Aramex Global Shopper

Right! Not my style to name and shame but here I am.

I have been left with no choice, so I am hoping this will reach someone with in the Aramex group who might have an invested interest or at least care about their customers.

My journey thus far for shipment number: ********** 906

My order was first captured with AGS on the 06/18/2018, I am writing this on the 07/18/2018, one month later.

I first received my notification via email, that my customs duties and shipment charges were ready to be paid, as per normal. So I go into my account to make payment but some how the figures do not makes sense. I am fully aware of the duties on importing apparel into SA, but still the numbers do not add up. So I make the first phone call, after holding on the line and being passed from one call operater to the next I put the phone down 25 minutes in.

I come back the next day and try the same route, and I have the same experience. However this time I get an answer. I asked the question: why is the total of my duties more than the cost of my goods? The awnser: "R4000 is the standard amount added onto imported apparel into SA".

I didn't really believe this, but who am I to argue with someone whose business it is to inform their customers. So now I go back to the invoice and try work the R4000 into the total, but this does not add up or make any sense.

I get back on the phone, another 20 minutes of being passed around and waiting, I get hold of another operater, I explain my story again, this time I get told another story that SARS use their own exchange rate and not the spot rate. For my shipment they used £1 = R23, which at the time was actually £1 = R17.5, so I ask how is this possible or legal, I am told that SARS do this and we have no control over their decision making. It is what is and I have no say in the matter.

Now I am furious, because I know this is utter bull. But I do not give up and I get hold of a shipping agent friend, he confirms that this is utter ******* and is in fact *******.

So back on the phone I go, I get hold of the same person I spoke to previously and explain that I do not accept this. The operater the changes the tune and tells me that this is not a SARS problem but a problem with their system and that the system was built by an external company and that it has a glitch, therefore the incorrect exhange rate was calculated by the sytem and they can not over ride it.

So this all leaves me with a very bad tast in my mouth, and leaves me asking the question of how many people has this happened to, surely I can't be the only one, if the syetem has a glitch. And if I had paid, would they have come back to me with a refund?

So here I am still waiting 2 weeks on from this last addmition of the problem with 'the system'. I was told that a VOC was being issued on my shipment, which I was happy to hear. However I have had not one person call or email giving me feed back. I have called numerous times, left numerous messages and still I wait!