Shopee – Handling and conduct of the assigned delivery driver

Good day,

I would like to file a formal complaint regarding the handling and conduct of the assigned delivery driver for my COD parcel (₱1,268) with tracking number PH250040584072U, scheduled for delivery today, August 14th.

At 8:27 AM, I received a notification that the parcel was out for delivery. Since I work the graveyard shift and am usually unavailable past 11 AM, I messaged the driver at 10:00 AM asking if I could send the payment via GCash so he could leave the parcel at the guard house — which has always been our arrangement in the past. This driver has delivered to me before, and I have sent him GCash for COD payments twice before for big purchases (₱3,884 in December and ₱2,172 on June 21), always adding more than the required ₱20 cash-in fee as a tip.

This morning, since I didn’t receive confirmation that I could send the GCash, I simply asked for the parcel to be redelivered the next morning. I then turned off my phone and went to sleep.

When I turned my phone back on at 9:28 PM, I saw a message from the driver (presumably sent after I went offline) stating that he could not contact me. I immediately replied, explaining my work schedule and again asking for confirmation if he would handle redelivery tomorrow so I could send the GCash.

Instead of responding professionally, the driver replied in a rude and dismissive tone, implying I was making it difficult and suggesting other means of getting the parcel in a manner that came across as confrontational and disrespectful. I have attached screenshots of our conversation for reference.

This kind of behavior is unacceptable, especially toward a repeat customer who has been cooperative and accommodating in past deliveries. I request that Shopee Express review this incident, address the driver’s conduct, and ensure proper handling and communication for the redelivery of my parcel.

Thank you for your attention to this matter.

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