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I am writing to express my deep dissatisfaction with the quality of service provided by Shopee Express, the courier service employed by Shopee for product deliveries. I have recently encountered several distressing incidents that have compelled me to bring this matter to your attention.
On multiple occasions, I have experienced significant difficulties with the delivery process, specifically regarding the inaccurate status updates and the discourteous behavior of Shopee Express riders. Despite the tracking system indicating that the delivery attempt was made, I was astonished to find the status marked as "receiver cannot be reached" without any actual contact or attempted delivery being made.
In addition, it is important to note that I have not received any calls from the rider as is typically expected in such situations. This lack of communication is not only unprofessional but also highly inconvenient for customers like myself who rely on accurate updates to facilitate the smooth delivery of their orders.
However, what truly exacerbated the situation was the distressing encounter I had when attempting to address the issue directly with the Shopee Express rider. The rider's conduct was exceptionally rude and offensive. Instead of exhibiting professional behavior and resolving the problem, the individual on the other end of the phone call resorted to yelling and using derogatory language. As someone who suffers from a traumatic stress disorder, this incident triggered a severe panic attack, further exacerbating my emotional distress.
It is disheartening that a reputable e-commerce platform like Shopee, which prides itself on customer satisfaction, would tolerate such unprofessionalism and mistreatment from its courier service. The lack of accountability and appropriate customer service exhibited in this situation is unacceptable.
I urge Shopee to take immediate action to rectify this matter and address the following concerns:
1. Ensure accurate and reliable delivery status updates, reflecting the actual attempts made by Shopee Express riders.
2. Implement strict guidelines and training programs for Shopee Express riders to maintain professionalism and courtesy towards customers.
3. Provide adequate support and resources to riders to handle customer inquiries and complaints effectively.
4. Establish a clear and accessible mechanism for customers to report incidents of misconduct or poor service by Shopee Express riders.
It is my sincere hope that Shopee takes this matter seriously and takes swift action to rectify the issues at hand. As a loyal Shopee customer, I believe in the potential of your platform to provide exceptional service, and I trust that you will address these concerns promptly.
I kindly request a formal response regarding the steps Shopee intends to take to resolve these issues and prevent similar incidents from recurring in the future. You may reach me at the contact information provided above.
Thank you for your attention to this matter. I look forward to a prompt resolution and your efforts in improving the overall customer experience with Shopee Express.