Aramex Global Shopper poor service

This email serves to inform you about the struggle I have been having to get service from this lady called Katleho Motloung at Aramex Global Shopper. She has been frustrating me tremendously even after I reported her conduct several times.

I spoke to Bulelwa and to Taylor and they can both witness to the fact that i have complained about the way Katleho been utterly unprofessional and has not been doing her work.

My parcel shipment number is ***.

Firstly it would seem she does update the system regularly to state that the parcel is still with customs to make it seem like I am not the one communicating and/or responding to the requests of Aramex. I have been sending numerous emails and making numerous calls to get hold of my parcel and finish this frustrating process. Katleho does not respond to emails and even take a week if not more to respond. So she updates to cover herself. She doesn't respond. I have sent you the threads of emails between myself and herself as proof of what I am saying.

My parcel has been with customs, a normal Ipsy box since the 14/08/2019.

On the 16/08 I receive an email from Katleho stating customs has detained my parcel and is requesting documents which needs to be submitted within the next 48 hours otherwise I will pay a fee. She didn't indicate anywhere in the email if it should be sent to her or updated on the system. I asked her and received zero response. I followed my gut and emailed the documents to her on the 17/08 as well as upload it unto the system. I called Aramex and spoke to a lady called Taylor indicating to her that I cannot get hold of Katleho because she is seemingly in meetings but that I did send through the documents within the 48 hours requested. Taylor emailed Katleho as well indicating that.

Only on the 21st of August, after I have already submitted the documents and emailed her as well as called Taylor, she responds in an email saying I did not indicate when the purchase was made which she didn't ask me in the first place. She only asked that I provide the documents and didn't say where the documents should go. I responded telling her but the date of purchase is clearly on the invoice and on the bank statement and that I am failing to understand why she would ask me something that she should be checking on the documents provided.

She only submitted my documents to customs on the 22nd of August.

I only received an email again on the 31st of August, almost two weeks later from this lady stating that she is awaiting feedback from customs regarding my parcel. At this point I was really starting to get very frustrated and angry. I made several phonecalls again to Aramex but I was always advised the same thing that customs was the issue. My problems with Katleho was escaled to her line manager or supervisor.

On the 5th of September, again almost a week later, she sent me an email stating customs requests and inspection fee. I asked her if I have a choice upon which she responded that I don't. I then email her again on the 5th asking how I should pay the fee.

Today is the 10th of September and I haven't heard anything from Katleho. I put a post on social media asking how the inspection fee works and how it should be paid. Had I not done that, I would until today thought that I just need to wait because I have emailed Katleho asking her how I should pay the money and since it has become the norm for her to take sometimes more than a week not to respond, I thought it was normal. So had I not asked, days or even weeks would have passed and I would still be waiting like an idiot for a parcel that has already been paid for and shipped on the 31st of July already.

I have never received such pathetic service from any Aramex Global Shopper employee before. People like Chad and Taylor who always give excellent service is being given the same **** because employees like Katleho gives pathetic service.

This is truely unacceptable and I am livid with anger because I am having to beg for service I am paying for.

I am going to put the same email on hello peter because this is simply unacceptable and for some reason I don't think I am the only one complaining.

Furthermore at this point, I am honestly fearing for my parcel. I am so scared that things will be either broken or ****** from my parcel.

I truly feel because I have been complaining about Katleho, she has labelled me and she has been deliberately doing this. I am just to taken aback by the fact that the system is updated on a daily basis but there is zero communication with me.

I don't know what Aramex is going to do but this lady doesn't belong in the department where she is working or she shouldn't work there at all. She gives your company a bad name and aramex already has a bad name on social media as it is.