Aramex SA - "Worst Delivery Service"

On the 12-Dec-2018 I couriered an item with Aramex. This parcel had to be returned within a certain time frame so I could receive a new product or a refund from the supplier. This parcel was not delivered but was lost by Aramex. Contacting the call centre is a horrible experience, as you can hold on forever without any answer. I have contacted Aramex via email & was informed by Thozama (Contact Centre Team Leader) "that the service is not insured that means there is no refund". On the 09-Jan-2019 Alicia (Internal Customer Relationship Manager) had asked Thozama to provide me with an update on the investigation, but I have received no feedback. The waybill, receipt & product invoice was also emailed to Thozama so that the amount can be refunded.

Aramex was paid for a service of delivering an item, this was not done & the item was lost by Aramex! All I ask is that they refund the amount paid for the delivery service & the cost of the item that was lost - be fare! It's been almost a month & you are unable to resolve a simple issue.

Clearly your company does not provide good service!