Aramex Global Shopper South Africa – Terrible Service Decline Since 2024 – No Help from Anyone

I have been a loyal Aramex Global Shopper customer for 8 years, shipping parcels from worldwide addresses to South Africa without issues. Since 2024 the service from the SA office has become completely unacceptable. First parcel (Tracking *** from UK):

Received only a 6-digit code (67dbf5) instead of tracking number – no way to upload invoice in new system. Phoned SA office multiple times (30+ min waits, spoke to 3 people each time) – told to email invoice, did that, nothing happened. Only got tracking number on 27 Nov 2025. Parcel delivered 2 Dec 2025 – opened and item missing (oil seal replaced with random key ring). Supplier confirmed wrong packaging. Likely tampered during customs. Filed complaint 3 Dec with photos – system shows nothing, re-submitted, phoned every few days – no response, messages closed without reply. Forced to reorder urgently.

Second parcel (Tracking *** from UK):

Arrived JHB 17 Dec 2025. Told no duties, would release 20 Dec – still stuck. Phoned repeatedly – same empty promises. Eventually duties appeared, paid immediately on 28 Dec – still with customs as of 30 Dec 2025.

Staff and even managers in SA office show zero interest in helping. System blocks further messages. I see dozens of similar complaints online with no action from Aramex management. I request:

Full refund for first parcel (missing item + shipping) Immediate release of second parcel Explanation: Is AGS SA closing? How will Aramex fix this broken customer service?

Very disappointed long-time customer now forced to switch to alternatives like Stackry or MyUS.