Promise of express service undelivered

My company needed to send some documents urgently to our client's office, so we rang up Speedpost at 2.49 pm on Nov 4 to book its Speedpost Express service.

The cut-off time was 4pm for an item to be collected and delivered within two hours from the time of booking confirmation.

At around 5.40pm that day, we were getting a bit worried, as no one had come to pick up our item, although we were given a booking confirmation number earlier.

We called Speedpost again and were shocked to learn that there was no such booking number in its system. When we asked the staff to check again, they said there was indeed such a booking number, but it had been settled a month ago.

We decided to get another booking confirmation and we were given a new confirmation number at 6.15pm on the same day.

We were told that our item would be collected and delivered by 1pm the next day.

On Nov 5, we called Speedpost at around 10.15am and the customer service staff confirmed that our item would be picked up between 12.30pm and 1pm.

But when we returned from lunch, we were shocked that the item had not been picked up.

We called Speedpost again and were promised that our item would be collected before 4pm and delivered by 6pm.

Anxious about the service, we called Speedpost at 3pm and at 4pm.

It was during the 4pm call that a Speedpost staff member informed us that she was not certain that the item could be collected and delivered that day, but that she was sure it could be collected and delivered the next day, Nov 6.

By then, we were completely frustrated and called off Speedpost's service at 4.50pm.

We had requested and were promised express service - which has a service delivery promise of two hours - on Nov 4, but this was still not fulfilled more than 24 hours later.

Thomas Soh