Aramex South Africa is not reliable and Customer Service is terrible

In order to delight our customers....this is the voice message I keep hearing but no I am not delighted. I am irate at the lack of professionalism from Aramex. I sent a package to Johannesburg with medicine for a patient on the 24th of June. On the 25th of June Aramex had to close the Johannesburg branch due to COVID19 cases. This I am understanding of. As of a week later the package has still not arrived at its destination which ironically is a Pick n Pay store that has an Aramex drop Box and the package is for the owner of the store. So the Aramex app shows one update on the morning of the 25th of June to say it had departed Durban in the early hours of the morning. The app can be useless at the best of times, it still shows a package I sent 2 weeks ago as undelivered although I know it is has been as the patient has received the medicines. To get further information you have to contact Aramex on the phone......Not so easy. Try calling customer service for drop box and you go on hold for 10-20 minutes before the call is dropped. Phone back same thing, seriously are you making my life easier or trying to drive me into a raging lunatic? So after numerous dropped calls and hours of wasted time I now use the extension for collections and quotations. Can't say it works all the time or that I have made progress but at least got a chance to vent my frustration at 2 Aramex employees, shame. They are probably going to need some anti-depressants after the Choice words, I would send them meds with Aramex but they would probably never get there. So I spoke to Jennifer in Pretoria yesterday, as promised by her there would be a phone call to my patient and an email to myself with regards to progress of the package......nothing. Today I tried the Durban office (funny thing is you can try Aramex in Johannesburg, Cape Town, Pretoria, Durban and you have the same problem trying to speak to someone or to have the phone call answered. Maybe I should call Tweebuffelsmeteenskootdoodgeskietfontein, possibly they are not overwhelmed "Keo" I think answered today, he received some choice words too, I did apologise as I know he is not personally responsible but when I hear conflicting information and vagueness when all I want is an honest answer and a time for delivery then I tend to get Irate, especially if I waste 6 hours of my time in one week for 1 package.It would have been less stressful for me to drive to Johannesburg from Durban. Jennifer was adamant the package would have been returned to Durban on Thursday when the Johannesburg office closed but Keo was adamant the trucks were left parked outside the distribution center in Johannesburg. To be honest both of them have no clue otherwise they would have found my package by now To his credit "Keo" did follow up with a phone call to my patient who owns the Pick n Pay store in Johannesburg, my patient then proceeded to give the same profound language I had probably used earlier. He also threatened to remove the Aramex Drop Box from his store due to the lack of professionalism shown by Aramex. Myself I am still waiting on the urgent call back 3 hours later. The App still shows no updates from last week June the 25th at 1:30am. So here is some advice to Aramex. Whoever designed your app needs to be fired or whoever is responsible for updating the progress of packages on the app needs to be retrained. If the Apps purpose is to make tracking your package more convenient then it is a failure, using the example of the current package but also in the last few months numerous packages have no updates on delivery until 10 -14 days after they are delivered...... This means I waste my time calling you when the package has already been received. I get that there is a disruption due to COVID19 but problems with tracking have been around before COVID19. Not answering phone calls could be due to staff shortages but again same problem before COVID19. Even if your staff complement is reduced at least make sure you employ efficient staff who follow up when you have taken the trouble to be on hold for hours just to talk to them. As for myself I have resigned myself to the fact that all the negative reviews on Google mean I am not delusional and that I need to use an alternative courier company to provide an efficient service, The Courier Guy is most appreciative of the business you are sending their way