We have provided the information given by you and your neighbour to the police. The matter is currently under police investigation.

With regards to your claims with Forever21, do let us know if you require our assistance.

Peggy Chong (Ms)
Customer Relations Manager

Hello Sabina,

Sorry to hear about your encounters with bad customer service at SingPost branches. Despite the initiatives for good service standards, I am sure there are some bad apples out there that has not quite lived up to expectations.

As I used to run a mailorder service, I had multiple visits to SingPost over the course of a week and I had a different experience over at the branches I visited: namely the Kitchener and the Towner. Maybe I was a regular hence the familiarity and the consistent good service. Having said that, it is inexcusable that good service is prioritised based on patronship; it should be an all-around, all-customers initiative.

I am sorry to hear about your episode with Vpost. I have seen various mentions on the failure of the Vpost service, more recently on Twitter during the Chinese New Year period. On the other hand, I would like to applaud you on being proactive with the purchasing process. Sometimes, us consumers tend to take it for granted that, since we’ve paid for services and goods, we should be getting them dry and sundry. But it is not always the case. A little monitoring certainly helps and in this case resulted in you receiving your parcel. I can imagine someone else ignoring the monitoring and only realising their lost parcel until too late.

Thanks for the message and the phone call made to us. I do apologise for not replying earlier.

It was nice meeting you and Kelvin in our home and we were thoroughly appreciative on the resolutions you had provided to our issue.

As SingPost had initiated the claims process through USA Post, who in turn had activated Forever 21, we have been told by Forever 21 to wait for the claims process to be concluded (although it has been 3 weeks since the claim was initiated). Forever21 had mentioned they will not cancel the process on their end.

Is there any update on the SingPost staff member that was scheduled to make delivery to us? I hope your internal teams have been able to conclude its investigation on this matter.

Thanks again for the message and we look forward to hearing from you again.

Regards,
Isman

Thanks for sharing your experince with us and in detail as well.

Although I have never experienced what you went through, I have experienced bad customer service a few times from Singpost staff, when I am at the post office (both at the Clementi and Jalan Bukit Merah Branch) to either ship something or send a draft overseas maybe it is because of my race or something, I am Pakistani although Singaporean (born and raised here).

On 19 Jan, I ordered and paid for an over-sized item from a US merchant. I notified vPost customer service promptly. My item was promptly transported to vPost’s address in Oregon, US on 28 Jan, SG time.

On 28 Jan, I IMMEDIATELY paid the shipping fee upon receiving notification. I received a payment confirmation via email immediately. 4 days later, on 1 Feb, vPost called me for verification, I asked if things are ok and if my item had shipped, the vPost representative said yes.

Between then and 4 feb, I monitored my item constantly and called and email vPost to check that things are going fine and most importantly that my item had shipped. Vpost assured me.

On 4 feb, feeling uneasy, I called vPost, Oregon, US to verify. No, it’s still there in Oregon, US!

I was very disappointed that vPost did not ship my item as they said. I promptly paid and even informed vPost beforehand of my incoming item. vPost had mis-led me.

If I had not called Oregon, US, what would happen to my item? Would it still be sitting there, subject to god-knows-what while vPost hotline continues to mis-lead me telling it’s on it’s way here to SG?

My constant monitoring of my item is due to numerous bad feedback and complaints on vPost on the Internet.

On Feb 9, I finally self-collected(I insist as I don’t trust them) my item. Much of it was on my pro-active-ness and constant pushing. My item could easily be stuck somewhere in transit. I never felt assured, constant worrying and doubting vpost replies.

Ong K H

Thank you for taking the time to meet up with us and the opportunity to clarify the matter.

We apologise for the service lapse and the inconvenience caused to you and your wife, Ms Elisa. As agreed, we will wait for your sender’s reply regarding the compensation. If you would like the claim to be handled in Singapore, we would be glad to assist you. With the additional information you have provided, our Postal Security Department will be investigating further into the matter.

As mentioned during our meeting, the police report forwarded to you was lodged online, and hence does not have a signature. SingPost takes a serious view of lost packages and will not condone any dishonest or negligent practices by any of our staff. Strict disciplinary action will be taken against the staff, including referring the matter to the police.

In the meantime, if we can be of any further assistance, please do not hesitate to contact me or Mr Kelvin Phua.

Thank you.

Peggy Chong (Ms)
Customer Relations Manager