I would like to file a compliant for the poor customer service and terrible delivery service from Speedpost Singapore.
I have send a parcel to Bangladesh, but up until now they still haven't receive. This was send last 21 June via EMS (3 - 4 working days), taking into account that the items was picked up on Friday, the parcel should be delivered to the the receiver on 26 or latest 27 June.
Dated 27th June 2013 Thursday, I checked again and tried to call speedpost customer services, and they tried to explain that they have already pass the goods to the other counter parties and hence I can check online using the references number – ER394573326SG but the online only showing the same status which was posted on 22nd June 2013 (this can't help much to the receiver) so I called up again and they say will check for us and ask us to call back again in another 2 days.
Dated 1st July 2013 Monday morning, I call speedpost and check what is the reason that the online status is still showing 22nd June status and not further update, online checking suppose to be up to date but speedpost did not get the status updated, nevertheless the customer service told me that they will conduct the investigation which will take 3 to 4 working days and cannot advise much and ask us to wait again.
Dated 1st July 2013 Monday afternoon, I have to call speedpost customer services again and check which airline have they handle the goods from Singapore to Bangladesh and they say that they have handed over to the airline and advise us wait and call back again tomorrow.
Dated 2nd July 2013 Tuesday, I call speedpost again and was told by the customer services representative that we have to wait for 3 to 4 working days as the investigation is on going.
Dated 3rd July 2013 Wednesday I call again to speedpost and spoken to another customer service she claims that she can’t advise much after 20 mins of explaining the whole matter to her and the phone was transfer to their supervisor and she told me that she will investigate the case and update us again, at this point of time she can’t comments much, and both of us have agreed that she will send email and provide all reason that why speed post have delay on this shipment and give us a call back before 5pm on the same day and update us again. But no email was received from them.
I am very disappointed with the service render by speedpost after spending money for so impressive advertisement stating that they can send customer parcel in very short period and ensure for the good service but all this facts have proven to us that speedpost cannot deliver the promise.
No concrete reply and solution was provide after 4 working days and update the customer why the goods was delay. They do not have proper system to capture whenever the goods is not deliver to customer within 3 to 4 days and follow up with the customer for their opinion. Investigation was requested and required by speed post for 3 - 4 days – now the deadline is up and but no solution. No person in the customer service even the floor supervisor can give us the actual status of the parcel, whether it still in transit or lost in transit.
Hence, please kindly look through this matter urgently as we lost our trust and confidence with their service.
The complaint has been investigated and resolved to the customer’s satisfaction.