YTO Express Apologizes for Mismanagement Leading to Customer Complaint Incident

YTO Express, a major Chinese logistics provider, has issued an apology following an incident where a customer's request to cancel a delivery order was mistakenly recorded as a formal complaint. The company stated that the issue originated at one of its franchised service points in Hangzhou, Zhejiang province.

According to YTO Express's internal investigation, the affected franchise incorrectly conveyed information to a delivery driver, leading the driver to believe they would be fined. This misunderstanding resulted in the driver exhibiting aggressive behavior and using inappropriate language when communicating with the customer. The company expressed sincere apologies for the negative impact on the customer's physical and mental well-being.

The incident gained public attention after media reports detailed how a delivery driver approached a customer who had requested a cancellation, claiming they faced a penalty. Reports also suggested a pregnant customer was frightened and required medical attention. YTO Express has clarified that inquiries or consultation calls do not automatically result in complaints or penalties, refuting specific media claims.

In response, YTO Express has disciplined the delivery driver, who will undergo retraining before returning to duty and will be reassigned. The management of the affected franchise and relevant customer service personnel have also received warnings and have been instructed to implement corrective measures. The company has pledged to strengthen management and training across its network to prevent similar occurrences and protect both customer interests and employee rights.