Singapore Post (SingPost)
Reviews and Complaints

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

11/1/21 while I was not at home, my parcel from Japan was delivered.
Delivery women requested tax payment via paylah.
I worry of scam and requested to be collected at post office at West Mall.
Which Delivery women was agreed and advised to collect at post office after 3 working days.

On 16/1/2021, while I collect my parcel at post office, I was told to check with speedpost as it was not delivered to post office.
I made multiple phone calls and chats with speedpost about parcel delivery. Chat personnel promised to call me back within 3 working days on 16/1/21.
However, no one called me within 3 working days.

I enquired again with chat today, 1150 am of 20/1/2021 and chat personnel advised me to collect at post office by 23 Jan 2021, otherwise, they will send back the parcel to sender.
She ignored my question about promise made to call back within 3 working days.
My case no is CAS-4885533-X7S3J2.

Please be advise if it is acceptable for speedpost to not follow through any of the responsibilities
1) promise from delivery women
2) promise from chat personnel

Who pay money to let the postman put the parcel to your POPstation without acceptable reason?
Postman Name: ZhenPing
Mobile 9271 8850
Article number: EA463367446CN
Our customer has paid for door-to-door delivery service, but the parcel was directly put in your POPstation without acceptable reason.
Your postman
 didn't come to my office, even
 didn't check with our security guard of the office,
 without any notice, and
 directly put the parcel to IMM POPstation
 no information for collection, such as locker number, password etc.
 check with him this morning but no response until now
We receive the parcel delivered by UPS/DHL/SF Express without any issue, only your company postman said he couldn't get into my office. I don't know who can accept this kind of service.

On 16 Dec @ 1149hrs, i wrote an email to Singpost to informrd them that my parcel address is wrongly given and also with the image of the parcel provided for them. I fully understand that this is just a normal mail postage and i won't be able to trace it. Hoping by providing the image and email to them i can retrieve my parcel.

On 17th Dec @ 1744hrs, Radhika Mishra replied my email and informed me on the investigation is going on. 21st Dec @ 1027hrs, Kavi from customer service department called me and informed me that they found my parcel. However, i am unable to retrieve my parcel because this is an normal mail. She told me that i have to pay $21+ for the retrieval fees (which i don't see any clause on the T&C from Singpost). I asked her is there any other way to retrieve beside me paying the $21+, she repeatedly told me no as an answer. Finding ways on my own, i asked Kavi there is sender undelivered address stated on the parcel too will they send it back to sender due to my unit number is given wrongly. She replied yes, however they claimed the address is unclear for them to mail it back to sender.

Eventually, i abide to pay for the fees and had it redirect it to raffles place Singpost for retrieval as my office is just there and easy for me to collect it.
On 1st Jan 2021 @1412hr i received an email from Lokendra Shah that my Item can't redirect to Raffles Post Office and i can only pay and collect at Gerneral Singpost office.

My gosh! Firstly, i have to pay this ridiculous price of $21+ for retrieval fees which i cannot find it in their T&C. Secondly, i abide to pay and collect at my convenient singpost office. I don't want understand why Singpost just want to make things difficult for me that i can ONLY COLLECT from General post office which is so inconvenient for me and i have to pay for the transport there.

On 2nd Jan 2021 @ 1740hrs, Kavi called me with annoyed tone repeated what they have emailed me that they cannot redirect it. I kept slient listening to her unhelpful and annoying tone till i could not take it, i flared up. I have never asked for waiver of that $21+ even though is ridiculous price, i merely ask for redirect to the singpost centre i requested for collection. She is super rude and arrogant she only toned down when i scolded her. I asked her for full name, manager name she tell me for security purposes she cannot reveal it. What nonsense is that? I hang up the call because i know it's useless talking to this kind of customer service officer.

My parcel is a dress that cost me $20. Singpost want me to pay $21+ for retrieval and make me go down all the way to General Singpost for collection with the transport i need to pay could be another $30+. In total, this dress could cost me $60+. Please tell me is it fair to me as a consumer? I am in a service line... this kind of service is really unacceptable. No sympathy or help offer to a consumer at all. What kind of service is this? They really can close down their customer service department seriously.

This is my 4th dissatisfied case with Singpost and today i shall not keep quiet anymore. Please let me know what can i do and also i have decided to forgo my parcel but i want Singpost to seriously wake up.

I have attached a chain of email as well as the parcel for your perusal.

From 15/12/20 the parcel had sent out... Paid the amount of postage as $6... Your staff sent to my place but nobody at home... I'm sorry for this issue.. So I called the next two days... A lady said the parcel would be sent by the coming sat... But I waited and waited... No parcel... With human instinct i'm angry and frustrated.. Wasting the whole day's time... I called again... This time I managed to get your staff's name … as amber or umber.. She sounded nice, courteous and ensured me the parcel would be sent out either on friday (time:5.00pm to 6.30pm) or sat (10.30 am to 2.30pm) and requested me to wait for the parcel… i'm so innocent to believe her words of promises... Same as the last time I waited the whole day on sat... No parcel... With anger I called up signpost tel:1800 2225777... A gentleman of singpost mr hazriq attended to my angry call... I related the past few days problems to him... With his professional approach... Kept apologied to me and gave valuable advice what to do next.. So I redirect to my relative's address... I would like to give a 100% thumb up for mr hazriq… singpost should have more staffs like mr hazriq… he is surly an good employee example for other staff to follow... I'm a merdeka generation... As a senior... Still have to work to survive... As such time is very important to me inorder to earn to pay bills as singapore is a beautiful city with cost and standard of living is very expensive... Hope the singpost in future can hold up what it can provide the good services.. Thank you...

Checked my tracking number CB431091705DE on the morning of 15th DEC and saw the message "Item undeliverable, please contact Customer Service at 1605" - this message was timestamped at 14 DEC 0618hrs, more than 24hrs has passed, and singpost did not even bother to inform me. it was only when i checked the tracking myself that i saw the message and called in. Additionally, the tracking report showed that it arrived on the 12th DEC. I have the screenshot attached.

Cust svc then told me that the package was damaged, and had to repack which will take 3 working days! told them i needed the items urgently, and instructed to just send it in. TWO days later, i received a singpost carton box. Inside, the original carton box was torn and in pieces! It was totally unrecognizable as a box! My items was all over, all kept together by a large plastic bag in the singpost box. It was thoroughly soaked, smelly, and was squashed, the carton box, literally disintegrated when touched.

I had 13 items inside, and all of them are wet, smelly, and the packaging, manuals, fell apart at touch! it was obvious that the whole package was left in the rain or have at least spent a long time in wet conditions for it to be in such a sorry state. I had a mix of items, the soft goods(bags) were thankfully not torn, but stank even after i have washed them, which i had to, as the paper and packaging from the other contents had became pulp and stuck to the bags. The electronics, some of them could not be powered up, and those that could, i dread to think that they have been contaminated internally and it will be a matter of time before it will stop working.

This is the third of my packages that has been damaged! i did not make a fuss the first two as the items inside were not damaged, and that i may have just been unlucky, but i am getting a 100% damage rate here! I can understand that the post office is overwhelmed, but shouldn't there be a minimum level of quality in the process?

I request a refund.

The above tracking show that the parcel delivery on 16/12/2020. However, the buyer complain never the parcel.

Please check and revert to me ASAP.

Went to Singapore post office, Bukit Panjang branch on 8th December afternoon, and had a very unpleasant experience.

1. Lady staff at the entrance taking temperature allowed a customer to cut queue without explaining why. That customer wanted to mail out several parcels all to different addresses. In fact, noticed that this customer did not take temperature when entering the premise, and was seen walking in and out with a peer several times - not abiding to Covid-prevention measures.

2. Wanted to mail a pair of shoes out. Staff at counter told me to take a large envelope from the side & I proceeded to take the envelope and showed the staff the envelope with my item inside to confirm it could be used. Staff then shared item declaration form and ask me to fill that up. However after filling the form and after writing address on the envelope, the same staff said the wrong envelope was used & that the item was too big. Actually need to use another mailing method - so ridiculous, because i made an effort to confirm with him before, and even showed him the envelope with the item inside.

3. Asked how much the other shipping method would cost, and counter staff said $6 SGD - which I agreed. Had to fill in another set of form, and upon making payment, counter staff said it actually cost $8.90 SGD taking into account the envelope - again, misleading when i had already asked how much it would cost. Want to point out that the envelope was not used, and the mistake was caused by the staff who shared wrong information. I still had to pay for it & he did bother explaining / apologising when he gave the wrong information.

4. Customer standing behind was not patient, and standing less than 1m apart. Other staff did not say anything, and was chatting away to another staff who was inside / back office.

Clearly, the staff / entire team @ this post branch is not professional, trained or efficient. Will not come back & extremely disappointed by the additional payment i had to make.

CY285703135DE

Sent from Germany via DHL and local delivery through Singpost. Arrived in SG 13.11! Since then not even an entry scan. Two other packages got sent out to SG 9.11 and arrived 3 days ago. After a delay of 20 days to do the entry scan. SIngpost Customer service is totally useless as well.

What a disaster! Anybody avoid singpost these days!

My family tried to deliver to me a parcel using SingPost to Turkey 3 months ago. Unbeknownst to us at that time, international delivery has been suspended due to the pandemic. There was no warning given at the post office when they were mailing it. That is understandable, but instead of returning the parcel to the sender (there was a return address on the parcel), they do not take any responsible action regarding parcels as such.

I tried contacting Singpost multiple times to get any kind of update, such as where are all these parcels stored (are they still in Singapore in a post office or warehouse somewhere?), what are they doing with all these unsent parcels due to the suspension of their international post, as it has been months, yet they do not care to give an appropriate answer. The chat agent even left while I was enquiring halfway. I have never encountered such irresponsible and nonchalant customer service where the staff just ends the conversation when you're still typing and asking a question!

Receiving packages delivered by SingPost is the absolute worst experience ever, for anyone who don't have people waiting at home. No heads up on delivery time frames, incomplete delivery notices without tracking numbers, and re-delivery lead times of 3-5 days is absolutely ridiculous. SingPost delivery, delivers on the worst customer experience ever.

I sent two parcels to China through Speedpost in late March. After two months, the recipient still didn't receive the parcels. I called SingPost in May/June to track the parcels. After requesting me to provide all kinds of information, and after many days, they told me that the parcels were held at China custom and requested me to contact China custom to release the parcels. This process is quite weird but my friend in China contacted the custom anyway. Of course custom told us that they are not dealing with individual customers. I returned this information to SingPost. They insisted the only solution is for us to contact China Custom. We were faced with deadlock. Then after some days, we finally tried our luck to contact China Post. Fortunately, after many rounds of calls, we were able to track the parcels through China Post. But then we were told that the parcels were on the way to be returned since the value of the items was missing. Wow, when I contacted SingPost first time, and when I was asked to provide all kinds of information, that information included value of the items. During the whole process, neither receiver nor sender received any notification. We even actively made our best attempt to reach out to various parties to sort things out, but our attempt didn't stop them from returning the parcels. And I need to pay for the returning of the parcels! SingPost did a horrible delivery job in the first place. Their customer service has no sense of responsibility at all. When I contacted them to track the parcels they told me wrong way to solve the issues. We figured it out ourselves to track the parcels in destiny country but it was too late. Anyone who dare use SingPost service needs to have a strong heart

I have sent one item to India through Singpost. Recipient has been contacted by DHL to deposit 40515 Indian Rupees without providing any custom duty fee details. Singpost is saying they are not responsible if item is held by custom without providing any evidences and custom duty fee details. It is very unfair to me. I haveasked to bring my item back to Singapore. On my request, initially Singpost provided two form to fill which I filled and sent to them. Later I received email that my item can not be bring back to Singapore without providing any valid reason. And again mentioned to deposit 40515 indian rupees without providing any custom duty fee details. I can not deposit money like this without getting any details.
I have insured my item with Singapost before sending it to India. Singpost can not say they are not responsible for anything without providing any evidences and not eligible to claim insured amount.

At this stage, I am not able to differentiate if the whole thing is legitimate or some kind of scam as we have been asked to pay lump sum amount without providing any details.

Either Singpost provide the custom duty tax Fee details if my item is held by custom or return item to Singapore. Singpost can not say that they are not responsible if the item is held by custom without providing any evidence.

If Singpost failed to provide any details then they has to return my insured amount which is 835 SGD.It is my hard earn money and sent item was wedding gift for my sister.

Please help to solve this ASAP as it is more than a month now.

I received a notification letter stating collection at POP [protected]@shell Tampines. After I reached and unable to verify my article number, I called Hotline. Then they informed me that the parcel have relocated at Tampines Junction.

Why the changes was not informed until I get my locker number? This is really unacceptable

Susan Teong
[protected]

The customer service from Singapore post tell the parcel for the above tracking have been delivery to buyer even though the tracking shown it is return to sender.

Since this sale via Shopee.com.sg. The money refunded to buyer automatically when the Shopee system integrated with speed post shown that it is return to sender.

Now as seller, I have lost my cover without money received, Singpost please compensate me for my loss since your tracking faulty.

Nelson

Dear Sir/Mdm,

My complain on Speedpost BAD delivery service. It's really really bad.

Tracking ID : EQ893014620SG

On 13th Aug, speedpost attempted to delivery something I bought from shopee to my address as stated at 11 02am for the 1st round. Someone (2 senior citizens were home) was home the whole time as it was still covid season.

On the tracking, it states on 11am : Courier delivery in progress.
2 mins later at 1102am, it states : Unsuccessful delivery

From 11am to 1102am, within 2 mins time, from delivery in progress to unsuccessful delivery. Who could do that within 2 mins? Deliveryman don't knock on doors anymore even when someone's home? Or deliveryman couldn't wait for more than 2 mins for someone to come to the door? Since my front door were never closed during most part of the day when my parents were home.

2nd delivery were made on 19th August 2020 at 949am according to the tracking system by speedpost. As usual, someone were at home at that point of time but no one in the family received anything or saw a postman/deliveryman came by. The tracking system on speedpost states "Delivered".

My question now. Who received it? Someone's home, no deliveryman was seen at my doorstep. No one in the premises received anything nor found anything at the door step. So who received the item? Proof of receiving's signature also belongs to nobody in the family nor any of my next door neighbor.

No phone calls, no sms on 19th August 2020. However I received an sms on 20th August asking me to rate the service of the delivery on 19th August. (I just need to rated it 1/10.) Which prompted me to go to shopee to ask for a refund since I did not receive the intended item marked "Shipment delivered".

Attached 2 photos of for your reference.

I suspect the delivery guy from speedpost has send my parcel to the wrong address, like he/she did in my past order before. (SG208466963921F)

Nowaday whenever I see singpost's sms on my phone telling me that they will be delivering my order that day. I need to be prepare for the worst case scenario that it may never turn up. I sincerely hope that Singpost/Speed post delivery person can be more responsible in delivering parcel that they are delivering.

Last but not least, I also learned online I am not the only facing this kind of issue. Hope Singpost/Speedpost can help resolve this issue the soonest possible.

Thank you.

Regards,
Melvin Tan

Left Singapore using DHL. Parcel tracking number LW487934353DE.

I am asking if this parcel was returned by Canada Post to Singapore Post.
Package is not found but supposedly entered CBSA or Customs in Mississauga. I am reading if there is any problem the package is returned to origin of country which was shipped by or through Singapore Post. The original sender is in Nagpur India.

During this period, SPH newspapers are deposited into our HDB mailboxes. On certain days when we do not manage to empty the letterbox, and there's a sizable parcel for us, the postman will remove our newspapers and it will go missing. Other days the postman will squeeze a big parcel, even two, into the miserable letterbox and we will have a hard time unlocking it as the inner ledge is jammed. Couldn't your postman bring the sizable parcel to the units on such occasions? The lift is just beside the letterboxes and it's not an everyday affair to receive sizable parcels.
I wrote to SingPost contact us but never get any reply. amazing.

Below is the conversation between Singpost online customer service and myself (i hide the name of the customer service, it's not his fault):
...
Customer Service: Thank you for the tracking number.
Customer Service: Please be informed that this delivery is arranged by Parcel Santa team and the item is delivered to Parcel Santa locker from 30 July 2020.
Me: why singpost did not deliver to home?
Customer Service: this is the service opted by sender, in any discrepancies you may liaise with them and to know how to collect this item please contact Parcel Santa team on
Website: www.parcelsanta.com
24/7 Hotline: 6584 8884
24/7 Email Support: [protected]@parcelsanta.com
Me: i am the sender and i did not opt for this service for sure
Customer Service: Please allow me to check that for you.
Customer Service: Parcel Santa is a 3RD party delivery service that is not owned and managed by SingPost. Parcel Santa Courier team only delivers your parcel in Parcel Santa if the service is available in your area and if you opted for the service.
Me: i posted the item in singapore post office and sent by speed post. why it ended up with 3rd party?
Me: and why they collect charge for the locker service?
Me: in the 1st place, i did not even choose this service.
Customer Service: This service is free and available to all residents, but if you wish to decline the service, you may click ‘Decline Service' icon at Parcel Santa Kiosk in your area, or alternatively, you may contact Parcel Santa 24/7 Customer Service at 6584 8884 or you may send an email to [protected]@parcelsanta.com for assistance.
Me: i think talking to you is not going to help. thank you.
Customer Service:I really apologise that I am not at all helpful to you.
You have disconnected.

How ridiculous can it be? On top of that, receiver needs to pay for the locker for extended collection time!