Ninja Van S'pore apologises for recent delivery delays, cites 'unexpected surge' in parcel volume

Over the past week, customers have been taking to Ninja Van Google reviews and Facebook posts to vent their frustrations.

Most of it had to do with unfulfilled delivery orders or repeated delays.

Here are some of them:

Speaking to Mothership, two Ninja Van customers, with differing issues, expressed their frustration at the respective delays they faced.

One said their order was placed on May 1, and processed on May 4.

The parcel was then picked up on the same day, and reached sorting facilities on May 5.

While the package was scheduled to be delivered on May 8, the customer did not get any reply from the live agent till May 12, where the customer was told a delivery will be attempted in the next three to five days.

The other customer did not manage to get their parcel picked up.

While it was scheduled to be picked up on May 4, it was rescheduled a few times, and as of May 12, had not been picked up.

During the customer's live chat with customer support, they attributed the delays due to a large surge, as well as internal issues.

Ninja Van

In response to queries from Mothership, Ninja Van said it was aware that some of their customers had experienced delivery delays over the past week:

"This was largely due to an unexpected surge in parcel volumes, which temporarily strained our network capacity."

Ninja Van said it takes this seriously and have since "scaled up their operations" to work through the backlog and restore its "usual service levels":

"We sincerely apologise to affected customers for the inconvenience caused. Our teams are working hard to ensure all outstanding deliveries are fulfilled as quickly as possible, and we are committed to providing the reliable service our customers expect."

It also said it will continue to closely monitor the situation and are taking steps to strengthen its "network resilience" to better handle volume surges going forward.