Formal Complaint Regarding Unprofessional Delivery and Customer Service
Hi, I am extremely disappointed with the quality of service provided by both your delivery team and customer support, particularly Ninja Avee and Ninja Hafiz. I had two parcels, both shipped through Ninja Van on the same day on 8 July 2026. One parcel was delivered to my home without any issue, while the other was marked as "Delivery is unsuccessful - Our Ninja was at location, but could not reach the recipient", I find this reason completely unacceptable. Nowadays, your delivery personnel usually leave parcels safely at the recipient's doorstep without requiring the recipient to be present, making a phone call, or obtaining a signature. This has been the standard practice for my previous deliveries. Therefore, I believe the delivery rider simply did not make a genuine delivery attempt and used an unreasonable excuse instead. What made the experience even more frustrating was the poor handling by your customer service representatives, Ninja Avee and Ninja Hafiz. I clearly provided them with my correct tracking number, yet they searched for an entirely different shipment that had nothing to do with my case. This not only wasted my time but also prevented them from providing immediate assistance or informing me whether self-collection was an available option. In addition, before I had even finished asking my questions, both representatives repeatedly asked, "Is there anything else I can help you with?" even though my original issue had not been fully addressed. It felt as though they were more interested in ending the conversation than actually resolving my problem. This is not the level of customer service I expect from a professional logistics company. Another major issue was their response time. Their replies were extremely slow, making the entire conversation unnecessarily frustrating and time-consuming. Instead of receiving prompt assistance, I was left waiting for long periods without any meaningful updates. I strongly urge Ninja Van to provide better training to your customer service team to ensure they verify customers' information accurately, respond promptly, and fully address customers' concerns before attempting to end a conversation. The overall service I received from both the delivery process and customer support was highly unprofessional and far below the standard I expected. I hope this complaint will be taken seriously and that appropriate action will be taken to improve your service quality and prevent other customers from experiencing the same level of poor service.