Aramex Global Shopper DOES NOT DELIVER , Highly Inefficient Service

My experience of Aramex Global Shopper was initially a very good one. I was so pleased to have discovered this service, and used it for shipping craft supplies since August 2018. I've received 8 shipments so far, and was really happy with the service, and I considered the process efficient. I also initially received excellent service from Olivia-Kourtney Ndlovu.

However, things have taken a turn for the worse with my most recent shipment ( ********** 580 ). It arrived in NY on the 1 December 2018. More than 1 month later and I have still not received the package!!!!! First they lost it, stating that the Dubai office had not loaded the information- why Dubai, since it was a USA purchase and it was delivered to the New York facility. It then took them 2 weeks to load the shipment charges, 1 week after the package had arrived at OR Thambo, which I payed immediately. On arrival at OR Thambo on the 7 December, it sat until the 21st for customs charges to be added. 2 weeks!!! In addition, the employees were asking me which tariff code should be used for determining the customs charges. Firstly, I had uploaded the commercial invoice weeks before, which details the items, and is from this document that the charges should be determined. Secondly, how am I supposed to know what codes SARS use!!???? One pays a R50 customs admin fee for goodness sake, what is this for if not to process the charges?

Eventually, the charges were added to my account, and this is where things got really hairy.........I was charged R1061.34 for a purchase that only cost $65 (approximately R937). ie. the customs charges were MORE than what I payed for the goods!!!

I have been querying this with AGS since the 21st December, with absolutely no joy. Initially I was informed that the wrong tariff code was used and that this would be rectified and the new charges would be loaded on the 24th. I'm still waiting. I get passed on to different personnel each time, no one responds to the emails through the Customer Service department. When I logged an inquiry through the online system, the employee just closed the case stating that the account is awaiting payment. Duh, that's what I was inquiring about! The telephonic customer service just send emails to colleagues but nothing gets done. Today (2 December 2019) I received a "Final Payment Notification", stating that if I do not settle immediately the package will be returned to the US.

I am so gatvol for the terrible service, especially since AGS received payment weeks ago, and they have done nothing to resolve the problem that they created!!!