is all the same: waiting for the information from relevant department. No progress

3) SpeedPost's feedback - SpeedPost holds all 25 parcels with them at SpeedPost warehouse, waiting for "Lazada's confirmation" (Speedpost emphasized the instruction need be from Lazada, not me, a sender?). I have no other option to fulfill Lazada order as I only has SpeedPost at Lazada backend. SpeedPost sent me a same email everyday refusing to answer any of my questions. No progress

4) The same thing happened last month. With the efforts/calls/emails by customers and seller (me) urgently, all Sep parcels were finally delivered to customers on 4 Oct, right before Children's Day ( We are selling children costume through Lazada, so children need parcels to wear their costumes on Children's Day). Since then, after 4 Oct, no single parcel was delivered to customer again.

Hope SingPost higher level offier will step in to check what's happening at the SpeedPost, otherwise, more Singapore customers might submit their complains to SpeedPost in near future... Customers are buying children costume for Halloween parties, which is around the corner…

eCommerce increased much workload to everyone. If everyone still wants to enjoy weekend, holiday and work in a pace like before...nothing will be settled. Balls are rolling from one team to another team...

Here attached the shop information, and SpeedPost handling Staff. Should you need more information, please kindly contact us. Thank you a lot.

Shop: Lazada.sg/ciao-gift-shop

Contact: Zhao Qing (Shop Owner/ IC: S7380960F)

eMail: Rebecca.[protected]@ciao.com.sg / [protected]@yeah.net

HP: [protected]

SpeedPost Handling Staff: CAS-2663348-B5T2P5 / Arpita Srivastava

Addition Info:
* Parcels were sleeping at SingPost warehouse for more than 16 dats, with high chance to be missing, destroyed
Delivery Type: Singapore Warehouse to Singapore Consumer (SpeedPost Local Deliver)

**Customer expects 5-10 days Home Deliver after they place order online (warehouse 1 day pack + collection 1 day collect from seller to Singpost + SingPost Delivery 1-5 days).

Thank you and best regards,
Zhao Qing (S7380960F)
HP: [protected]

I have been using SingPost services for the past 6 years. There is supposed a delivery done on 8/10/2018. Your people did not come to my place at all. Usually, there is a letter telling us that we are not around. I comfirmed that on that particular day no one came to my place. I have been searching for the letter till today still cannot find. However today I receive a letter from Singpost stating that there is a delivery but is comfirmed my family members are not at home. I am wondering why this time I do receive the letter. Please do advice. Nowadays CCTV is everywhere your man cannot deny of their wrong doing by not coming to my place. As a result caused me so much of inconvenient. Had I forgotten my stuff Singpost will return my stuff back to USA. Please do investigate this case. Also, the best way is to call the receiver by phone before delivery.Singpost is a big company how can they do such silly things to people of Singapore. I hope you can get back to me as soon as possible.

I have been trying to trace my item sent from Australia for nearly 1 month. I have called 1605 so many times and everytime, they are either still checking or they have no answer for me why it happened. There was a failed delivery to me on 20 Sep 2018 and I had requested for a redirection to another PO on 23 Sep 2018. The item was sitting at Yishun PO for 1 week and the customer service cannot explain what happened. They told me the item will be sent to the Raffles Place PO the next day (2 Oct 2018) and I could collect it. However, the staff at Raffles Place PO told me the item never reached them and that is has been delivered. I called 1605 again and they said they needed time to investigate. On 9 Oct 2018, they told me that the item was not redirected and instead has been sent back to the sender! But the tracking status shows 'Item Delivered'. This is very dishonest. The customer service told me I have to contact the sender MYSELF and ask them to resend back to me. I asked them to further investigate what had actually happened. On 15 Oct 2018, customer service called to inform that they still do not know why the mistake happened and refused to compensate as they claimed the item was
not lost and has safely reached the sender. Afterwards, she told me they sent the item back to the 3rd party courier instead that the sender used but refused to tell me who is the 3rd party courier. I had to make an overseas call to the sender and they told me that it shows item delivered in Singapore and that they have no records that the item has been sent back to them. Till date, Singpost did not explain why the redirection did not take place nor did they apologise for their mistake. Instead, Singpost pushed the responsibility back to me to contact the sender myself since the item is out of their hands. This is very irresponsible of Singpost as it is their error in the first place. There is nothing they will do to resolve this problem. This is very frustrating and I do not know how to trust Singapost for future deliveries.

I have ordered an item from a E commerce store.

Item was apparently signed for since it is a registered article. I am suspecting the delivery man actually looted the item.and kept it somewhere.

To my surprise singpost representative from India actually told me this item is not traceable as it was placed in the letterbox.

Such a dishonest organisation!

Ive order a few items online and it's been 2 weeks plus and i have not received any item. I understand that since it is normal postage, there isnt any tracking number given. But I doubt its possible that all 6 of my items go missing? Of which, one item is from ASOS? I dont think ASOS is out to scam people money? I feel that the singpost at my area, chua chu kang postal code 680450 isnt doing her job. Or she may be taking the postage as this isnt the first time that it happened.

On last Saturday, 6 Oct 18 your delivery guy had contacted me via MMS to inform me that he placed my parcel from Malaysia in an electrical closet tucked behind cans of paint. As I only read his msg about half an hour later, I was left with no choice but to look for my parcel upon returning home as this guy didnt even bother to get my approval. Subsequently, I had to contact him again as my parcel was not in my electrical closet and my electrical closet does not house cans of paints! After enquiring on the location that he placed my item only then I realised that he had placed my parcel at another block with a totally different address. Much to my frustration, the seller had indicated the correct delivery address and yet your delivery guy did not even bother to double check if he had sent to the correct address. This act is totally unacceptable because it just reflected what an irresponsible act on the delivery guy part! The package cost over $100 SGD and I paid for registered mail!
In view of the above, appreciate if Sing Post can revert to me on I would like to know the corrective action which Sing Post undertake to prevent such occurrence, thanks.

I received a parcel with postage stamps on it from the sender missing. But the sender had already sent me a picture of the parcel with stamps before she posted. When it reached me the stamps were missing and I had to pay twice an amount for it. Please look in to the matter, so that nobody else faces such issues in future.
I am attaching the photo of the parcel just before sending with stamps from Novena Post and the photo of the parcel cover when it reached me.
Thank you and hope the matter would be soon addressed.

Am seriously writing in to complain against yishun postal office whereby most times, my incoming registered mails & articles are either mislaid or always 'sitting' in the desk of yishun postal office.

The main reason that prompted me to write for the kind attention of your group chief executive officer, mr paul coutts perhaps, should take note that as far as my postal code: 760345 is concerned, your postman/postwoman are too inefficient in delivering our registered mails to us, even when someone is at home! If on certain days, if no one is at home, please be informed that no delivery advice was dropped off at our main door, too!

It would be of much help if you could kindly educate/improve the services of your postman/postwoman where deliveries of all registered mails are concerned!

Terrible service. All singpost knows how to do is hide behind Indian call centers and hand wave their customers by. My package was registered to be delivered in 3-7 working days. Now the package says ‘arrived in destination country' and has been there already 7 days in and of itself with no sign of delivery or any form of tracking.
I call their call centers they ask me to have my recipient call the post center on their end (which in this case I cannot do) and then say that they require 18working days and have an investigation time of 60days. So my parcel has to be lost for nearly a quarter of a year before they will do any refund.
The parcel was stated cost 100bucks and cost nearly 40bucks to send over and the most I can hope to recover is 68dollars. Never mind the time or the stated cost or the hell I will have to go through.
Their Indian call centers will give you all the textbook replies but they can but they cannot do anything much because in truth, even the managers of the call centers have no way of contacting the actual Singaporean Singpost for help. Singpost just relies on their call centers for ‘face' and has no actual support. Thus the more you call and get the same replies the more frustrated you get at the lack of action (not the call center's fault, what can they do from India?). It's utterly pathetic and irresponsible to say the least.

I wish to greatly highlight on the incompetence and dishonesty of your EMS delivery staff.
I was expecting my parcel EE058121824MY to be delivered yesterday as per stated in your system but the parcel did not arrive. And this morning when I checked the status, I am shocked to see that a so called attempted delivery was made yesterday night. How can that be when I was home the whole day and no one and no call by your staff about arranging the delivery.
Very disappointed with such move and now am still waiting for my parcel to arrive.
I do hope the management will look into this matter seriously. I don't mind if you guys can't deliver the parcel on time and need to reschedule. But to lie about it, that is so uncalled for.

I made an online purchase on the 20th August till now i still have yet to receive it. 10 September i placed another order online and till now its still not here. The seller even sent me picture to double checked if the address written is accurate.

I tried calling 1605 to asked about it and all i get was "we can only track registered mail" then what for giving us an option for normal mailing? I have received other parcels from other countries but not from our own local shops in singapore.

Maybe you should check what is going on with the deliveries. We paid for our items trusting that it will come to us and now it just feels like we are wasting our own money.

Hi, I would like to complain about the postage services at my block, I have been missing letters and parcels for a long while due to the wrong postage or even missing item from the service. I have received my letters from my neighbors for many times and also letters went missing for many times too.

Recently there's a parcel of an item worth $60 went missing as well, the company has sent out the item for 3 weeks and till now I have not receive anything. Likelihood I have lost my $60 item just like that...

I'm very sad with the service as it derteriots to the worst. If this is the kind of standard we as a consumer will be getting, how are we going to trust Singpost to deliver our important documents and item?

Hi, I've sent out my letter on 11/09/18, 2.11pm at Katong post office. Till date the receiver have not receive it. This is not the 1st time, but it's getting frequent. PLS look into this. At the back of the letter I had written my address if not delivered, but till date I did not receive my return letter too.

Email: chong.[protected]@gmail.com

Do advise!
Ms Chong

I have sent in a complaint letter to Singpost 2yrs ago as of below, but to no avail until today.

I received a registered article slip in my letterbox at 12.30pm.
It is stated that the delivery has been attempted on 8th July 2016 at 12.12pm RS11100941837CN.
My helper has been at home all the while and when I checked with her if anyone pressed the intercom, she said yes, and she pressed the "unlock" key on the intercom to open the door for the person to enter.
However, no one came to the door, and she did not hear any further intercom ringing.
I was puzzled so I called Singpost according to the number stated on the Registered Article slip, and a lady with an Indian-speaking accent picked up the phone at around 12.40pm.
I spoke to her about my concerns about the postman delivery, and at the same time asking her to help put up a request for the parcel to be redelivered. However, she told me that it is not possible to put up a request on my behalf and I have to login online the following day or to call the hotline 1605 again the following day to put up the request as she mentioned the job is not reflected in the system yet. I told her that I understand the procedure as it is clearly stated in the registered article piece of paper and I can read, but I am very upset with the postman services and I would want her to put up the request on my behalf instead as I do not want to waste time to call in again or go online to do so, but she said it is not possible for her to do that and login online or call the following day is the only way I can get the parcel redelivered according to her stated protocol.
Going further into our conversation, I told her that I would like to speak to a higher management to feedback on my concerns. I can clearly hear her raising her voice telling me that there is no higher management for me to feedback to and re-emphasized that by login online or call in the following day was the best option.
Now here are my concerns:
1) The services provided by Singpost - the order was made on the 8th June 2016 and delivery only came 1 month later
2) The postman - He could have done more things to troubleshoot the issue that he is facing, for example; if he faces difficulties understanding how to use the lift or the intercom system to get to the required unit, he could have intercom the unit again, intercom the security guard for help, or even call my mobile number which was clearly stated on the piece of Registered Article paper. I would feel that leaving the piece of paper in my letterbox was truly out of convenience of themselves, rather than putting in the best effort to deliver to the person addressed to. Are you aware that consumers are also busy people like your postmen and we don't get to find time to queue at your Singpost outlets just to collect the parcels that we have paid for delivery? Why did the postman not make further efforts to ensure that his job is done with care? Other delivery men who faced difficulties assessing the unit address will troubleshoot by intercom a 2nd or 3rd time, or even give the stated phone number to call. Why did Singpost delivery not do so?
3) Customer service officer - what is the point of stating a number for consumers to call, when the customer service officers are not even able to provide any value-added services or attempt any help with their "restricted protocols" and can only insist that we follow the steps for parcels to be re-delivered when the steps are already clearly stated on the piece of paper?
I am truly disappointed by the services provided by Singpost, and I hope that improvements in these services can be further explored on as soon as possible.
Please arrange a redelivery of the parcel as well.
Thank you for taking the time to read this feedback.
A reply to the concerns will be truly appreciated.
Thank you.

Dear Sir/Mdm,

I would like to raise my concern over lost parcels this year.

I bought a pair of earrings from Lazada online store and it was stated that the earrings were delivered via Singpost normal mail on 02 March 2018.

However, I did not receive it. I thought it was just a stand alone issue so I did not make any complain about the lost item.

Recently, I bought a bag from Q10 website. The seller had already mailed the parcel via Singpost normal mail to me in the first week of September. However, I did not receive it.

The buyer is kind enough to resend a new bag to me and it was mailed on 14 September 2018. But this time round, till today (19 September), I still have not receive it!

My point is: When the parcel is sent by speed post or personal delivery, I would have received it. But if it is sent via Singpost, somehow it is lost in the way...

I seek your kind understanding to look into this matter.

My address is Blk 212 Serangoon Ave 4 #07-54 Singapore 550212.

Thank you.

Irene Lee
HP: [protected]