J&T Express Under Fire by Customers Who Haven’t Received Their Parcels

By
Hannah Koh
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Usually, when you shop online, you would expect the items to be delivered within a week give-or-take. But what happens when your latest purchase has been stuck at a local warehouse for weeks?

Delayed Parcel Delivery

That is the situation which many online shoppers are finding themselves in right now. More specifically, those who used J&T Express to deliver their online purchases.

Recently, customers flocked to the delivery company’s Facebook page to express their unhappiness with the company’s dissatisfactory service.

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Despite the most recent post being one made in September last year, customers flooded its comment section with complaints, most of them being “where is my parcel?”

While we can’t answer that question, we can show you the post which has received some newfound fame:

As of now, it has garnered close to 1,000 comments with more still coming in today.

Angry Customers

For some customers, their parcels have been sitting in J&T Express’ hub for days or even weeks. But what got on their nerves was the lack of updates from the delivery company on fixing the issues.

Image: Screengrab of Facebook (J&T Express Singapore)

In the comments, customers asked the company to explain the situation regarding their delayed parcels. Understandably, some were extremely upset.

Image: Screengrab of Facebook (J&T Express Singapore)

You can even hear the frustration in these.

Others remarked about the terrible service, asking the J&T Express to stop “causing us pain”.

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Yes, we totally understand the pain of not receiving your online purchase.

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Seller Had to Refund for Delivery Error

On the more severe side of things, the company’s negligence also had a negative impact on sellers who used their service.

In one situation, a seller even had to refund a customer “out of [their own] pocket” for a lost parcel which was due to J&T Express’ error.

In response to the customer, the company sent their standard reply:

Image: Screengrab of Facebook (J&T Express Singapore)

The customer replied saying the company’s standard reply was “insincere” and asked them to “look into [the situation]”.

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Despite the standard replies on its Facebook post asking customers to message the company their parcels’ tracking number, no action seemed to be taken afterwards as seen below:

Image: Screengrab of Facebook (J&T Express Singapore)

J&T Responds

Speaking to Mothership, a spokesperson for J&T Singapore said that “delays and other delivery issues remain a key challenge for all logistics players.”

The spokesperson attributed the challenges to global supply chain disruptions, in addition to a surge in parcel volumes during sale campaigns and festive seasons.

“Main factors could also include unexpected situations such as weather conditions, traffic, as well as the pandemic development,” the spokesperson added.

However, J&T is looking to mitigate these issues “to the best of [their] abilities” through stringent protocols and processes.

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“Going forward, we will continue to expand our logistics network and the team in Singapore to provide efficient, secure, and quality express services to our customers and to support the growing demand for domestic and international delivery not only in Singapore but also across the region,” J&T said.

Customers who are still experiencing issues are advised to contact J&T’s customer service team.

We’re not too sure whether that would help in light of the current situation, but for those beloved online purchases, you can always try.

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Featured Image: Screengrab of Facebook (J&T Express Singapore)

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Hannah Koh
Email: [email protected]