sheng Y.
1/5
The sub-station has a small premises, leaving very limited space for queuing. Although two queues - "Parcel Search" and "Parcel Collection" - have been set up to theoretically improve efficiency, the actual experience is extremely poor. Every time I go to the sub-station to pick up a parcel, the queuing time far exceeds a reasonable range. The "Parcel Collection" queue alone often remains completely stationary for 30 minutes or even more than that.
What is even more frustrating is the service attitude of the staff. On one hand, their operations are unprofessional. I followed the procedure and completed the verification in the "Parcel Search" queue first. When I joined the "Parcel Collection" queue, a staff member suddenly came over to ask for my mobile phone, claiming that they had not seen the verification information clearly or had forgotten to check it earlier. They then took my phone to search for the parcel inside the station. During the entire process, the queue ahead of me did not move at all, and the person at the front of the queue remained the same, completely disrupting the queuing order.
On the other hand, the staff are sluggish at work and there is a mess in their work division. There are only two or three staff members at the sub-station, but almost all of them gather together to search for parcels. Even after finding the parcels, they delay transferring them to the "Parcel Collection" process, resulting in the found parcels not being delivered to customers in a timely manner.
In addition, there is an issue of incorrect delivery at this sub-station. I have repeatedly chosen other courier stations as the parcel collection points, but my parcels are still delivered here in the end. If the service could ensure efficiency, I might still accept this situation. However, the frequent long waiting times, chaotic operations, and sluggish work attitude have seriously affected the parcel collection experience, making every trip to pick up a parcel physically and mentally exhausting.
I sincerely request your company to attach great importance to the above-mentioned issues and rectify the problems at this sub-station as soon as possible. Firstly, standardize the staff's operating procedures and strengthen professional training to avoid situations such as repeated verification and disrupting the queuing order. Secondly, optimize the work division among staff and clarify the connection mechanism between the "Parcel Search" and "Parcel Collection" processes to ensure that found parcels are delivered promptly. Thirdly, investigate the issues with the delivery system to prevent parcels from being incorrectly delivered to non-selected stations.
I hope your company can handle this matter and provide feedback on the rectification results as soon as possible to effectively improve the customers' parcel collection experience.
