Aramex Loses Parcel & Takes 0 Responsibility!

Our business prides itself on customer service so you can imagine our disappointment when our customer informed us that she hadn’t received her purchase two weeks after we sent her the waybill / tracking no.

We contacted Aramex SA and they took 2 weeks to respond only to let us know that our parcel was declared missing from their DUR branch (we sent it from JHB) and that they required our sale invoice with the cost of the missing items and the proof of payment that the customer paid for it. This was on the 13th of Nov 2020. We “resent” it as we already sent this info initially but we were cooperating as we wanted to resolve this issue and get reimbursed in order to reimburse our customer.

A few emails later, on the 20th of Nov 2020, the customer service representative informed us that she submitted all the paperwork for approval.

For months we’ve been trying to contact them and no one responded. Despite this being no fault of ours, we reimbursed our customer in full as that’s what ethical businesses do.

Today, 6.5 MONTHS LATER, after my business partner called everyday for the last few days, someone finally had the decency to get back to us only to inform us that they’ve lost the parcel, have been unable to locate it, have denied our claim to any sort of reimbur*****t and that they will basically not be taking any responsibility for their muck up.

This is not a small family run business out of a garage. Are they seriously taking no responsibility for their incompetence? I went onto their Facebook and Instagram pages only to find tons of comments with similar complaints. How is this company still allowed to trade?

They’ve taken our money for postage. They’ve lost / ****** our parcel. They’ve set us back as we were left to reimburse our customer. Then they have the nerve to basically tell us “It is what it is” and wash their hands off it.

People need to know about this **** of a company and I’ll be damned if I leave it like this and allow them to ******* others.