With regard to Ms Loy Xue Qian's letter ("Parcel delivery service needs improvement"; Forum Online, Sept 2), we have been in touch with the customer, who is a member of the writer's family, and confirmed with him that he received his parcel on Aug 19.
We have also apologised to him for the inconvenience caused and explained to him that we take this matter very seriously.
We have updated him on our investigation and explained how the delivery staff had attempted delivery of the parcel.
However, the delivery staff should not have made the error of furnishing an incomplete article tracking number in the "Unsuccessful Delivery" slip. We have noted this error for reference when assessing his performance.
We should also have addressed the customer's query upon his first call to us to check on the delivery status of the parcel.
Although it was partly due to the wrong tracking number that was furnished to the customer, all queries must be replied to promptly.
We will be counselling the customer service staff who spoke with the customer.
We thank the customer for his feedback and understanding.
Lim Li Koon (Ms)