Singapore Post (SingPost)

Hello, Singapore Post is of a very poor standard of service for call centre and mail retrieval. On 19 July, I went to the Suntec Branch and sent a parcel under local registered mail. The last staff at the counter is helpful, showed me to the plastic bag which I can buy to pack in the stuff, checked the address, pasted the postal label and tracking tag for me. As the parcel has not been received. We made the first call and sent email on 27 July morning. The call centre claimed that the address was incompleted. I told them that the full address has been written big from the front around to back of the parcel and it was even checked by the staff at the counter. I have requested them to take the photos of the side and back of the parcel to show that the address has not been completed. The staff Lalit promised to bring to the other team and revert within 3 working days. Today is the 6th day (excluding weekends, it will be 4th day), I have spoken to other call centre staff over the past few days on 3rd and 4th working day A manager by name, Yovesh, has promised me on 1 Aug that he will definitely contact me by 2 Aug with the photos of the parcel. He claimed that previously I spoke to the call centre staff that is why things are not settled and he is the manager and he gave the word that it can be done. (Poor manager if he cannot motivate his staff to deliver solution to customer). When I called today, one staff named Simran said that Yovesh is not around (probably don't want to pick-up call) and he understood that the message from Yovesh is that retrieval mail team has not responded to him. I don't understand why the mail retrieval team is taking so many days to look for a mail when there is a tracking number. The call centre staff kept saying there is a retrieval fee of $21.50. If the full address is written on the parcel and have been delayed in delivery due to incompetency, why am I charged this retrieval fee?

Dear Sir
As I stay in Singapore I use my country post office SingPost to send a registered item to Las Vegas to the sender and the item was return back to me
Reason you tick
Attempt not know
What do you mean by it kindly elaborate please
The tracking number from singapore is Rc690480658SG
As PayPal want me to return the item back to the sender
Kindly need your help
Thanks
Waiting for your reply
Sam
My contact number [protected]. Singapore
Email shyamdadlani9yahoo.com.sg

Every single time the delivery come in the form of delivery notice and need to travel and self collect at the post office. When this happens the third time, I file a complain. And their investigation result is that the postman cannot get through the gate. The gate at the condominium is linking to my phone, if they tried at least I will get a miss call. But nothing. This time even better. We are at home the whole time, but guess what, no door bell no nothing just a delivery note.

Don't ever use singpost!

My order never arrived! Aliexpress doesn't allow me, to open dispute, because sing post updated, that my order has arrived, on 18 of june, that isn't true, because I have contacted with my local customs, so many times! I will never buy again via singapore post! This post company is really a fraud! They update, that your order has arrived in your country, within the estimated delivery time, so to be credible, while your item drops in a black hole!

The postman did not do his job honestly instead rushing like mad cow. He did not ring my door bell instead left the Delivery Notification. This is truant. I was at home and I did not hear any knock or door bell sounded. This is not the first time but now I have to make this complaint. Now I have to travel to make the collection. Please refer to the attached Collection slip.

They delivered the item during weekday lunch hour to a residential house. So naturally I was out for lunch.

I had to spend 12 minutes on the phone to ask them to redeliver.

Ask them when is the slot to book... can do it on Saturday?... she just told me it will be auto assign by system and most probably next week middle of the week. So I asked for morning slot and was told cannot choose!

What a f* hack! I paid NZ$508.67 for freight charges and this is what I get?

I paid RMB45.47 = $9.15 for freight on TaoBao shopping..they sent text informing me about delivery on the day itself. I can trace online and the delivery guy replies to queries! This is SERVICE!

I was expecting a package from Japan. One day i got a call from a postman telling me he could not deliver my package as there was nobody at home. He told me to collect it at the nearest POPstation. I was unsure of how to and went to the post office to seek clarification. There, a lady behind the counter told me that singpost does not usually call customers and that it was probably a scam. 3 weeks later, nothing had been delivered. I went to the post office to check but there was no trace of the package. The same lady told me that the postman was probably scamming me and that i should continue to wait. After that, i contacted the person who sent me the package that i had not received anything yet, unusual as japan post is very reliable. She helped me track the package and i did so again on the singpost website and checked the activity of the package. Turned out, the postman did not scam me and was telling the truth. Because of that lady's wrong information, the package is now on its way back to Japan and would have to be sent back here again.

I posted a box form Singapore to Adelaide on the 17th of june. It still hasnt arrived and says handed over to the airline. Singapore post told me its definitely arrived at the destination which it hasn't. Australia post have no record of it and whats more Australian customs dont have it and on further communication with Australian customs my box is missing with numerous other bags/ parcels. Singapore post keep saying they are doing some thing but no one is contacting me. Their service is terrible.

We sent this item on 24 may 2017 at singapore post woodlands.
When receiver checked with blitar post office, officer mentioned item is in kediri post office which is 1 hours drive from blitar post office. Receiver then went to kediri post office (jalan mayjed sungkoko 32 kediri 64123), receiver being told to pay 700 thousand indonesia ruppiah which is equivalent to sgd$70. How can this possible as we have make payment of sgd$33.15 to singapore post. Please revert as soon as possible.

For the past few years, I have been receiving many mail from the Postman which belong to other neighbours in my building. Today I even received a letter with address: 12 Marina Boulevard #24-03, SG018982. Now my address is: Balmoral Road SG259806. How this letter can end up in my mail box really frustrates me. Makes me wonder how many of my mail are delivered to others ?
I urge you to revisit your operating procedures to eliminate these mis-deliveries and take your work seriously. Thank you.

The above parcel tracking number left from awsmness support on 20th may 2017 on 10916, and as of 27.06.2017 it stil has not arrived in durban south africa at my address or in the post.
Please this was a gift from my daughter and i would like to know when i will receive it.

Sent from awsmness company it is baking stuff on 10916 on 20th may 2017
on tracking ref number rf 454058424sg should have arrived on 24th may 2017 but up to 27th june still not arrived, please follow up and let me know when i can get my parcel.

Please relay this email to higher management level.

Dated on :24th june 2017

On this day, I guess around morning when I open the door I saw a delivery notification stated that delivery were unable to reach me. Whereas I did not even hear a single knocking on my door. As it was an urgent mail for me, I immediately call the woodlands central post office (1605) to have it delivered back to my home address or the post office nearby which is the woodlands post office. Firstly, the customer service officer deepashihka was not being helpful and even took a long time to get back to me. As she was a foreigner, she did not even know the singapore calendar public holiday cause I told her that tomorrow is hari raya celebration and I need the item by today. She keep telling me that its impossible for them to track where my item is. So I asked to talk to the higher position officer, it took them about an hour for them to get back to me. Again, the higher position officer was also a foreigner name nicholas singh. He also told me that there is no way for them to track down my item. Which I find it very ridiculous for an important place to unable to track down an item. The best is as per customer service cannot communicate with the postman or call and they really cannot do anything about it. This is really getting on my nerve as the item was really an urgent one as I needed it for the festive tomorrow. Lastly, to end my complaint I highly think that singapore post could take this matter seriously and take immediate action.

So who is the fault postman or resident?
Went you did heard the knocking on the door and left a note card on the front door. Went the items u need urgently for your big celebration day hari raya?

Up until recently, I've had good experiences with Singpost until I had an item I've been waiting to ship from Japan to Singapore. The item was received on 4 June 2017 but was in the Singpost warehouse for incorrect address ( which was completely my fault, that I am aware of). I never received a call about this however and on the day I was informed that my item should have been delivered on 16 June 2017, I've decided to use the tracking services on the Singpost website and realized my mistake. On June 17 (11am), I called in to the Customer Hotline and informed them of my mistake and the staff asked me to provide them my correct address which I did. In the evening, about 5-6pm on the same day, I have received a call informing me that my item will be sent to me at my address on 20 June 2017 (between 8am-6pm). Everything was going smoothly until 20 June 2017. It never came. I waited another day and still nothing. So I decided to call the customer service hotline again on 21 June and the staff informed me that my item was sent back to Japan on Monday (June 19)! I was fuming and wanted to know exactly what happened and wanted a compensation for the shipment back to Singapore. With all that rage the staff on the phone can laughon the phone at me and confidently tell me that since all his colleagues have went home already (it was 8pm then), he was only able to investigate and call me back the next day (he promised he will call me back at 8pm btw because I was working). OK then fine. A few hours later (22 June, 05.30am), I received my case num CAS-1507588-P1N8T6. Quite late for a follow up case number don't you think.. Never mind, that's fine.

Next day, 22 June, I had no call from anyone in Singpost at 8pm, so about 11pm or so, I rang them up. Shabom answered my call and informed me that he had no investigation or information about my issue but this time unlike the guy who answered my call on 21 June, he was able to confirm that I did call them and I did received a call on 17 June that someone will send the item to me. It was very late then so he informed me that someone will give me a call the next day by 6pm regarding the investigation. Fine.

So here we are today on 23 June 2017. By 6pm, no one gave me a call and I was giving up on this matter because apparently no one in this organization really understood what customer service recovery and follow up really is about. But get this, I got a call at 8.17pm today. Without any introduction or whatsoever, this lady staff started referring me back to my case number and just repeated the whole incident to me as if from a script telling me what I already know (that my item was sent back to Japan on Mon and that they cant do anything about it and that no compensation can be done and that they were sorry for inconvenience). Here's the best part, while I was asking for more information on what exactly happened, she started saying that she can't hear me on the other line and repeated this line going something like "The customer on the line cannot be heard and that I am going to disconnect the line"3 times before she actually hung up my call. Hilarious! The whole time I was sitting at the same spot when she first answered my call without even moving an inch of my butt off the chair I was sitting on and mind you I was outside where there isn't anything that could have blocked my signal and I am very sure she could have heard me loud and clear.

To add to this, today I've decided to check my item through their website. As seen on the screenshot I've attached (in case another Singpost staff is telling me I'm lying again), apparently only on the 21st, it was received at their Airport Processing Facility, with no information about how my item was already sent back to the sender on the 19. So has it been in Singapore all this time until the 21st? What in the world is going on?

Look, I hate using this on others but listen: I am a hotelier, I work in the service line and when the fault points to my own or my team's service downfall, it is just and right to actually genuinely say youre wrong and offer a service recovery. Even if you can't compensate me there's so many other ways you could have alleviated this whole issue the best you can. Calling me with your "investigation result" only to repeat every bad thing that's already happening to me and still dare to hang up the call the way you did was a bad choice of action.

To other people using this service, this may very well be an exceptional case for their lackof/verydisappointing service. Again Singpost counter ladies (especially the Malay lady) in Jurong West and the postmen who had sent me my items up till now has been exceptional. Even the postman who passed me my item this afternoon was a great guy. But it's the first time I ever had to CALL Singpost, so first make sure you always get your address correct or else I am cautioning you right now that your next few days will be a pain especially when they've made a mess up.

To Singpost if you do see this, the item is a rare find and I hope you don't lose it midway from all this ridiculous, unneccesary events that is happening. I hope my item will reach to me safely and in perfect condition once it's been sent back to the sender and that I've paid the sender the hefty shipping fee to be brought back here in Singapore. This item should have been here in time for Raya but I guess it won't be the case.

I arranged for 5-6 boxes to be shipped from Singapore to USA due to an overseas assignment. This was 3 months ago. The cost of shipment was several hundred dollars. This week, I was notified by Singpost that the boxes have still NOT SHIPPED from Singapore, and they are asking me to pay an additional $90 fee, claiming that I paid the incorrect amount. As these boxes were picked up by Singpost themselves, I would have expect them to inform me within 24 hours if the there was any problems with the weight or size of the cargo. It is completely unprofessional to inform me 3 months later that there is a payment balance.

Now, not only do I need to pay an additional $90, I also have to wait another 42-70 days for the cargo to arrive. This will mean that the good will only 5-6 months after I left Singapore.

This is very poor customer service. I would discourage anyone from my family and friends using Speedpost.

While I am prepared to pay the fee (very reluctantly but I have not alternative as they have my personal property), I am extremely dissatisfied with the 42-70 day delay that I have to bear. I would expect Speedpost to expedite the shipment to get it here much sooner given their huge mistake in waiting 3 months to contact me.

Thank you for reading my complaint and I do hope you can help me.

Best,
Jeff Curley
Irvine, CA USA

Dear Singapore Post,

I sent a Christmas gift to my Brother and my Sister-in-law last December 24, 2016 (refer to RC 689795629SG) and am very dismayed and appalled that nothing can be done at your end to check on the status of the article as my brother and my Sister-in-law have failed received the gifts to this day.

I was only told to refer to the postal authorities at the Canada side but surely it is more expedient for one postal authority to follow up with its counterpart and surely you can do this as good customer service (?)

The article consists of a Parker pen and a necklace. Please advise what I can do to ensure that my gifts reach my family.

Regards,
Sie Ha Wai
Tel: 65-[protected]

Most Singaporeans have to work long hours and are usually only home in the evening and not all of us have people at home. Whenever my parcel is not delivered successfully because nobody is at home, I have to walk 20 minutes to my nearest post office and there are no buses. Even if I call in advance to request for my parcel to be left outside my house, with my approval, I am told that this is not possible. I ask if I can arrange for my parcel to be sent in the evening, they tell me it's not possible again. If I am paying for the service, why is every small request impossible? I think Singpost needs to be a bit more flexible in their services, if that's what I ask for then maybe you can just leave the parcel outside my house as I am willing to be responsible for it. If I have to go collect it at a post office, I might as well not use your service!

Hi,

I would like to complain about speedpost postman and customer service,
for two times the postman only deliver my items during lunch time. As from what I understand they start delivery from 9am to 6pm BUT they had to deliver it during lunch time TWICE.
As I called speedpost customer service, all they can say is sorry and they can't do anything about it. First time the parcel was send to jurong point pop. But the second time they send it to pioneer pop. which was even further from my house. And I noticed that my house at Gek Poh shopping center had a pop station. But they did not post it there at all, So may I know what kind of service should I call this?

On 10/6/2017 morning, I went to singpost - sengkang branch to check where is my urgent parcel sent from China for I didn't receive any notice from signpost after it is sent 3 weeks ago. the staff there checked and tell me my parcel already returned back to China. I was surprised. they said they will check the reason and I went back home.
My parcel NO. EA166881507CN

On 12/6/2017 12pm, I went to singpost - towner branch to check why my parcel returned back to China without any notice/sms/phone-call again. The staff serving me there is Ms Rena Lai. She looks cold and said she cannot do anything for me and divert me to call 1605 or go to sengkang branch to check my problem. I called 1605 myself but no one is answering. so I complaint to her why she cannot do something for me to check if there is any answer or file a case for me since I am already here. it's a urgent parcel for my mother' medicine and I cannot just keep waiting. Then there is an old man came to me and said he is the manager there and threaten me "I need to talk to his staff nicely or he will go to my company and complain me to my boss for I speak loud here". I said "you can go ! I talk to her very nicely at the beginning but she don't care about my problem at all". then he threaten me "he will call the police if I don't treat his staff very nicely".

I am very disappointed with the service there. you are doing a servicing business but your staff don't care about customer's problem at all. and how can you hire a manager to threaten customer when she is complaint your service ?
Can you do something to stop this ?

I had originally sent a parcel to be delivered overseas on March 19th. However Singpost sent it to my local branch as it was overweight.

On receipt of the package, I cancelled the shipment on May 1st.

Since this date I have been going back and forth between your lazy/unresponsive customer service regarding a reimbursement for the undelivered package and service. No one responds, the last email I have is dated May 15th (even after I sent all the required documents for a refund as requested) they said they would respond in 2-3 days but no one did.

I called last Tuesday June 6th (an international call at my expense) and was informed they are still looking into it and promised to respond by Friday 9th June. I still have not received any communication!

This is appaling, not only because it is taking your team forever to solve one problem of a simple refund for a service that was terminated, but because you have unreliable, unprofessional, incompetent lying staff representing a national organisation. I will be taking this complaint further should you not reply confirming my refund this week.

Regards,
Zankruti

Dear Sir/ mdm,

I have been receiving constant Delivery Notification for unable to reach me from your postman. The strange thing is, I have been receiving parcels from other providers every alternate days with no problem as there are always 2 to 3 adults at home. But it seems like your postman always have problem delivering parcels to my place. Their reason of unable to intercom us doesn't sounds right. How did he even manage to get in if our security did not intercom us. Even if he couldn't intercom us at 5.35pm, at that timing, there are many people getting in and out of the apartment . Therefore, he could easily get into the building and try to reach us by pressing the doorbell. But I really doubt he even try that.

Being such a big brand compare to other logistics providers, I am utterly disappointed with the efficiency and service level. I would urge the higher management to take this seriously and improve the service level as it seems like our postman are doing things at their convenient and affecting the image of the company.

Meanwhile, please redeliver my item under article number CJ00001987704 to me. Please be reassured that there are always people at home 24/7.

Best regards,
Genevieve
Hp:9628 6969