Aramex South Africa — Parcel “lost/removed from driver” after false delivery attempt, zero accountability

I am writing on behalf of my wife. Our parcel was allegedly out for delivery and a subcontractor called us to come collect it — but to our surprise, the parcel was NOT with him (driver “Jonathan”). Instead we were told it was taken out of his vehicle and moved to the depot — by someone unknown.

Despite numerous calls and demands this morning, no one at Aramex’s Cape Town depot or call-centre can provide a name of who authorised the removal, or any proof of where the parcel is now.

The tracking logs falsely indicated delivery attempts (“phone ringing”, “out for delivery”), yet no call was made, no door knocked, and now the parcel has vanished into limbo. This is either gross negligence or deliberate mis-handling.

This is unacceptable — we demand immediate action:

1. A full explanation of why the parcel was removed from the driver’s vehicle and sent to depot.

2. The name and contact details of the person who authorised that action.

3. Immediate redelivery or pickup instructions within 24 hours.

4. An internal investigation into this incident and confirmation of corrective measures so this doesn’t happen to other customers.

If this is not resolved promptly, we will escalate to consumer-protection authorities and share this experience broadly.

I expect a public response on HelloPeter and a private follow-up with us within 48 hours.