Aramex lost my shipment

On Wednesday, 11 January 2023 I made use of the Aramex store to door service to deliver some vehicle registration documents to the gentleman who bought my Corolla. The following day, according to the tracking system, delivery was attempted, but failed and that delivery would be rescheduled for the next business day (the next day - Friday 13 January). The shipment status remained undelivered until the next week Thursday, when the recipient contacted me to find out what the story is. I phoned Aramex to follow up. The consultant escalated the issue and promised that someone would be in touch within the hour. When after two hours, nobody called me back, I phoned again. The call center agent explained that a note was made on the shipment that reads "collected". I phoned the recipient to find out whether he had collected the documents... He did not. I phoned Aramex again. The call center agent explained that the shipment was delivered to the wrong address, and that "collected" means that Aramex have collected the shipment from the incorrect address. Strange though that the tracking system did not register the incorrect delivery… hmm While I was on the phone with the call-centre agent, with the tracking status open on my mobile device, I get a WhatsApp from the recipient with a screenshot of an SMS he had just received from Aramex stating that the shipment has been delivered. Chatting on WhatsApp with the recipient with the call-centre agent on the line, I relayed the message from the recipient confirming that he did NOT receive anything from Aramex, nor did he “collect” the shipment. The matter was escalated once more, and I was assured that somebody would contact me within the hour. No-one called me. The following day, Friday, 20 January 2023, the recipient followed up and got someone from Aramex to start mitigating the situation. I was contacted by a gentleman from Aramex who offered to assist with the replacement of the document. After two weeks of back and forth, “searching the floor”, waiting for other parties, promises and delays, I decided to apply for another duplicate registration document at the traffic license office. This is the second time I had to apply for the document, because I lost the original. Aramex lost the duplicate copy I app**** for on 18 November 2022. Each time having to wait 21 working days. I am extremely disappointed in Aramex. Especially in the way the handled this entire situation. I am posting here because I am tired of following up on something that Aramex has no intention or urgency of settling. I should not be the one initiating interaction with Aramex, only to be pacified with yet another delay tactic. I suppose someone from PR at Aramex would probably apologize for the inconvenience they have caused and request the tracking number so they can follow up. While you are at it, please change the shipment status to “Lost”. Tracking Number: DBP***