Since November, residents in communities all across Haikou’s Xiuying District have found their purchased items, sent through Zhongtong Express, delayed despite having arriving in Haikou. Many residents have expressed frustration and concern online over potential product deterioration due to the extended delay.
Following a deluge of complaints to the 12345 hotline, it was revealed that parcels are accumulating at Zhongtong Express’s Hainan warehouse in Shiziling Industrial Park.
The warehouse, previously labelled “Zhongtong Haikou Haisheng Branch,” contains a significant backlog of parcels, including perishable items and calls to the provided number go unanswered.
When investigators visited the warehouse location they found remnants of the Zhongtong Haikou Haisheng Branch logo on ladders and other objects including signage.
However, a staff member they talked to explained that they had moved into the location a month ago and were now using the space as an electronics warehouse.
After complaints were filed by customers, the response from Zhongtong’s customer service indicated uncertainty about when normal operations would resume. Other nearby Zhongtong branches have also cited operational difficulties.
Approximately 7,000 to 8,000 parcels remained backlogged in the warehouse, prompting the local postal administration to intervene. The administration met with Zhongtong Express’s Hainan regional headquarters, urging them to enhance emergency measures, increase personnel, adjust delivery capacity, and improve communication with the national headquarters.
Zhongtong Express attributed the delays to a dispute leading to the departure of the Haisheng Branch’s previous manager as well as delivery drivers, resulting in reduced efficiency and slower processing of a large volume of parcels during the Singles’ Day sales period. The company assured that new staff had been recruited, and operations were gradually returning to normal, aiming to clear the backlog by December 5th, (the author of this post can attest that this has not happened, I am still waiting for parcels for more than 3 weeks).
In response, the local postal administration pledged to intensify industry supervision, investigate complaints, and strictly enforce regulations against any violations in the express delivery market. They also expressed readiness to handle claims for losses resulting from delayed or damaged parcels.
Related article: Busted: How 3 Photos are Used to Nail Red Light Runners in Haikou
