Parcel Missing After Delivery to UK VPost Warehouse
I shipped a parcel to the UK VPost warehouse from within UK. The merchant's shipper delivered the parcel at noon on 6 Dec 2022 and provided the name of the recipient and photo as documentary proof. Until now, 2 days later, the item is still not registered in the system. I lodged a complaint to VPost through their website (ticket ID CAS-6793380-X5V3Z9). They replied and asked me for the documentary proofs which I uploaded together with my complaint. It looks like they are just using a bot (and one that is rather unintelligent!) to handle my complaint. This is not the first time this happened. VPost should just close down the business if they have no real interest in providing the service.
Update on 9 Dec 2022: Until now, after another written complaint and phone call to VPost, but redirected to SingPost (CAS-6798815-B7G8H4), there is no response from VPost. Please be your own judge of this company. A total disgrace to Singapore!
Worst worst worst.
I have 9 packages.
4 delayed
5 stuck in China warehouse.
I was told my package have prohibited item. Instructed to provide proof of authenticity end up No reply.
Different customer service agent handle differently. But all keep ask internal team, who is the internal team. I begin to feel that vpost is a scam.
No one reply me and no one Give me a solution.
Can't imagine vpost is powered by singpost.
VP ID:SG-2525-602X
I need the whereabouts of this 4 packages, delayed very long time.
CL100751
CL100752
CL100295
CL100294
Vpost 回复2022-12-01
Hi @curio cave , please provide the case id or pm us your vp number. We will get our customer service to contact you.
I wanted to share my experience on vPost as a first time user. I will be honest that i trusted vPost as it's a Singaporean Company so i ordered my clothing items from 2 locations to their USA warehouse based in Portland. I second guessed myself whether vPost was the best service provider and stumbled upon all the negative reviews here - Cue the "Anxiety" that i just made a mistake and am going to end up like all the rest of the reviewers going through a bad experience and losing my stuff.
Surprisingly - it was a smooth experience. My products were delivered into the warehouse based on the retailers delivery notice and 2-4 business days later it was live on vPost. Though i did think it was strange that both my packages arrived on the same day but one took 2 days to appear, and the other 4 business days (6 counting the weekend) on the dashboard.
For one package which had winter clothing i ordered, they were 2 insulated snowboarding pants - the shipping to Singapore was 150$! Expensive, but for the other which was just gym clothes, it was only 35$ which was reasonable.
I also found it strange that once it's shipped, you can't track where the package is, which is standard for any delivery company these days. It just shares your tracking number (where i struggle to find where i can use it to track my package) and estimate delivery period.
I count myself lucky to have had a smooth experience but be warned about the high shipping prices for heavier items. While i had to pay a really high price for my first package to ship, on the offset it was only available in the US, so consider what you're willing to pay to have the items.
My mistake for trusting vPOST.
Similar experiences, possibly only with the UK Warehouse (I used vPOST' service for the US several times with no issues).
Parcel delivered by local courier on the 3rd of Nov. Website still unable to confirm that it has been received on the 15th of Nov.
Was told to wait 5 working days (fair enough) for it to be reflected. Checked and there was nothing.
Lodged a case online, was given a case ID: CAS-6743610-Z3K0K2 and told that I would get a reply 3-5 working days from when it was opened. It has been 3-5 working days without any replies.
Do not, I repeat do not use vPOST people. I was once a customer, but the UK service has tainted my experience beyond repair.
Vpost 回复2022-12-01
Hi Joel L , we apologize for the delay as we are experiencing a high volume of enquiry. We check from the record that the case has been solved
No customer service, ridiculous inflated shipping fees.
My Lululemon leggings weighed 230g. Vpost Australia charged me 1kg because it “measures the full size of the large plastic bag packaging” even though most of it is air and unused space. Vpost will not wrap the item tightly like Ezbuy with tape for a lower weight. (Please use Ezbuy if it’s available in the country you’re shipping in, like USA.)
Ordered two more pairs of leggings before I realised the fees were crazy, and I was charged 1.5kg. Same reasoning on measuring the big empty plastic bag.
Every time you call, Vpost sets up a new “case ID” and doesn’t revert, or messages you with a useless reply one week later. Same for filling up the contact form on the website. You will finish your 30 days of free storage before you get a reply, by which time you pay the crazy shipping fee and want to tear someone’s hair out. That’s how Vpost works.
All the customer service person on the phone can say is: “I can make a suggestion to the person in Australia on how to measure the package”, but it is a suggestion. So calling customer service is useless.
So ashamed of our country’s postal service SingPost ripping off and fleecing people with Vpost charges
Vpost 回复2022-11-10
Hi J Y 2
Thank you for your feedback, as per our website stated our shipping charges is base on volumetric weight.Kindly provide us your case id so that we can get our customer service to assist
Why I have to pay for another additional shipping payment
Why I have to pay another shipping and delivery cost $19 sgd... I have pay for redirect charges me $38 to suppose last 24 August 2022 since delayed my bloody item because dangerous item..my item is not damnnnn dangerous.. Why I have to pay another additional cost for shipping.. I have proof receipt of $38
Vpost 回复2022-10-18
Hi Indra Saifudin, Thank you for your feedback. You may wish to refer to our website for item that not able to be ship to https://vpost.com/sg/faq/important-vpost-shipping-guidelines/items-that-vpost-does-not-ship-from-usa/ . For redirection customer is needed to pay for the fee. However you have send the package to our another warehouse.
It takes them amazingly long to process the item at the warehouse in USA. The duration placed on the website is 2-5 working days, of which 5 working days were expected due to Covid-19.
But it's 2022 and somehow even after 2 years they are still utilising the same reason for slow processing times.
It took 3 days for FedEx to pick up the parcel in California and ship and deliver it to Portland, and VPost can't even pick up the parcel from their receiving end to their customer's box within 5 working days.
I ordered a few items from Coach Outlet USA and shipped it via vpost. When I finally received my parcel earlier today, one of the items is missing. Coach definitely shipped out all 5 items together, but I only received 4. What happened to the missing item? Moreover, this item is already out of stock when I checked Coach website. This is truly unacceptable. Please refund the missing item!
very bad experience, my parcel from UK was shipped out on 3 Aug and not yet received, contacted their customer service and got informed that shipping from UK takes 75 WORKING DAYS! HELLO, I paid for air shipping and you tell me I need to wait for 75 workings days? I might as well fly to UK and get it myself.
PACKAGE ID: FAU9796
VPOST ID:SG-2443-9198
Vpost 回复2022-09-12
Hi Yang Su, we apologize for the delay. we will get customer service to contact you to assist you further.
I cant believe i actually have to waste time writing here but i thought i would share because someone might benefit from my experience.
I waited for a week for my package to be reflected in my VPOST USA account which didnt happen. Emailed and called customer svc in SG n was told to wait, back and forth a month, felt like it was some tactic to stall time because no one seems to be checking. No one called me back like they said they would, no one followed up at all .
Called SG customer svc again n was told to attach in email e merchant confirmation and proof of delivery to which the whole month i wasnt asked for ??! like i was waiting for a month for nothing.
Reply from VPOST USA they did not locate this package and i shd b contacting merchant and Fedex.
I dont know what went wrong but someone was being dishonest in either stealing my package. VPOST didnt seem to investigate and i feel its not fair for us customers. Going forward i do not have confidence to use VPOST because i cannot be assured my things wont go missing or stolen .
FYI VPOST has adjusting e pricing n its now EXORBITANT pricing to ship to SG its crazy. They don't go by actual weight but by volumetric weight so if your items are packed in big boxes , well good luck to you its gonna cost a lot.
VPOST i really wished you did better.. Yes i lost a package that was very very important to me, but more importantly i LOST MY FAITH in using your services.
Vpost 回复2022-08-26
Hi Niki Lee,
Thank you for your feedback. Do note that we have input at our website that package is base on chargeable weight whichever is higher. Please provide us proof of delivery to show that the package is signed by at our warehouse and delivered.
If zero stars were possible, this is what the service deserves. I've lost not one, not two, but THREE different items on 2 separate occasions. Both were in relation to shipments made out of the UK warehouse. I've no clue what's going on there, but you would think they'd start looking into it the minute packages are reported missing. It could well be ground staff pilfering the loot, but none of their "investigations" have proven useful. They're insisting that an item shipped on 14 July 2022 is still "In Transit" (despite having received other packages paid for under the same invoice delivered weeks prior). Another 2 (out of 4) items shipped on 3 August 2022 have similarly failed to arrive along with the rest, so to have this problem occur REPEATEDLY is just unacceptable. They're marketing this as a "safe and secure" means of shopping globally and having items to your doorstep, but the truth is that this is anything but! Where have all my missing packages gone??
UPDATE - a refund (only on the shipping cost) of 2 of the 3 packages I've yet to receive was given, but what of the package that's been held up the longest (FAU8962)? I don't understand why it's not yet declared missing despite indications that it most likely is.
Vpost 回复2022-08-26
Hi HASS , Thank you for your feedback. We apologize for the delay. Currently we are checking with the warehouse on the earliest available for the package to be ship out. As a service recovery we have refund the shipping charges via store credit.
The price of their shipping is extremely misleading and almost fraud like. I ordered 2 shirts and 1 pair of jeans, both came in different packaging. Both packages should not weigh more than 1KG each, they weighed both packages at 2.5kg each and are wanting to charge 100SGD for delivery. Absolutely ridiculous, stay away from this company.
Vpost 回复2022-08-16
Hi Dominic Chan, As per freight industry practice, the chargeable weight of a package is calculated based on Volumetric or Actual weight, whichever is higher.
The volumetric weight of a package is a calculation that reveals the density of a package, and we use the below formula to derive the volumetric weight of a package
Volumetric weight = [ length(cm) x breadth(cm) x height(cm) ] / 5,000cm You can advise your merchant to ensure proper packaging or pack your purchase into a smallest possible box.
In addition, you can aggregate your shipping charges by paying multiple packages together. As such, you can enjoy the bundle discount ranging from 3-5%. https://vpost.com/sg/faq/payment/
VPOST packed someone else's item into my box and my item is now missing
Wished I had read all the negative reviews before using VPOST.
Had a parcel shipped from Japan, when I opened the box which had my name on it, I found that the item inside wasn't mine and belonged to another VPOST user. Hence the error is likely to have occurred as far back as in the warehouse in Japan.
Unable to get through the chatbot and have sent 2 emails since Sunday but no reply.
VPOST ID: SG-2068-7324
Vpost 回复2022-07-29
Hi Ss
Please allow some time for our customer service to get back to your enquiry. We are currently retrieving your package as the package has just arrive.
Very poor service. My boots were delivered on 15 July via FedEx and FedEx provided proof of delivery. Till now there’s been no notification of item being received by vpost.
Wrote email twice but no response. Waited on chat for 2 hours from 8pm but was cutoff after 2 hours despite being next in q at 10pm because live chat has closed.
My vpost id is SG00912896
case ID is
CAS-6521176-F7C0J0
Update- got an email from vpost 31/7 asking for the tracking information. Passed it to them and they managed to find the item on 5 August. Paid them on same day and the item is now in transit in Taoyuan from the US on 16 August- so it’s been a month since the item was delivered on 15 July and after a lot of chasing it was located and despatched.
Let’s see when it will actually be delivered.
Vpost 回复2022-08-16
Hi Lo Kit Leong
We apologize that we fell short on your expectations in some area. We check that that your package already been assigned .
Very, very disappointing. No resolution for lost mail.
Very, very disappointing. Had an item shipped from the UK back in April. Was informed in mid May (1 full month) that item was declared lost and I was to submit a claims form. Submitted the claim form on the day I received the email and fast forward 2 months later (today), there has yet to be a resolution. Within the 2 months, they have sent me 5 emails requesting for an additional 3 days to review the case before going completely radio silent on 28th June 2022. Following which, I have sent 3-4 follow up emails and have even gone to their live chat to check the status but to no avail. My refund is as good as gone now I suppose. Please never never use them again.
EDIT: Case ID is Re: [CAS-6456941-X0P5Z6] Re: CAS-6359330-B2G7S0- CRM:04531828
Vpost 回复2022-07-25
Hi Chieh Loong
We apologize that we fell short on your expectations in some area . Kindly do provide us your case id so we can assist to check
VPost is unable to deliver a parcel for me because it turned out that it was restricted items. That's fine. So I am arranging for Fedex to deliver it for me instead. But their customer service hasn't replied to me for WEEKS on end. And the parcel is listed as 1.5kg even though it's only a small box with a small bottle inside!! This is unreasonable.
Vpost 回复2022-07-19
Hi Derek Monin , please assist to provide your case id so that we can check and investigate.
AVOID UNLESS YOU WANT THIEVES TAKE YOUR HARD EARN MONEY
I used vpost several time - reasonable cost but slow in delivery and responses from their customer service team.
After May 2022 - they base on volumetric weight instead of actual weight.
Charged 80 AUD for actual weight 500grams.
Pleaded with their customer service team to help repackaged for a whole week. They refused to repack and offered redirection $38 AUD or return to sender $7.50 AUD plus cost to return to sender.
I received the parcel today, this could have definitely been repackaged to a smaller volumetric. Please note this is a women’s dress. Absolutely can be folded and flatten to reduce the dimension!
THEY OPENED MY PARCEL and didn’t bother trying to make the dimensions smaller. Horrible lazy people with no compassion and empathy.
AVOID AT ALL COST. Unless you want to stress and pay extremely high unreasonable cost.
I would say thieves and extortion at this point.
Vpost 回复2022-07-19
Hi Sharon, Thank you for your feedback. Please check we have few criteria when the package is unable to be repack.https://vpost.com/sg/faq/ . We need to open your package in order to check if repack could be done
Terrible service - using the service first time after 4-5 years. Item arrived at US warehouse on 27th June. Till today, theres no information on the item on Vpost website. Tried to contact Vpost using both LiveChat and Calling - No response on either of 2 channels. Absolutely terrible
Vpost 回复2022-07-01
Hi Anand Joshi, Thank you for your feedback . We have get our customer service to reach out to you base on the name in our system.
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