Singapore Post (SingPost)
Reviews and Complaints

Packages were not delivered yet no of the staff is doing anything about it. Seller shipped out item on 30 august 2022. There is also another item in march 2022 that till now I have not receive.

Case number: CAS-6609738-D0L8M8- CRM:[protected]

Delivery attempt failed, apparently twice.

Received notification on 10/9/22 that attempted redelivery on 9/9/22 was unsuccessful…

What redelivery attempt? I didn’t even receive any notifications or calls for the FIRST attempt at delivery?

Best part was that the tracking number written on the notification card was wrong? Singpost hotline never connects through. Customer service live chat can only tell me that a final redelivery will be attempted but cannot advise on when, or what the next steps in the procedure will be if the redelivery attempt has been missed.

I don’t understand how this can be classified as an “attempt” when I received NO phone call, SMS or email. Further, my apartment uses an intercom system that requires buzzing up in order to access front gate AND guest elevator… so how could delivery attempt have failed if no one ever buzzed?!

Failed delivery seems to be an issue that is only relevant / encountered by SingPost. Even Shoppee free delivery person will call if they are unable to deliver any packages to follow up. Singpost delivery can’t even be bothered to fill in the relevant information on their notification card.

My family in Melbourne Australia has sent a express parcel to me in Singapore.

The parcel has left Australia and landed in Singapore on the 7th September. It's been two full days in Changi Airport but the Singpost website cannot even find the tracking number.

Went to collect my passport from the Seng Kang outlet yesterday and the lady sitting at counter 5 around 7-8pm. I collected my queue number and proceeded to wait for 30 minutes, only for the red hair lady to tell me I collected a number for " other services" and instead should have collected the number for "ICA". She could have easily allowed the other counter staff responsible for :passport collection to take me in (though I collected the number for something else by mistake) but no she send me back to collect the "ica: queue number and I spent another 30 minutes waiting again.

When I confronted her about it, she said"mam the queue is so long, everybody is waiting" in an aggressive tone. Totally undermining my 30mins wait.

She was a red hair lady, with a short bob hair cut. Super defensive, curt and rude. As a customer I had to stop her from further scolding me.

Super disappointed with the customer service rendered by her.

This review is made from someone who has done customer service before btw. She basically made all the mistakes that we were taught not to do when serving customers. No doubt it was busy hour but, customer service shouldn't be compromised. She's so inflexible. Really disappointed.

I'm not sure if she got back at me yesterday by not settling my passport stuff decently and properly.

Her name was a 3 syllabus Chinese name, an aunty in her 50-60s.

Hi Customer Service Officer,

We are writing to SingPost to report on an incident of a torn mail being received by our stakeholder recently.

Our letter was sent out in a sealed (Peel & Seal) envelope, via the normal mailing route sent by SingPost. However, we received feedback from our stakeholder that the letter they received from us was in a badly torn condition. Please refer to the attached image for your reference.

Could you please assist to investigate and to provide us with an explanation, on this matter?

We look forward to hearing from you soonest possible.

Thank you.

Yours sincerely

Chow Lai Sim

DID 6592 6108 or Mobile 9001 7621

Email: laisim.[protected]@tokiomarine-life.sg | Website: www.tokiomarine.com

We have applied for a new sg passport and have collected it on the 19/8/2022 at about 3.30pm at your bukit merah branch.

During the process of new passport collection, the used, old but still valid passport which is almost out of pages was being invalided by your staff by punching a few holes on it.

Your staff did not returned us our used invalided passport even though we have asked it by telling us to go of. we thought that this the new sop by the post office and so we just left.

We heard from some of our relatives that we are supposedto collect our old passport back though due to the sensitivity of the personal data that it contain.

We went back to your bukit merah branch on the 22/8/2022, spoken to one of your staff by the name of joan, and she told us that the staff serving us on the 19/8/2022 is of duty.

Joan managed to call your staff involved, and we managed to speak to her using joan's hp.

Your staff, in a very harsh and rude manner and tone, told us of that its our fault that we did not remember to collect our old passport back on the 19/8/2022.

Your most helpful staff joan, did help us to check your inhouse cctv later on the same day, 22/8/2022 at about 2pm, and called us to confirm that it is your staff who has served us on the 19/8/2022, whom in fact did not returned us our used passport.

We went back to your bukit merah branch office these few days and we are not sure of the whereabout of our used invalided and old passport now.

Your branch office staff are also not sure of the whereabout of our passport too.

This is totally unacceptable. we demand that singpost higher management can looked into this dilemma of us and update us immediately.

THANKS

KC TAY

[protected]

EB030643763FR (speed post) - Package arrives on sgp 1 August 2022, item damages and put in the rack. No one initially inform me that the package was damaged. I contacted customer service via the chat line 9 times only to be told either everything was ok or we will check and get back to you. The chat service was useless, I spent hours holding on and getting nowhere. On more than one occasion the staff (Philippines) dropped the line deliberately when they could not answer the question, or I asked to speak with a manager. Others just blatantly lied to me, no honesty amongst thieves’ hay!

I finally discover 6 days later (Sat) that the package was damaged, and they wanted confirmation of my details and permission to package and send it out which I gave. I also asked for a picture which I did receive from the service lady in sgp. I was under the impression that I would have my package by Monday, nop nothing, I received two calls on Monday 8 confirming that things are ok and I would have it Wednesday now due to PH on the 9th.

On Wednesday nothing so again three phone calls all to the overseas centre. One deliberate dropped the line and the other person again lied to me and said it was out for delivery and I should receive it by 8 pm. The third time I call I managed to persuade the operator to get me a manager, so she spoke to the manager who asked if she could call me back, I reluctantly agreed. However, she did call me back at 9:40ish and until 10 Pm we were going back and forth, annoying, plus the line was so bad I had to keep repeating or asking for clarification. I was told a manager would call me back before 11 am today (11th) but as normal nothing.

I spoke to the customer service (sgp 11:10 till 11:40) who has said she will get a senior manager to contact me within two hrs. And that she would follow up. I have also informed her that I will contact the CAD as the company representatives blatantly lied to me to cover up the issue. It should be established that this is a common practice by the signpost to have it or ignore the fact that their staff lie or mislead consumers. I have also told customer service that I will contact the CEO, basically, they really do not give a dam who or what is said. I am now on this big time, with poor service, poor attitude, and poor PR and what looks like very poor management. Singpost is only interested in those customers who make money for them (the big guys), the little guy has no power so no worry Lah….

Let’s see!

Tracking shows that item delivered on 21 July. Did not receive it.

Called customer service and staff said that she will send an email to verify contents and details. But i never received any!

The customer chat function does not work. Waited 45 minutes to get connected to some agent only to have the chat shut down immediately.

I went to the singpost center physically at Downtown east to check. Stadd said someone will contact me. It has been 2 days. NOTHING is happening.

Your customer service is seriously hopeless. Change the whole department.

This is not the first time the postman had wrongly delivered a letter or letters went missing. But a parcel with eligible handwriting should not go wrong. I checked my address 3 times just to make sure that I state the right address which I did. You do know that your carelessness could cause a great misfortune to others? And being the nation’s post at that is such a disgrace to the country.

My parcel arrived on the 1st Aug and delivered on 3rd Aug but to whom? Delivered to my doorstep but I do not see the postman at my doorstep so where did my parcel went to?

I’m not sure if I could even trust your officers to reply me within 3 working days when I look at how inefficient the team is.

Does any Singaporean know how to reach Speedpost? Is the hotline [protected] still active? I have been put on hold for close to 30mins and no one ever pick up the call. Tried calling Singpost, they doesn't want to entertain and asked the so called consultant to get back to me. Already two different consultants called and raised two different tickets with regards to my missing priority parcel. Parcel reached SIN on 16 Jul. Bad system.

Tracking number: EN181001871JP

#singpost

#speedpost

#complaint.singapore

I had waited for an hour via their live chat just to get into the chat asking for help with my speed post parcel. Their agent seemed impatient and couldn’t wait for less than thirty seconds for me to start typing my concern and sent multiple message before I sent mines. Speedposts are supposed to be fast unfortunately mines have been stuck on the same status for a week now. Their agent is slow in replies and worst yet, their chat prompts you a message to make sure you’re still on with them when you’re actually spending more time waiting for their super slow agent to get back to you. You’re basically supposed to glue your eyes to the screen because when you missed the “are you still with us?” Pop up, you’re gone. The chat auto closes and you’ll have to burn another hour re-queuing for their agent to get to you again. It’s ridiculous when you have to wait for their slow service yet you have to constantly tell the site that “you’re still with them”. You can’t do anything else but to waste time staring at the screen in hopes of them replying you soon. The pop up lasts less than 10seconds and once you miss it. That’s it. If I had a choice I wouldn’t even let them deliver my parcel. It’s not the first time my parcels have been delayed by them. It’s utterly disgusting! The speed of the delivery, their staff getting back to you or even helping you with your query. TERRIBLE! If your items weren’t shipped from known companies they’ll usually be passed to the local posts and that’s when all the delays happens. Don’t even get me started on their call center, it’s literally impossible to get through.

Singpost,

A quick recap beforehand, this problem started in April 2022 and I posted a complaint here a month later in May, Finally, on 6 June 2022, a Customer Relations Assistant Manager agreed to provide the refund I had been seeking to the amount of SGD$428.

Admittedly, through no perceivable fault of Singpost, the refund did not go through when it was purportedly processed on 17 June 2022. Singpost made their necessary verifications and on 29 June 2022, a Customer Relations Manager, Mr. Abdul. confirmed that the refund did not go through. A new refund would be reissued and the process would take up to another 4 working weeks,

I emailed last week asking for progress on the refund and, as expected of Singpost's MO, I have received no reply. Hence the need to make another post here.

I do not deny that the failed first refund was not SingPost's fault but I believe I have shown enough patience the last three months and, especially, the past four weeks when I quietly waited for Mr. Abdul to notify that the refund had been made. This matter has been ongoing since 19 April 2022 so PLEASE, I want this done with. Don't turn this into another game of cat-and-mouse that would drag out another three months!

My parcel arrived in Singapore on the 4th July 2022,

I have not receive any notification for any taxes or info to take the next action.

5 days later, I email Australia and they told me to check with local post and track no.ET193357400AU. Upon checking then I knew the parcel was in 5 days ago.

Chat with Singpost and knew that I have to pay GST of S$49.80.

My purchase was A$297.00 = S$283.00, Please enlighten me how is the S$49.80 come about.

Further chat with Singpost 3 days ago that I am willing to pay provided no overcharged, and was told to wait. Today received notification repeated 3 times, same message that I have to pay S$49.80 , Pay by 2022-07-18.

No explanation of the amount and only want me to pay blindly.

I need a clear picture of who make up that amount.

Kindly help to explain.

Thank you

Lee Choon Huat

We tried to get in touch to customer service on Tuesday via [protected], 1605 and the live chat online, all to no avail. Staff that picked up on Tuesday(19/07) informed us that the may be a shortage pf postage and while checking got disconnected and never bothered to call back even though she had taken down my name and contact detail in the event the line got disconnected. We attempted to get through numerous times again throughout the day and no response other than being put on hold for hours.

On Wednesday(20/07), we got in touch with an operator via SingPost main line at 6841 2000, explained the entire situation again and requested for an update of the delivery. We were told a staff from the relevant department would call us back and we did indeed get a call back from a staff named Rachel. She called to ask us details such as was the parcel weighed upon collection and was the item picked up or dropped off and the only other information she could provide us was that there was a shortage of postage. As she was not able to provide us with further information on the delivery we requested for a return of the courier be done as soon as possible so we could arrange alternate delivery. She agreed to have it arranged and to call us back regarding this matter. No calls were returned from her till end of the day. Again from our end we attempted to reach to to customer service via the same above mentioned channels and nothing new other than being put on hold.

As we had no response we made a trip down to SingPost Tanglin in the hope of getting some assistance to this issue. The staff there by the name of Yani tracked our item based on the tracking info and informed us that the item was in transit en-route to USA. This information did not tally with what we were informed by your customer service side over the phone.

On Thursday(21/07), we call in again and somehow fortunately manage to get in touch with a staff by the name of Vicky. Again we explain the entire situation and after she checks on her end she also tells us that there is a shortage of postage again and that the relevant team is processing and will get in touch with us within 3 working days. This was the same information given to us 2 days ago and clearly no progression made on the courier. She tell us that there has been an error at speedpost's end as the personnel that picked up the item didn’t weight it accurately and update us of it causing the delay. She also says that the courier is in transit and will reach USA by Monday(25/07) but is not able to provide any tracking information. When asked what happened to our request from a day ago to return the parcel back to us she says she sees it in the system but the parcel is with a relevant 3rd party department and she is not able to divulge further information beyond that. The line gets cut at this point and she does not bother calling back even though our contact was provided and we clearly requested her to call us back in the event it gets disconnected.

There has been a clear lapse of service from Speedpost’s end. From pick up to present date no progress has been made on our courier. Poor and/or lack of service from pick personnel to staff behind telephones at customer service department. Staff also poorly trained or unequipped with relevant knowledge to provide proper customer service.

I have chatted in live chat n phone lines and staffs (Benjie etc) have promised to get back to me within one day or so. 5days past and Singpost was going to send my onhold parcel back to sender on 20july 2022. Singpost demanded GST tax and transaction fee totally $40+ for a returned item from sender. My parcel is not under the category of Imported goods as it is a return goods. Why is my parcel being imposed GST + transaction fee (to be paid to 3rd party to deliver parcel)?

I have made number of attempt to Singpost n each time the operator promised to get back within one day or two but they never do.

Please call me to resolve this immediately.

Case Number: CAS-6481364-T3K0Q7

27 June 22) On the app, package was in Singapore. Checked GST, calculated wrongly.

4 July 22) Through SingPost live chat, told them about the problem and Rizalyn on the chat told me she will get back to me in 3 working days. She did not. What she did was create an email thread between me and SingPost so I am at least thankful for that.

6 And 8 July) I emailed back to the email thread wanting a reply, telling them I need the parcel urgently. No replies on both dates.

8 July) Talked to Ericka, which I waited for 2 hours by the way, through the live chat. Again, she promised she would give me an update in 3 days. By now, you know what’s going to happen - there’s no update.

12 July 22) I emailed them again, and till date there’s still no reply. I call Rina on the hotline, and she assured me that the issue would be looked into as soon as possible. I believe SingPost’s interpretation of as soon as possible means as late as possible because voila, you guessed it, there’s still no reply till date! (15th July 2022)

In summary, I am a fairly patient person in nature. I understand the difficulties of being on the service line. However, this episode has got to be the worst customer service experience I’ve encountered my entire life. So tell me, after posting this, am I also going to be told that I need to wait for 3 working days or an empty promise to resolve my issue ASAP? Your delay have caused me anguish and a stump on my professional progression. I needed the goods urgently for professional reasons. To say I’m disappointed is a very cordial way to put it. I hope this resolves my issue.

I applied for the Mail Retention service and wrote to SingPost by letters to request for early termination of the service so I could retrieve the letters, as in writing is the only way to request for early termination. I received a phone call bu a SingPost staff on 6 July and was informed that my letters will be able to be collected on 12 July in General Post Office.

I went GPO on 12 July at around 1930hrs, and was told that there were no letters available to be collected.

I have an overseas parcel to be delivered to my place. Upon the second failed attempt on 22 Jun, you left a delivery notification card (yes, I did not received the first card) and i immediately contacted SingPost through the live chat, requesting to self collection at any post office. Your officer or rep told me to wait until the 3rd delivery notification to request for self collection. Fast forward, i did not receive any delivery notification and no one replied to my email although a ticket was raised. Now when I check on 10 July, my parcel is being returned to overseas? I cannot believe this is happening and I have no way to contact to any SingPost officer for this. Really disappointed.

I was supposed to receive my package delivery on the 6th of July 2022, 1523hrs, Wednesday.

Tracking: LB302955613SG indicated in the system was “Item delivered to mailbox” but physical was absent. I believe your delivery SingPost guy misplaced the package to the wrong unit number in the letterbox. U don’t expect me to ask all my block neighbours about my package right?

My SpeedPost Priority International Incoming Parcel was delivered on the 6th July 2022 7:31pm, but I didn’t receive it.

I have call SpeedPost and raised a case, replied the email and filled up the form, but no reply at all.

Chat with the live chat on the 7th July 2022, and was told the case is under investigation.

Chat on the live chat today 8th July 2022 and my case has been closed.

I didn’t even get an email reply or call and my case has been closed and parcel is still missing or in the wrong hands.

My GST bill was well delivered to me, but not my parcel.

Why?

I paid for your SpeedPost Priority International to make sure I received my item with no worries. And now my limited art item is missing and yet you closed my case. And I have to call SingPost to reopen or again.

Why!?