Lalamove user alleges delivery driver shouted at him when questioned, damaged his package on purpose
Was it done out of spite?
A Lalamove user alleged that a delivery driver called him "guai lan" (meaning "diiffucult to please" in Hokkien) and damaged his package on purpose
The company told Stomp it is investigating the incident.
Stomper D, who runs an e-commerce business, said he had been a long-time Lalamove user.
On July 5, he booked a delivery to a customer at about 5.30pm. The parcel was placed outside his door for collection.
"From my knowledge, Lalamove drivers are required to deliver the parcel within an hour, give or take. Sometimes, there's a slight delay due to peak hour, which I completely understand," said the Stomper.
But at 7pm, the customer informed him that the parcel had not been received.
"Usually, when a driver collects a parcel, they would immediately upload a photo proof which I can see and mark as collected. It wasn't for this case. So I assume that the driver hadn't collected it," recounted the Stomper.
"Since it has already been an hour, I assumed that the driver have forgotten about this order - as some drivers like to stack order - and I proceeded to cancel."
After cancelling, the Stomper went to retrieve the parcel, but it was not outside his door, meaning that it had been collected.
"I immediately contacted Lalamove Live Support and they helped me to reinstate the order," said the Stomper.
"However, I tried calling the driver several times but to no avail as GPS shows him idling at a different location for almost an hour with no signs of delivering my parcel."
When the driver finally called back, the Stomper asked him why he was so late.
"He simply replied, 'You cannot wait?'" said the Stomper.
"Then when I questioned him what time he collected my parcel and why he didn't update immediately as required by Lalamove, he started shouting on the phone, telling me not to be 'guai lan'.
"What the heck?"
The Stomper told the driver that he would report the matter to Lalamove.
"Almost three hour later, he finally uploaded a photo proof of the delivery, which shows my parcel looking twisted and damaged," said the Stomper.
"He probably did it out of anger because I threatened to complain."
When the Stomper questioned him, the driver said that the parcel was in that condition when he collected it.
"This is obviously a lie because I have been using the same bubble envelope for many years," said the Stomper, who shared a photo of how he typically left his parcels outside his gate for Lalamove to collect.
"I am extremely disappointed with the malicious behaviour of the driver."
When the Stomper attempted to contact Lalamove, he was directed to a link to a claim form.
In response to a Stomp query, Lalamove said it was aware of the incident where goods were reported to have been damaged during a delivery.
"We are investigating the incident and will handle it according to our standard operating procedures," said the company.
"Our customers use Lalamove as they place confidence in our driver-partners to handle their goods with care.
"Any occurrences where the high standards that we demand from our driver-partners are not met, be it through unforeseen circumstances or negligence, will be thoroughly investigated by our customer services team."
