Submitted by Stomper Nefla
This story was submitted via Web contribution form.
This story was submitted via Web contribution form.
She thought the wok she ordered from Shopee would not be delivered that day and so she turned in for the night.
To Stomper Nefla‘s surprise, she received a notification from her phone’s Shopee app after midnight that her order had been delivered.
At this hour?
She told Stomp: “J&T delivered the package at 12.13am and left it in the open without informing me.”
J&T Express is the delivery company that partners with Shopee and other e-commerce sites.
On her app, it said that her order was shipped out on Monday (Aug 1) at 5.53pm. The Stomper said she waited until 11.30pm on Tuesday.
“I thought my item would not be delivered since it was so late. While I was in bed, I got a Shopee notification showing that my package was delivered. There was no SMS or WhatsApp message from the delivery guy. I checked the video. He just left the package, took a photo and left.”
In the video that Nefla shared with Stomp, a man holding a phone and a large package can be seen approaching the gate. He scanned the barcode on the package and left it on a rack outside the door. He then stepped back to take a photo with his phone and walked away.
In response to a Stomp query, J&T Express said: “We were made aware of the delivery incident which involves our third-party contractor. As of Aug 4 noon, the affected customer has been contacted, and the issue has been resolved together with Shopee.
“J&T Express’ mission is to be customer-oriented and efficiency based, and we are fully committed to providing the best delivery experience possible to our customers. We have set in place protocols and guidelines to ensure J&T Express’ delivery standards, and this applies to our contractors as well.
“At the same time, we will continuously review and monitor the performance of our third-party contractors, ensuring that parcels are delivered in a secure and timely manner. We will also work closely with our third-party contractors through education and re-education to ensure that delivery standards remain quality, with protocols and guidelines strictly adhered to.”
When contacted by Stomp on Friday (Aug 5), Nefla said: “Yup, the delivery guy has called to apologise and the J&T customer service officer called too yesterday.
“I told the customer service to forgive the delivery guy. I said to let the delivery people put themselves in the customers’ perspective as we wouldn’t want our packages to be placed in the open and a small SMS to notify us of the late delivery would be greatly appreciated.”
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