On July 28, Chinese men’s basketball player Guo Ailun complained on social networks that the medical equipment he mailed for treatment through ZTO Express was delayed due to a staff error in filling in the wrong address. He was unable to be contacted afterwards, and there was no follow-up treatment. On July 30, @中通express' official Weibo issued a post to apologize to @Guo Ailun:
As soon as the incident occurred on July 28, we immediately launched an internal verification mechanism. After investigation, it was found that Mr. Guo Ailun's express mail should be sent from Shenzhen to Shenyang, but due to the wrong delivery by the sending outlet, the express was sent to Xi'an by mistake; before that, during the communication and negotiation process between Mr. Guo Ailun and the customer service of the outlet, the customer service of the sending outlet handled the after-sales service. There are often inappropriate behaviors such as being indifferent, hanging up the phone, and deliberately not answering the phone. In response to the above mistakes, we expedited the shipment and sent it back to Shenyang. The shipment was delivered on the evening of July 29. At the same time, with the consent of Mr. Guo Ailun, we came to apologize and obtained Mr. Guo Ailun's understanding. Once again, I would like to express my sincere apologies to Mr. Guo Ailun and all netizens.
