Singapore Post (SingPost)
Reviews and Complaints

Date: 17 March 2017

I ordered some items from overseas and used an overseas shipping agent (4PX). When the items arrive in Singapore, Speedpost took over and was in charge of delivering it to my place. There had been 2 incidents whereby someone signed the delivery slip on my behalf when the parcel wasn't even delivered. Also, the courier just threw my parcel outside my house at about 2am in the morning without even notifying us! This is absolutely appalling and speaks volume of the internal controls that Speedpost/Singpost has in place (if any).

So basically, my friend and i went to do registered postage at the branch in Jurong Point but since it was our first time doing it we didnt know where to queue so we queued at the "all service" line. Suddenly a staff came and ask "you want do postage ah?" Then we're like "yea" then the staff at the service counter all laughed at us saying "aiya student uh dont know" thats so rude?

Hi,

My company Monson Agencies Pte Ltd has encountered lost mails since past few months.

It is especially so during the Holiday period from Dec'16 to Feb'17.

We noticed it because we would receive weekly bank statements but during these 3 months, some of the weeks bank statement are not delivered even though we call up the bank and check & they confirm it was generated and mailed out.

I have called 1605 since 22nd Feb 2017 to log a case number 1162056 on but till date we didn't received any follow-up via email update.

Kindly reply to company email [protected]@monsonsingapore.com

its was on 16th Feb at 10.30-10.45am.I was attended by a Malay lady(short, spectacles, wears headscarf)[Parcel counter 6].She was attended me as a customer without a warm smile or greetings.There was no eye contact too.Is this the kind of service she's providing as a front liner?She should be more service-oriented and friendly.I hope SingPost should have briefed your staffs more on servicing and friendliness.Customer should be treated the way as they want to be treated.For your information, this is not the first time that she treated me this way.Everytime she saw me in the queue, she will try to avoid serving me and it happens before when it comes to my turn, she will purposely close her counter.Before i leave, i saw that she kept peeking at me to see if i had left the place.Then i saw that she opened her counter back.Even my sister and friends have been facing the same problem with her.
Best regards,
Siti Hajar

Date of incident : 15/01/2017
Full decsription of inccident : Sent a parcel using Poslaju Malaysia on 10/1/2016 and according to Singpost website the parcel has arraive in Singapore on 16/01/23017 . Until now my parcel has not been delivered without any notice or any good excuse from Singpost.

Desirable resolution of my complaint : I want my parcelto be delivered a.s.a.p to my singapore recipient as it contains very important andoriginal documents.

Ordered an item from the UK, sent via Royal Mail Registered International Parcel. The item took less than 3 days to arrive in Singapore but has been stuck at Further processing in progress (DBPLD) for three days since 06 Feb after postman inadvertently marked the parcel as "Address has gone away". Not a single person at SingPost I contacted can help - they kept on giving empty promises like 'we will call you the next day' or 'it will take 3 working days'. Why is it so hard? Other couriers like FedEx and DHL could trace the parcel and redeliver the next day with no issues. What is more annoying is that Singpost immediately marked the parcel as undeliverable and prepared it to be returned to sender, at the postman's discretion, without even giving the recipient the chance to collect it at the nearest post office. In my case it was the postman's fault since he assumed I have moved without even visiting our unit to deliver the parcel. Now nobody knows where my parcel is and the call centre keeps on telling me that I have to pay 21 SGD to get it back, without telling me when I can get it back. Is Singapore so big that my small parcel needs 3-5 working days to travel from Paya Lebar delivery base to the Paya Lebar post office? The manager at Paya Lebar post office told me that they need to wait for the parcel to arrive at the post office before I can collect it. I guess this is simply because NOBODY is actually looking at the issue at all. The contact centre 1605 is diverted overseas and the agents can only tell me what I already know by checking my item status on the website. From what I heard, in most of these cases, the item will forever be lost with no apology or compensation from Singpost at all. I would not recommend Singpost to anyone else!

I dont understand why Singpost people are so irresponsible..? How can such a big envelope go missing..? If its drop, you will definitely hear the sound. How can people who are irresponsible work as delivery/courier service..? Where is the promised..? Am mail service will received the next day not after 11am..? I dont to hear you will compensate the sender but you must compensate to the recipient cause we recipient who at the lost. So now i want your people to compensate the cost that i had lost. Its AM mail not normal mail which you all can lost...! I need someone to get back to me not saying sorry or whatever but compensate the cost i lost...!

I don't understand why is the Speed Post services so lousy and irresponsible. The Customer Service is there only to add frustration to your unresolved delivery. A misguiding text message sent stating "Our attempt... We have left a card with collection instruction...", whereas the letterbox was empty. They really have no idea where my parcel is

This is one of the most infuriating experiences i have had with singpost. I purchased some items that cost close to SGD 600 from Australia and this was not the first time that i have done so. The usual procedure is that the item will be placed in my mailbox and no signature is required. This time though, my tracking order stated that the item has been delivered but i have yet to receive it even a week after that. After calling singpost twice and having their customer service officer inform me twice that they need to investigate for 3 to 5 working days each time, singpost would call me back and insist that they had proof that they delivered it correctly. And lo and behold, the "proof" was a mere verbal confirmation from the postman that it was delivered. There were no attempts ro remedy the situation and till today i am 600 dollars down without my items and singpost actually placed the responsibility of raising an enquiry on the sender himself. I am appalled at the arrogance exuded by singpost who refuse to acknowledge that they could have put it in the wrong mail box, as well as their repeated attempts to shrug off the issue as quickly aa possible

I have never had a worst experience in my life for a very pricey service:
1. I was instructed to pay the maximum postage for parcel of unknown weight and promised a seamless refund. Never get to see my dollar again because Singpost subsequently refused to do what they promised on the phone (twice).
2. Air freight boxes were damaged beyond recognition, despite "Handle with care" instruction in big capital letter. Absolutely horrible handling method.
Dont ever use them please, spare yourself the trouble. (Speedpost is part of Singpost)

I ordered an item from AliExpress since November 25, 2016, the item according to the information provided by the seller and AliExpress has left for its destination since 29-Nov-2016 and up till this present moment 01-Feb-2017, I'm yet to receive my item.

This is an ugly experience for me for the 1st time in Canada and I wonder why this is happening in this present dispensation of technology. Below is my information

Name: Sunday Olatunde
Tracking No: RB132048501SG
Item ordered: Nike sneakers ( grey)
Destination: 106A- 1505, Mckercher Drive, Saskatoon, SK, Canada
email: [protected]@yahoo.com
phone #: +[protected]
Thank you

cc420009035DE

Returned from business trip and found card in letter box from Singpost. Tried to decipher instructions on the card - none of which actually refer to their mobile app or their Internet site - to track. In frustration, called them up. After reciting the item number several times (using the phonetic alphabet which still baffled them - Delta Echo being apparently incomprehensible!)

Parcel delivered they said. And they continued to insist it had been delivered, despite my repeatedly telling them that obviously was not the case.

Agreed to open investigation.

3 days later missed call from them. Tried calling back the number in their SMS message. No one could transfer me to the correct department.

Eventually get through 4th day. Apparently they wanted a scan of the delivery card. They took 4 days to realise this! They told me they would send me an email and I should reply to that with the scan of the delivery card.

Called again after 8hrs and no email only to find that they had indeed copied down the email address wrong - despite my spelling it phonetically at least 3 times for them.

THE WORST SERVICE IN THE WORLD.

I received a SMS that I will have my parcel delivered to me by end of today, 26th Jan 2017.

Your Speedpost parcel as036326945 will be delivered by end of today. If delivery is unsuccessful, you will receive an advice card with collection details.

I called in at 5.44pm and was answered by this indian staff. I was told that the parcel was out for delivery and I could get it before 6.15pm as the delivery area was near my place. I waited till 6.30pm.

I called in again to check. I was answered by the same staff again. This time I was told that the parcel will reach by 7.30 as this is the festive period. So it's either I wait or I could have it delivered by 27th Jan 9am to 1pm. I have my reunion dinner today but I chose to wait until 7pm since the delivery team was already at my area.

I called in at 7pm and answered by the same Indian staff. This time, I was told that the delivery team had ended work and my parcel will not be delivered by today and I may have to wait till 31St Jan for my parcel, which I've mentioned multiple time that I need my parcel for CNY. And due to the wrong address, my parcel couldn't be delivered. (But he mentioned that the delivery team was near my area and if they have problem locating my address, they could have give me a call)

The service provided was seriously ridiculous and the attitude was so bad. I deserve better attitude than this. I called in three times and what I got was false information and me wasting my time waiting and delayed my dinner for nothing.

I want an explanation by 27th before 11am and I want my parcel delivered before 1pm tomorrow.

So I waited until 1pm and leave home then saw the delivery advice on the floor outside my unit with the time written 2.05pm which was way later than the given timing. Should I just wait at home for this stupid parcel which I could have gotten it yesterday?

Why make your problem my problem again and again and delay the delivery of my parcel? How about I wait until end of 2017 to collect it? The funniest thing is that I stay Choa Chu Kang and the nearest Signpost is the one at Choa Chu Kang then why expect me to go all the way to bukit panjang to collect it? Is there something wrong with the map on your side or what. I've called in more than 10 times and I still can't settle this problem. The call back from the indian manager was equally bad.

First the reason why I chose speed post was because I need it URGENTLY BUT NOW I JUST HAVE TO WAIT AND WAIT AND WAIT AGAIN AND AGAIN OR I NEED TO CALL IN AGAIN AND AGAIN.

I WANT MY PARCEL TO BE DELIVERED BY 1ST OF FEB AT THE RAFFLES BRANCH SINGPOST.

I can't type Tamil for this instructions but I hope you understand simple English.g

I really very disappointed to singpost delivery service . Item unable to redelivery and then i called up the customer service the person who answering the phone is very rude and sound like unwilling to help to solve the solution. As i will b away from home for one month. I ask for redelivery or self picking up in the post office. Otherwise my item will b post back to united state. And the person who on the line was pointing say is my fault because i was not around at home then my item have to post bk to US. And my item was unable to track in the wedsite system due to didnt update in the system. Super bad service ! And make me angry. This is stupid service !

I am utterly disappointed with singpost customer services. 2 of my parcels was lost that was sent by different companies. (mgp label & kailijumeisg respectively)

Mgp label sent out the parcel on 5th january and till date (24 jan), i have yet receive the parcel. i tried calling in the hotline 1605 twice to enquire, the officer was not helpful at all. i visited singpost tampines branch on 24 january to check for any detained or returned parcels from the postman but to invalid. it has been 2 weeks and all singpost has done in replying customer was a standard form of reply which show no sense of empathy at all.

Kailijumeisg sent out the parcel on 12 january and still, i did not receive the items. both parcels was lost and all i am wondering, could it be the same postman lost the parcels or keep delivering to the wrong apartment.

I also wrote in a feedback to singpost to seek for assistance and the replying customer service officer can even get my salutation incorrect. this really shows a lot on singpost's standard of training.

Utterly disappointed and speechless on singpost customer service & inefficiency of delivering the parcels.

I write to express extreme disappointment about the services provided by singpost. Singpost has lost my local parcel between 2jan 2017-5jan 2017 from my sender "intoxiquette"
My sender has an email providing details on 30 dec 2016 that this same parcel was sent on the 30dec 2016 that same day. It is a regular practice from my sender to send emails for orders being posted out so their customers can take note on the arrival of their goods.
Unfortunately this huge parcel containing my chinese new year dress worth $42.90 has gone missing now.
Also, i have rang singpost twice each call worth 20 minutes of my time with the same person Shuvham answering my call but extremely unhelpful towards my request. I rang on 16jan then received an sms for a missed call attempting to reach me followed by an sms saying " we tried to reach you and trying to investigate and monitor the situation" and i rang the second time 24 jan after more than a week now.

My question to singpost. Have you monitored the situation for over a week now and what is the outcome?

Having answered both my calls I was put on hold several times on and off sounding like he was giving off the script of the company policy reasons, taking down my details but only tried to call back once unsuccesfully reaching me at all. He even attempted the my manager is busy at the moment and put me on hold again when i told him i like yo speak with someone else for help. He kept repeating how this parcel is lost without possible recourse without any hint of actual help or sympathy, the usual when it does not have a tracking number. You mean to say it is a common practice these days for singpost to lose the local mail and parcels the size bigger than your head too? I always thought that singpost was reputable and reliable untill firstly you lost my parcel and how this person repeated like a broken record on how singpost cannot do anything about it because there was lack of a tracking number. Certainly there is a postman delivering to my area is there not?

And also about singpost being unable to find out who is the postman responsible for delivering this area. Really? Certainly, singpost is able to question and investigate with the postman on duty within my area between 2jan to 5 jan correct? After a week of waiting, did singpost decide to ignore whoever loses their parcels and cannot be bothered to call back while you sms everyone with a massive collective "we are investigating the situation" message? The parcel is also large enough to go missing since it is able to fit into my postbox as this it not the first time i have ordered from this dress provider who is the sender. Maybe the postman mistakenly place it in someone else's postbox? Has anyone even bothered to find out?

Seriously, your members of staff and postman especially since this is a service industry should have better equiped skills toward service quality when answering phonecalls and mass smsing solutions in situations like this than someone who sounds like he is reading off the script on a company policy.

I am extremely unhappy with singpost. My sender has at least been able to check and notify me constantly if there had been retrieval of this item up till now. But certainly not singpost. Despite me calling and waiting on line for repeated non solution replies.
Now, not only do i not have a chinese new year dress as the dress provider has sold out the sizes for that dress. I have also lost $42.90 i must say, this is an utterly disgrace for singpost for such poor conduct and intergrity.

Dear sir
My colleague went to yr (Ion) Orchard post office on 19/01 to receive funds sent by western union
She reached the Post office n took a queue no at 1.55pm under their dedicated queue counter 3 for western union.
At the time there was only 1 number ahead of her.
Having waited to close to 25mins and seeing that the queue wasn't being called or manned, she inquired fm the lady serving counter "4"why there wasn't any movement at counter "3" where upon she said she would help momentarily. After waiting for her to finish with her customer she continued to serve other customers at her counter n didn't even bother checking on the situation at counter 3.
It was only when I had seen her serve 2 more customers (some 10 mins later) that I went up to her and told her what was the meaning of having a so called "dedicated" counter when the number never changed.
She again told us she would be with us momentarily which only riled us further as after saying so she continued to serve other customers at her counter.
I then went up to her demanding to see a supervisor whereby she said she was the supervisor.
This was appalling for a supervisor to nonchalantly not do anything about the situation.
In fact the person who was ahead of us also protested as she had been there for more then 45mins too.
Finally after a few mins a customer service attendant came fm the back office to man counter "3"
When asked where she had been all this time, she replied her lunch break.
Anyways the customer before me was called n served after which it was our turn.
FYI the lady before us, Ms Lee Anne (queue no 4005) took her queue number at 13.40.
I have cc emailed her this complaint and forward you her email address so you could offer her an explanation too.
Her email [protected]@yahoo.com.sg
In all fairness, the customer service attendant was prompt in her service when she finally attended to us.

I just would like to put on record that the attitude of the supervisor was inappropriate n lacked any sense of urgency. If this is the manner in which supervisors are trained to engage with their customers, it is definitely lacking n fortunate for SingPost that they do not have any competition for they would definitely loose their customer to their competitors.

I append the name of the supervisor as well as the customer service who eventually served us.
1. Normah Ahmad
2. Sylvia Ooi
Pls also find my queue no 4006 showing that the time we collected the queue number ie 13.55pm as well as a short video confirming that as at
2.26pm the number had not been called.
We were finally served at 3.35pm.
The lady in "blue" wearing a head scarf below the clock is the supervisor in the video.

Package tracking no. Cj00001820470
Case no. Cas-1018398

1. The delivery guy assigned to deliver my (Incoming) overseas parcel did not attempt to deliver contrary to his report of "no response". I was in the office on 4/1/2017 from 8.30 a. M. To 6.00 p. M. Even through lunch-time. I did not get any visits from any courier including from speedpost. There was also no attempt to call my hand-phone which was provided. This is the second time I have experienced bad delivery service. The first one by a chinese delivery person from singpost he refused to climb to my 6th storey even though I told him I could give him the directions. If this is the same delivery person then I suggest speepost transfer him elsewhere or serioulsy counsel him lest the long term damage of speedpost versus other courier services would be fatal.

2. When I brought up my case to the customer service officer earlier on 11/1/2017 through the hotline 1605, an officer named ramesh handled my query. However instead of offering empathy with my situation he cockily said "sir, your parcel does not have full address only postal code". I told him it is unbelievable that a reputable company sent me a parcel without full address. He confidently responded that if not the parcel would have been delivered. This is a clear denial of what could possibly go wrong for speedpost services. Today when I collected my p [arcel after spending 2 hours of my time to collect at paya lebar centre and paying $5 for car park, I found that the parcel ahd my full address and telephone number.

3. I have also submitted my written complaint at the service centre.

6/1/2016 attempted delivery due to incomplete address.
They, singpost, must be super kind and considerable, sent back to the sender directly without contact me. My phone number shown at the package since this is not the first time bought from this supplier.
Called singpost, they said already sent out. Wow, I admire your super fast action, not in normal service, but the re-send service like this.

Shame on you, singpost.

I had posted out 3 parcels on 14.12.2016, 1 is send to locally by register mail and the other 2 send overseas (Australia and Philippines) via EMS. The one send to Australia had no problem and received before Christmas. Yet the locally and Philippines no update of the status. After Christmas kept calling and only yesterday managed to collect back the parcel which is to be send locally and now left the last parcel still no news. Been filling up feedback forms keep telling them and no response from them.