APPALING CUSTOMER SERVICE Aramax Rustenburg/South Africa APPALLING

Pathetic customer service, rude Rustenburg staff, incorrect update to SHEIN order tracking, refusal to speak to Supervisor, or provide contact nr to escalate issue. In short My SHEIN order was delivered to Aramex Rustenburg and loaded on their vehicle on the 12th of October, where after this vehicle was ******,

I was never informed of any loss of my goods while in Aramax delivery cycle, BUT my order was updated on the 20th of October to state that their was an abnormal delivery, translating to their was an attempt to deliver but this failed for various possible reasons,

I than called Aramax Rustenburg to track my order, only to get informed that their vehicle was ******, provided useless information like the case nr, and that they Aramax Rustenburg are waiting on SAPS for possible good recovery,

Well my next question would be, What has that got to do with me the customer? Why did they not inform me the customer on the 12th when this happened? What SA are they living in where our already overloaded SAPS is going to look for ****** goods to return to a company that insure their goods, and if any goods were indeed found, this is evidence, What does Aramax think? I the customer have to wait untill the evidence is released after what time? Court proceedings etc, if it ever gets to that and then they will pass it on to me? Get REAL Aramax you are in the delivery business in South Africa, You know our crime stats and should now for your Industry even by region and have processes in place to manage this type of incident as it will happen and you should be aware of that,

No What Aramax Rustenburg tell me is, us not their fault, bla, bla,bla This is not a fault determining exercise Aramex, this is real and happening daily in SA, a risk you are aware of and you provide a service as a business,

So, Aramax Rustenburg refuse for me to speak to a Supervisor although the agent requested me to hold a couple of times while she consults with her Supervisor only to inform me that their us a process that needs to be followed and that they woul get back to me in 24 hours. I have already now raised the question on how do I get refunded from Aramax for the duties paid? Aramax is very quick to advise I need to speak to SHEIN customer service for an order refund, irrespective that I numerous times reiterated thatbI am referring to a duties paid refund, I sincerely hope these calls are indeed recorded and somebody at Aramax will listen to this to as they say in their very cheerful greeting to improve the customer experience, Happy customer bla, bla, bla, I wonder who is going to refund me for the hours spent on the phone Cell to Landline?

Well not to your surprise or mine I was not contacted in 24hrs, I called back, connected to another agent and had to repeat the exact same no resolution, conversation, again to be refused access to a Supervisor or a HO escalation route, and another empty promise that I would be contacted in 24h

In the interim I might just add I reported this to SHEIN and received my order refund within 24h from SHEIN,

Round nr 3. Aramax Rustenburg does not get back to me after I allow 48 hours, and when I call, guess what, No speaking to either of the previous agents but now through directly to Aramax WA customer Support, So know I have to type everything I have verbalized into this Customer Service WA service,

Well am I surprised at what I get, NO same update as the phone calls, vehicle ******, SAPS case nr etc, all stuff I know by now and I have provided to this online customer service agent, to the Pont where I have to request can you please read my messages, you are informing on things I have already told you,

OK this is now also starting to irritate me know as I am once again spending hours of my time outlining this useless Aramex customer service and this is just the outline

So outcome of this is I get told to mail a Aramex invoicing address to request the refund, but this is where it gets interesting I must provide, the tracking nr, The SAPS case nr and GET this 3 mths bank statements aa part of my refund request, I give up?

So I mail the e-mail address, clearly highlighting my dismay as me as the customer having to request this and provide bank statemens, when I have a proof of payment email from Aramax, we'll I just included that in my refund request surprisingly I get a reply fairly quick a couple of hours later where this e mail I sent is forwarded to yet another division for resolution and it is noted Please note client copied in this e-mail,

So I'm kind off thinking ok wheel is finally turning, I give it 2 days, then I call the person who forwarded the mail, only to discover they are JHB international Aramax duties, they can't help me they not Accounts, they will put me back in the Network I must please ask for Accounts Department,

Now I'm about to have a heartache, No Accounts Department selection option, where do I end up Customer Service, for the umpteenth time, I very agitated at this point in time repeat same to yet another customer agents, seems better informed at this point also does not understand all the incorrect info I've been given to date, Well I profusely apologize to customer agent, She ensures me it will be routed correctly now, I request to geylt copied on reroute and their I go finally routed correctly after all she did mention having to deal with exact same previously?

Well I was not copied on the mail I have NO idea where my refund request is? My replacement order placed on SHEIN has arrived and Aramax want me to pay duties,

Full circle mail to same address that I logged my initial refund request, linking the 2 orders, what had happened with order 1, actual mail copied into this mail,

So my request is Aramax can you apply my refund to this order duties due, yes their is going to be a small credit? due to me? I'm prepared to write that off?

I'm not placing bets on this it will be backing a loosing horse,

Sorry Aramax your Customer Service SUCKS In actual fact you owe me for time and effort and cellphone expenses to solve your inability to attend to a daily issue for any service delivery business in South Africa