SINGAPORE - SingPost on Monday (Jan 14) apologised to customers for its recent service failures, which it said were due to a "tremendously busy" peak season in November and December that was "beyond forecasts and expectations".
Due to an increase in the volume of packages, SingPost's postmen had to make an extra 20 doorstep deliveries on average daily, as well as work beyond their usual hours, SingPost said in a Facebook post.
"We hired extra resources, recalled personnel and activated teams from the corporate office on Saturdays just to meet the demand as well, but our service quality still suffered as a result," said SingPost, as it sought to explain its "service deterioration".
Social media users have in recent weeks been vocal about what they claimed was poor delivery service by SingPost.
Facebook user Andy Lau, whose Dec 26 post went viral, said a delivery man left a note at his doorstep and ran off after knocking at his door for a few seconds.
Mr Lau added that he confronted the delivery man, who seemed unable to give an explanation for his actions.
His post also prompted other social media users to share similar experiences.
SingPost said in its post that, being part of the service industry, it is dependent on front-line staff to provide the best experiences for customers, though "inevitably, there will be employees who may not act in the best interests of the company".