I’m writing in response to Shopaholic Anonymous’ letter on ‘Call to make customs clearance processes more uniform’, published in the Bulletin on June 19.
I agree with the writer in that there are a lot of online shoppers out there, especially in this new normal, where social distancing is prized for keeping the community safe.
My issue doesn’t so much lie with the customs as with the post office. The agency seems to lack consistency with regards to the notification procedure. In the past year alone, I’ve had notifications sent via snail mail or through WhatsApp. There’s no discernible pattern as to which method is the channel du jour.
Then, there are instances when BruTrack shows that a parcel is ready for pick up but there’s no mail or text. Perhaps it is a simple oversight. But who attends to you will determine if you can collect the parcel without too much trouble. “Did you get a text message for this?” the employee may ask. Of course, not all employees at the post office are difficult; some would go beyond their job scopes to serve you.
Recently, I received a notification to pick up a parcel, which turned out to have been with them for over six months. Throughout the time, I wondered if I had been duped by the online store, going back and forth with customer service to make sure the payment went through. How was it possible that it could sit in the post office for that long without anyone noticing the thick layer of dust that had settled on top of the box?
I hope the authorities could look into the matter and streamline the procedure to improve the customer service aspect of the postal operations.