Business owner frustrated her parcel not picked up for over a week, J&T Express looking into matter
She thought it was just a one-off, but it turned out to be a repeated issue.
Despite having made a booking with J&T Express, Stomper Arvelia's parcel was not picked up for over a week.
"The reason given was that the courier 'ran out of time', which raised questions about their capacity planning and internal systems," said the business owner.
"If the volume of bookings is beyond what their drivers can manage, I believe there should be safeguards in place to prevent such over-commitment.
"This isn't an isolated incident. I initially assumed it was a one-off, but it has happened multiple times.
"Additionally, I've found their customer service channels unresponsive, often giving template replies or none at all."
The Stomper explained that her intention for sharing this was not to seek compensation but to raise awareness.
"Many small business owners rely heavily on courier services to maintain customer trust," she said.
"Delays in pickups or deliveries can put their reputation and operations at risk. It's deeply frustrating for those who are simply trying to run a business or deliver something important."
In response to a Stomp query, a J&T Express spokesperson said the company takes customer feedback seriously and remains committed to providing reliable and efficient courier services.
"We are aware of the feedback concerning parcel pickups and are currently looking into the related matters," added the spokesperson.
"Service excellence is, and always has been, of utmost importance to us at J&T Express. We encourage affected customers to reach out through our official channels at cs.sg@jtexpress.sg or via direct message on Instagram so we can provide immediate support."
