Singapore Post (SingPost)
reviews and complaints

Had items prepared by merchant on Thursday, at 1050L 15th Jul 2021. Followed up with a call with Singpost on the same day at 1647L to check the status and was assured that item will be picked up by 1800L and will be delivered to me on 16th Jul. To my horror, after numerous calls and live chats, items were only picked up on the supposedly delivery day at 1250L. Made a couple of follow ups and requesting to have this escalated or put on urgent tab as i needed the items quite critically. Received a phone call by Manager on Duty who doesnt provide any resolution apart from apologising for the service lapse and will escalate.

A call back was promised today by his manager by 1200L. We shall see if a call back with resolution will be attempted. Oh well, not sure if this was intentionally intended by Singpost. Estimated delivery is NOW set on 20th July. Never again Singpost. An unreliable service!

Hi, on noticing the delivery man @ S0885501 suddenly start taking photo of me in the lift, I stopped him and took photo of him & video. When I asked him why he took photo he didn't answer for 5 Sec, replied later that he want to report me, didn't give any explanation. He was also not wearing his mask full. He (Yang?) didn't share his detail.
I was just coming back from temple, perhaps he was not happy me entering the lift in which he was already there (he might have wanted to use the lift solely so that he could deliver faster) or he doesn't like other race or for some reason.

He was looking like a small built but a gangster (seems having lot of tattoos).

He was wearing SingPost T-shirt.

Please investigate.

I would like to highlight my repackaging request for item in UK warehouse FAP 9824.

This item is a steel foldable bicycle, which measure at most 58cm x 58cm x 30cm. For some reason the seller decided to pack it largely over size at 71cm x 66cm x 43cm, this incurred additional volumetric cost at final check out.

I have make various attempt (3 times) for repacking but was rejected by the UK team on all occasions.
In all 3 occasions, I was given different reasons why a repackaging is impossible.

Firstly, under your terms and conditions of repackaging, I find absolutely none as stated by your website that this mention item is deem unsuitable for repackage.

(VPost UK) Here are some scenarios in which we will not repack:

Where the difference between the actual weight and volumetric weight is under 2kg

Containing leather products

Containing products with flammable or alcoholic contents

Marked ‘fragile' or the packages are deemed as ‘fragile' accordingly to our warehouse assessment.

Clearly a gift

Packed within a satchel or plastic packaging bag

Oversized (exceed the maximum length of 105cm and weight of 22 kg)

Cushioned with special packaging

I was given reasons by the vpost UK team on 3 occasion that my item is

Occasion 1. Height do not justified for a repack (I was quoted 43cm as height) shouldn't the height be taken in at upright position? 43cm truly sound more like the side width to me.

Occasion 2. Unsafe to repack

Occasion 3. Packaging is not from a merchant and not suitable for a repack.

In my opinion, as I go through and compared your company terms of repackaging, these 3 reasons provided to me is not acceptable. These reasons provided are inconsistent each time I raise a request neither do they sync with your spell out terms. If I would to make a 4th or 5th requests, will your team in UK provide me yet with other reasons to reject my request?

Can singpost /vpost advice me under what circumstances will your team do a repacking? When the item is small light and comes in a nice merchant box?

As a consumer, I find it hard to comprehend the reason given to me by the UK team. It makes me feels otherwise rejected for reasons I do not wish to mention.

VPost proclaim in their website that you can save money by using their repacking services so we can buy more and ship with them. But my experience with them is so much of a hassle. https://vpost.com/sg/2018/11/05/save-money-for-more-shopping-with-vposts-repacking-service/

As mention by the seller, there are many pieces of cardboards buffer that is taking up much space that has upsize the box unnecessarily. These extra buffer cardboard can be dispose and primary box trim to downsize or a new suitable box is provided at cost. In which I really don't mind paying for both service rendered and boxes. But unfortunately was never offered this option.

This is the simplest of all requests and I am asked questions on name and phone number, which I asked why is this required?
Thereafter, I am asked to put on hold as if there is a need to check and listening to some annoying music (do you know what music you are playing singpost?) for a few minutes and then suddenly an answer "sorry to keep..." and the call hangs up! After putting me on hold and doing this?
It is deliberate but to give it a sense of service and that it is not, the "sorry to keep... Words were heard... Then the line gets cut. Perhaps to spite me for not giving my phone number so that they could call me back? This deliberate waiting and then hang-up is the worst scenarios I can imagine which I think is also the most likely, why do I say so? Simply because call centre systems do not simply cut the line when returning and it cannot be that bad for a huge company like singpost. I ran call centres for many years and the very effect of the call dropping is simply by hitting the hangup button.
This is frustrating and I would like singpost to check the recording. I called from my mobile +65 [protected] and the time is around 3.00-3.15pm on 24 june 2021 and don't tell me this was not recorded.
You should find out from the recording who were the agent and supervisor for that period.
I look forward to receiving a response.
Philip tan

Someone posted me a smartpac urgent, at 7am onwards Wednesday. Now it's Saturday I have yet to receive.
Kudos Singpost, I have already predicted the delay as with all my previous normal mails can go up to 2 weeks to 1 month!

I have a parcel that sent from Hong Kong to Singapore. The address is Ion orchard post office but the item is failure to destination. Before the dispatch of the item, I am aware of the post office in ion is lost and I just want to get the parcel. I call the trust care hotline mutiple times and different people in the hotline have different answer for the procedures . One of the people even mentioned that he is bothered of the call receive. I just want to track where is my parcel now and I dun even mind going to the warehouse to collect.They tell me to wait for the phone call but I have wait for so many days and I recieve none of the phone call . I strongly like to complain the service of the singpost and the inefficiency of the coustomer care. If I don't get the parcel within a week time since all the phone call is recorded which I urgently need to used or else I will sue singpost for the cost of the item and the time directly.The tracking no. is EA336190123HK. Please follow up.

A mail got returned to me without any reason, the recipient name and address were all correct and it was just a standard letter form mail so I am confused as to why it was returned. Would be great if Singpost could shed some light on what happened, and explain why it got returned to me without any apparent reason. Usually a sticker would be pasted on the mail saying why it got returned but this time nothing was stated.

Frustration! Frustration! Frustation!

We are at the mercy of SingPost! Nothing can be done, can only continue to be frustrated and wait for miracles to happen.

My parcel was out for delivery on 7 Jun at 11am, till now it has not been delivered, status on my online overseas purchase still showing this status. Called SingPost CS 5 times since 8 Jun, but they are unable to do anything as the logistic team is not responding to them even though they have escalated the matter each time I called. Asked to speak to the Logistics team, CS do not have their contact, not even email address to send feedback. Poor CS team, created a team for the sake of creating but cannot help customers. The company is not providing them the information to address customer's queries. They apologized to me numerous times, told them it is not their fault.

What can I do now? No email to contact SingPost management to reflect on the horrible service of their SpeedPost Team. Just let the status "Out for delivery" be shown forever and I can do nothing about it? I paid for the online purchases, paid for airfreight charges, and I still need to pay back friends who have combined their orders with mine? This is really ridiculous!

Who can help me?

Always feel so helpless whenever I have to deal with SingPost. I can understand they are busy with 6.6 online orders and took 3 days to "send" my local parcel. But what disappointed me is they are unable to keep delivery promise. A SMS was sent to inform me this morning that my parcel would be delivered today. I contacted their chat line around 6pm and was assured that delivery by 10pm. Waited till 10pm and contacted their chat line again and was told could be tomorrow morning. The "outsourced" chat line agent could be provide me the status as "out for delivery", so what's the point of seeking help with chat line? They couldn't do anything or give me any advice, just wanted to take down full particulars and raised a "request". Frustrated, I tried calling the 24 hr phone support but was told it was closed for the day? Really at the mercy of SingPost whenever I have to deal with them.
No way and nowhere to voice out maybe except here.

On 01/06/2021 @ 1843hrsCalled up 1605 and reported the case to the CS for receiving the msg from the tracking apps provided by my sender that the product have been delivered to my letterboxThe CS do a checking and verified with me on my NAME, CONTACT & ADDRESS and confirm that the delivery have been send to the address of No.22 New Industrial Road #03-20/21 Primax Singapore 536 208. (FYI, i have double checked and confirm with her many times to be sure that the driver delivered to the collect address, and she is sure that the record show is the above address.)Therefore, i further question that i have check the letterbox (Which only i have the letterbox Key and no one else have it) and there is no parcel at all in both my letter box of 03-20 & 03-21?Than she told me that she will check with the relevant team to verify on further specified details on where the parcel is and will get back to me in 3 working days which is Thursday or Friday (3rd or 4th June).Till today there is no return call from any Singpost Staff?On 09/06/2021 @ 1257hrsI called up 1605 again and CS Ms. Vee attended to me again for the above matters mentioned.She put me on hold and check the matters and reply me that the Articles tracking numbers have 3 same Tracking numbers as above and none of the articles have my NAME, CONTACT & ADDRESS?Ms Vee told me that she will revert me with the email to explain that the 3 articles with the same tracking number are all not with my contact and revert me to clarified with my senders and i did ask for the supporting details to show my senders and was rejected due to Confidential and cannot disclosed to me? But NO EMAILS WAS SEND OUT TO ME AGAIN? (VERY GOOD SINGPOST CUSTOMERS SERVICES STANDARD)On 09/06/2021 @ 1837hrsReceived a call by Mr. Zul of Singpost Assistant Manager, Customer Care regards to above mattersSame old story againWhen further question, what did the 3 articles contact details stated, reply with the same confidential and cannot disclosed? Does giving the name and area of the address can prove what? When further demand a question on why am i receiving the confirm message that items was delivered when all the 3 articles does not have my NAME, CONTACT & ADDRESS?This is the biggest Joke i have heard in today Logistics World and i have been in Logistics Trade for more than 20 years FYI.Singpost is telling me that they are using the lousiest systems that could not read the tracking for 3 articles & 3 different contact information? A BIG DISGRACED TO THE COUNTRY APPOINTED POST OFFICE INDEED.Next Question, Without my contact details on the articles, WHY M I RECEIVING THE MESSAGES THAT ITEMS HAVE BEEN DELIVERED? IS THIS A JOKE?Mr. Zul can tell me to forward the message in this email to check the backend system on why the message have send out to me? As a professionalism of Singapore Post Office Manager Post, without the details input under my contact, do you think the system can read and send me the message too? Please use some logical brain to reply and be professional in your job too.Anyway, as per Mr. Zul Request, I have attached the below photos of proof that i have received from the Tracking APPS and also a message from SINGPOST as follows: -

Please kindly check and revert as this is the 3rd times failed in my delivery and i have been waiting for more than 6 months to received my orders as follows : -
1 x 10" CAR ANDROID PLAYER2 x 10" CAR BACKSEATS ANDROID PLAYER1 x CAR FRIDGE CONSOLE BOXThese items i do not know how your staff can put in my letterbox too.
Please kindly revert back with your explanation for this ridiculous courier services solutions.

04 Jun - Email received from overseas merchant stating "UPS reported they attempted to deliver your order and failed as no one is present.." when the actual reason from SingPost, UPS local courier partner, is "Failed delivery attempt due to Invalid/Incomplete address.."

05 Jun - Called customer service to check on parcel whereabouts and learned that I will have to pay a parcel retrieval fee of $21.40 which makes no sense at all as they are not able to check what is invalid/incomplete with the address on the parcel. On top of that, I will have to make the trip down to collect, so why and what am I paying for?

Furthermore, even if the address is invalid/incomplete, SingPost can contact me to collect from a nearby post office via customer's details on the parcel instead of charging me.

After some concern voiced, customer service requested for my contact details and mentioned that he/she will raise the request to waive off the charges and get back to me within 3 working days via call or email.

08 Jun - Called up customer service for follow up. To my surprise, no case no. is attached to my parcel, meaning the entire time spent on 05 Jun with the customer service name Pallav is not recorded anywhere in the system and I will have to go through the same process again.

Thanks to Sachin's assistance, my case is recorded for real this time round and he/she mentioned retrieval is the only way to go which is still ridiculous to hear.

Dear SingPost, here's my two cents, which customer in the world would intentionally give wrong address to go through such painful experience while obtaining their own orders with a possibility of paying the service they have already paid for?

There are so many efficient and friendly ways to safely deliver the parcel to it's owner without spending even more effort and storage space to keep customer from receiving it due to a possible minor human errors from people who ain't familiar with Singapore address format as they are not living in Singapore.

SingPost have a choice to call/notify the recipient in verifying and arrange for collection if they cannot be sure on who to deliver to as customer will have the order receipt.

But SingPost chose the longer route by storing the parcel for 5 days and returning it back to senders via airplane, incurring more unnecessary resources, cost and inconvenience to both merchants and customers.

I have engaged courier services with so many other companies and they have no issue delivering with a more flexible approach should the address shows minor differences.

Please stand in our shoes, be it for merchants or customers, review the service flow and have it more flexible & sensible. I am sure all of us would appreciate the little extra effort placed in for a more pleasant experience so that SingPost becomes an option as opposed to the courier service that I will never engage with again.

Last but not least, please deliver my parcel to me without any charges, thank you

Tracking No.: LX292793074US

The officer in bukit timah singpost always disappear, and keep customer waiting for quite long time but waiting for nothing.

Tracking no: EE066211402MY

On 24 May, status update on tracking system is "Arrived at destination import office".

After a week (01 Jun), I called customer service, and the guy said they will check and get back to me after 3 working days. So, I guess it might due to COVID-19 so that the shipment may delay.

On 03 Jun, the tracking system showed the status "Delivery attempted".

However, I did not received any call from SingPost saying that the item was being delivered but it was unsuccessful.

On 06 Jun, I called SingPost to check whether the item was in the warehouse. The customer service consultant told me that she would highlight my case to the relevant department and replied to me.

Today, 08 Jun, I received a call from SingPost saying that the items was declared lost.

I really can't believe why they received the item while updating it in the system. A week later, they told me that the item was missing!

Could you please investigate carefully and find this item? I don't need your apology, I just want to get back my things back. This is a valuable item from my sister, we haven't seen each other for more than a year.

Thank you!

Hi,
I would like complain about the delivery guy who delivered my package today.
He was very rude.
Right after he pressed the doorbell he keep knocking loudly on my door - until we open the door.
He needs to give us sometime to arrive at the door to open the door and receive the package.
This is not the 1st time this delivery guy doing this.
Every time he delivers - he will do the same thing.
He is of Indian National, tall and slim.
Befofe he took the lift to go down - he actually made some noise against the railing - I guess showing his unhappiness and anger. I will keep this and make police report if need to.
Looking forward to your feedback.

My taobao parcel CNSGS0023882448 suppose to be deliver on 14 May, since my condo gate got problem need me to provide password to get through, usually courier will gave me a call but only singpost not doing that. They just send me a message notify that delivery is unsuccessful? Why don't give me a call in the first place? Then I call the hotline ask for re-delivery. Staff promise me to re-deliver on 15 May, I wait for whole day still never receive the item. Then I call in on 17 May again, hotline staff said still wait for updates and not sure when will be re-deliver. I paid the cost for air transport not sea shipping because I need the parcel urgently. I want to complain about this. Totally waste my time to call in and ask for the updates for so many times and in the first place, if condo gate cannot get through, courier suppose to give me a call!

My regret things in my life is use Singpost-Speedpost services to send important document!

I sent my important and urgent document on 27 March 2021(10:21am) and the Singpost staff said that recipient will received that after 3 working day.

On that day, the last update on tracking system is Departed from Singapore Hub for Transit to Overseas Destination.

After a week, the recipient haven't received the document yet, so that I call customer service, and the guy said due of COVID 19 so that the shipment may delay on this time and ask me wait 1 more week.

On 4 April, Azhar who is Consultant, Customer Care sent me the mail ask about my document detail and I reply it on the same day.

During this time, I call everyday and ask about my parcel, finally Ankur kumar, another consultant in Customer Care reply my email, ask me wait 1 working day.

Consultant Customer Care highlight my case and pass it to Mr Manish Paliwal, who is assistant Manager, Customer Care. He reply me by email said that will raised an investigation with overseas counterpart and update me within 3 working days.

Until today, 21 April, Mr Manish Paliwal said that this document may be lost before shipment, I really cannot believe that this is service of Speedpost!

For now, I no need your apologise anymore, I just want get back my document

This following experience, I realise that their answer is robot-style!As a consumer, I don't have any right to protect myself!What can I do now?I intend to report this case to police station or high court, please advise. Really disappointed with how this matter is being handled and will not use their service ever again.

Tracking no:PX009098656SG
Cas no:CAS-5511597 / 5535689

I was sound asleep at 8.20am on a Friday, 26th March 2020, when the bell rang for about 3 times. When i was awake and about to open my door, the postman lady left. When i checked my letterbox later in the day, there was a letter saying that it was already their 3rd and final attempt to deliver my stuff. The letter was addressed 25th March 2020 and not the 26th. The letter also states that if it is already the third attempt, my item will be sent back to the sender...

Firstly, I am home all the time and that was not the 3rd attempt i can assure that. I dont know if she meant 3rd attempt by ringing the doorbell 3 times, but what i can infer is that 3rd attempt means 3 different days tried to deliver, which was not the case.

Secondly, her intervals between the doorbells is always very fast and did not give people time to get ready and open the door as she always leaves very fast. Before i had meshing on my gate, she always knock on my door super loudly as if it's going to break. I also thought that deliveries are to be made 9am onwards.

Thirdly, my item is not super bulky and i didnt opt for home delivery. My item could have easily been slipped into the letterbox and not the letter instead which makes more work for both singpost and I. My item does not have tracking number and it is supposed to be sent to my letterbox and not to my doorstep.

This has happened for numerous times already. The postman also is not friendly and always grumpy. She also signs the letter very fast and when we open the door when she is already signing the letter, she will scold.

The postman lady is in Choa Chu Kang area, Avenue 2.
Not sure about the status of my item since there is not any tracking number, i hope it will be delivered again soon.

I sent a package of used baby clothes to Rome, Italy last Nov 2020. However after a month of no news from either Singpost or the counter part in Italy, my friend in Italy advised me that the items were returned back to Singapore due to incorrect address & incorrect contact, which was not the case. Address is correct as well as the contact number is correct. I reached out to Singpost, and they asked for all details, which I've given. From Jan'21, we've been exchanging emails as they cannot track the items. ER401019891SG, the funny thing, they claimed that Singpost returned it to me as the address was incorrect. I did not receive the package back and when I asked for refund, Singapost did not respond anymore. The service was horrible, as they claim they need to have receipt of those baby clothes to assist me further. But then after explaining that those are used baby clothes and some new items no receipt, I just want to know where my package sent. No response from Singpost, hence, I would like to raise a case on this. Please assist. Thank you.

SingPost package delivery is the worst!
My package SPSGCN002569722 was handed to SP on 21 Jan.

There is no heads up on delivery time and SP does not send you any message prior to delivery, and worst thing is the delivery man is not allowed to call the customer!

The SOP is to drop delivery notices under your door if no one is at home. There is no option to ask if customer is OK with leaving item outside the door? Why?

First delivery was on 22 Jan 21 and I was at home the entire day. Delivery man did not even ring my bell and just slip the notice under my door. I suspect he did not even carry my parcel up as he is not incentivised to deliver item to customer. He just needs to slip the notice 3 times, and report that customer was not at home and his KPI is met.

The customer Hotline is useless. They need me to send an email with the delivery notice before they can re-arrange anything. What kind of manual system does SP have that can't even match my address to the tracking number?

The re-delivery lead times of 3-5 days is absolutely ridiculous.

SP provides the worst customer experience ever.

I send a courier to Dubai via Speedpost on 28 Dec 2020. On 6 January 2021, I have got a call from Singpost asking for contact number of recipient in Dubai after a failed delivery by them. On the same day I called back to provide the information requested but was told that it needs to be in an email which I did provide the requested information again on 7 January 2021 and at the same time I mentioned that there is an urgency to this matter as I was told that courier will be returned if no response given by 12 January 2021. However I only got a reply on 12 January 2021 itself that the information has been passed on to the relevant team in Dubai and will keep me updated on this matter. I regret to say that no subsequent update was given from them. I make a call to Singpost again on 13 January 2021 to check on the status as I could see from the tracking system that the courier has been returned. However, I was told that the relevant team is investigating on this matter and will provide an update to me as soon as possible but as expected no response from your relevant team was received. I attempted to call on 18 January 2021 again and do an online chat but was told the same thing that the relevant team is still investigating on this. Finally I got a call at 9.24pm on 19 January 2021 from Singpost and was told that the courier has been returned and they will be sending it back to my address. I was totally shocked when I told that the investigation is still on and that he needs to identify where in the process went wrong and that I may need to pay to have this courier resend.

From the day that I provided the requested information till the courier is being returned to me the duration was two weeks. During this period of time, no response at all and the recipient also mentioned to me that nobody called him throughout this period despite the fact that I have already provided his contact details. I am very disappointed with how this was being handled and till todate there is still no clear reason why this was being send back and that Singpost does not seem to want to be held responsible for this and simply send my courier back to me hoping that I will just send it off again bearing another courier charges on my own. It seems that there is no where you can make a complain or have a person whom you can really talk to when there is a problem like this happen. Really disappointed with how this matter is being handled and will not use their service ever again.

Tracking Number: PX 008042046SG
Case No.: CAS-4862020-Z5K9J7