The story appears on

Page A5

September 13, 2010

GET this page in PDF

Free for subscribers

View shopping cart

Related News

Home » Metro » Society

Complaints soar about inferior service by delivery companies

THE number of complaints for poor delivery service has more than doubled in the city during the first eight months of this year, according to the Shanghai Commission of Consumers' Rights and Interests Protection.

The commission said 2,608 complaints have been received for poor delivery service in the first eight months, up 112 percent from the same period last year. About 40 percent of this year's complaints were about lost or broken items and another 11 percent were for poor service by couriers, the commission said, after analyzing complaints about six delivery companies.

The commission said the delivery firms had set up unfair business rules and sited the case of Qiu Tianyong, an immigration police officer.

Qiu recently paid YTO Express Logistics to deliver a box of peaches to his friend's house. His friend hadn't received the peaches after more than seven days even though it was an intracity delivery.

YTO said the peaches had been crushed and that they would pay compensation of 54 yuan (US$8), equal to three times the delivery fee, based on the company's rules. The peaches were worth about 100 yuan.

"The delivery system and the rules need to be improved," said Qiu, who still has not received compensation from YTO.

The commission wants to find ways to better protect customers.

Meanwhile, the commission is telling customers they have the right to refuse a package if a courier doesn't allow them to check it before signing for it.

The commission is also urging lawmakers to strengthen regulations to punish lousy delivery men.

The commission said couriers should be banned from pushing recipients to sign for a delivery before they open it up and check. The commission said "sign-before-checking" violates both a customer's right to know and the right of fair exchange.

However, customers are unlikely to do so as most had prepaid for purchase and delivery. Thus if they refuse to sign, they don't get anything, according to the commission.


Copyright © 1999- Shanghai Daily. All rights reserved.Preferably viewed with Internet Explorer 8 or newer browsers.

沪公网安备 31010602000204号

Email this to your friend