Another complaint against Singapore Post (also known as SingPost) is going viral online. Yesterday, Facebook user Fatah Kent decried how “absolutely disgraceful, dishonest” he feels about how SingPost operates as he revealed that the postal services company offered to refund just $150 for a package worth nearly $1,500 it had purportedly lost.
Kent recounted on social media that he made a purchase from Australia that cost AUD $1,551.57 (about SGD $1479.37) on April 10. The seller shipped the package on 30 April and the tracking number showed that the parcel reached Singapore and came into SingPost’s possession on May 2 around 6.30am.
Hours later, at around 12pm, Kent checked SingPost’s tracking service for the whereabouts of his parcel and was puzzled to see that the status was “Unsuccessful Delivery. Identification document not ready.”
Kent contacted SingPost’s live support chat and customer service officers apparently told him that “it was a mishap on their end and no attempted delivery was made.” Kent, who was told to wait to get an update in three days, waited but received no news. He shared:
“I was told to wait 3 days to get an update from them. 3 days passed, and I received no news. I had to call them again and was told to wait another 2 days. 4 days passed, and I received no news AGAIN. I called them to receive my own update and they requested me to call the seller to ask for compensation.”
A SingPost representative told Kent that the item had been lost at its processing facility. When Kent asked for a refund, the staff curiously notified him that they cannot to do that as their standard procedure was to compensate the seller.
Kent lamented: “Mind you, the seller has received the money and it makes absolutely no sense for Singapore Post to give him more money and leave me empty-handed.”
When Kent pressed on, he was told that the SingPost staff’s manager will call him to answer all his doubts and questions by the end of the day. Kent, however, received no such call from any manager.
The following day, the supervisor of SingPost’s social media team called him and told him, again, that his parcel was declared lost and there was nothing they could do. When Kent questioned why he is not entitled to a refund for a parcel that had been lost in SingPost’s possession, the supervisor also told him that a manager will call him by the end of the day.
Again, no manager called him by the end of the day.
The next day, another supervisor called Kent. The frustrated customer lamented: “The conversation was exactly the same as the day before and I’m growing more impatient. He tells me that an investigation is ongoing and he would call me again once there was an update.”
Finally, this supervisor called Kent back and told him that they will do a one-time exception where they would compensate the recipient. Asking for a full refund, Kent sent all the relevant documents and invoice for payment as SingPost requested to facilitate this exception.
On 27 May, nearly one month since the parcel came into SingPost’s possession, SingPost called Kent to notify him that it will reimburse a maximum of $150 only. Kent blasted:
“What utter rubbish. I ordered my parcel > the seller fulfilled the order on his end > Australian Post delivered the parcel from Australia to Singapore with no issue > Singapore Post lost my parcel. And yet, Singapore Post is doing the bare minimum and only compensating me less than 10% of the original price when it is clearly Singapore Post fault.”
Calling this incident “daylight robbery”, Kent expressed his utter disappointment as he revealed that he is trying to escalate the situation to get a full reimbursement. He added: “For a delivery Service, they are extremely incompetent. I know many people who constantly complain of them losing their parcel. This has to stop.”
Kent’s post, which aims to “shed some light on how horrible Singapore Post is,” has received about 1,000 shares and about 650 reactions on Facebook in less than 24 hours:
This latest could join a series of lapses by SingPost that led to intense public backlash against the company, from the beginning of this year. These lapses seem to have continued in spite of SingPost’s apology over “failed deliveries” and its admission that it “should have done better” in Jan 2019.