With all of us confined to our homes during MCO, many have turned to online shopping platforms such as Shoppee, Lazada and Zalora, to name a few. it is no doubt that we might easily get bored with little to no social interaction. Hence, many of us resort to either scrolling through social media or online shopping applications — resulting in a constant comparison of prices of the same products from different vendors and the quest to find the cheapest pricing! Despite the heavy usage of online shopping platforms, it is indeed the role of courier services to deliver the goods on time with no damage. Over the past months, courier services have been getting flak for issues such as poor customer service and the damages done towards the products delivered.
Just recently, a digital creator, Lisa, faced a similar issue with popular courier service, Citylink! Based on her TikTok video, apparently, she has sent two acrylic paintings worth, RM300 each to her customer. However, she received the shock of her life when the customer received vitamins instead of the paintings. Upon further inspection, it could be seen that the Airway Bill (AWB) was torn out and pasted to the box containing the vitamins. She was completely clueless of the paintings’ whereabouts.
The two paintings took about 2 months to be completed. Lisa then called customer service to resolve the issue. But things took an awry turn from then onwards. The customer service agent upon inquiring about the paintings rudely said, “Miss, if you don’t want to talk to me politely, I don’t want to help you, okay. Thank you. Bye.” He hang up on her.
Lisa, who was really frustrated, decided to call again. The call was reverted to the same person, and she asked him, “Were you the one who hung up on me just now?”
Repeating his rudeness, he lied to her claiming that he wasn’t the same person and hung up on her again! She called customer service for the third time and was revered to another person. This time, the agent accused her of lying and told her that the courier service can’t tear of the AWB. Adding on, he said that Lisa must have sent the wrong parcel instead. This was an absurd claim to make as the AWB clearly stated that the parcel weighed 7kg in total and the vitamin box probably would have weighed around a few hundred grams.
In her video, Lisa had also asked for the public’s help in finding her paintings. A few days later, she uploaded another video, stating that she has finally found her paintings after much trouble! After lodging a police report, she went to the warehouse and had a look at Citylink’s CCTV footage to find out the real culprits.
The box containing the paintings, were torn and the AWB was nowhere to be found. Thankfully, the paintings are safe and unscathed. Albeit getting back her parcel, Lisa still demands two things from the courier service — justification from them in regards to pasting the AWB to another parcel and terrible customer service!
Citylink is definitely not the only courier delivery service gaining flak from users. Previously, J&T gained the public’s disapproval when a video of its workers throwing parcels went viral on social media. Nevertheless, it is indeed crucial for users to call out these companies for their low customer service quality. It’s high time they take accountability for their actions.