Aramex Global Shopper

On the 18th of October I purchased a OnePlus 6 smart phone from Amazon India and made use of my Aramex Global Shopper (AGS) Mumbai address. I was made aware that for high value items, Amazon India make use of a one time password (OTP) when the item is being delivered. So someone receiving the item would be needed to input the OTP. Amazon India also ship items separately so I also requested for them to be consolidated into one parcel due to South Africas new importing rules. I sent an e-mail requesting this as well as to recieve the OTP.

I attempted to contact AGS Johannesburg (JNB) (+ 27 (11) ********** ) and was put through to Olivia. I was told that I should not worry and 'wait and see if the package reflects on the app after two days'. So I waited. On the 23rd of October, I received an e-mail stating that consolidation of parcels cannot be done. On the 24th of October I recieved an e-mail stating that a once off pin cannot be sent to their offices. On the day the phone was out for delivery I received the OTP and attempted to get hold of someone in AGS Mumbai to no avail. Their number just rings constantly.

In the end my phone was deemed undeliverable and my order was canceled with Amazon India. I called AGS JNB again and was put through to a consultant. I explained the situation to her and was given this response "Ok, so what would you like us to do?" Seriously... and then she took down my number and to date I have not heard anything from AGS JNB.

How difficult would it have been to just send (e-mail / text) someone the OTP so that my parcel could've been delivered? The lack of willingness to help the situation I was in is so disappointing. All this could have been avoided. Now I have to go through the inconvenience of refunds etc. Needless to say, I will be taking my business somewhere else from now on regardless of my 'lifetime membership' with AGS.