Aramex - we deliver NOT

This is the worst courier company I’ve ever had the pleasure of dealing with, they have a delivery service in partnership with Pick and Pay. They sold a bag, for R99 and gave me a waybill reference number, according to their website, it’s 3 easy steps: 1. buy a bag, 2. Complete the waybill details & 3. Drop your parcel into the red box. Now they use lockdown as an excuse, apparently the box and store that these 3 steps were done at isn’t part of their pick-up. Why then was I sold a bag? Shouldn’t there have been communication between Pick and Pay & Aramex. I then spoke to 2 consultants Valentina and Ryan - both these so called customer service consultants gave me 2 different answers to my query, it literally was like chalk and cheese. I understand that the country is on lockdown, but don’t offer a service if you know that you cannot provide it. Aramex, your company claims to provide exceptional customer service and delivery within 72 hours, that clearly is a lie. Your staff that are working don’t even know which stores have courier services available, I had to literally spell road names, mall names and tell them which stores have the courier service available, not to mention how they pronounce our country’s street names (shameful). I’m obviously still waiting feedback (24 hours later) - that was apparently escalated to the supervisor/manager. I don’t expect a response soon, it’s been 168 hours since my parcel has been placed into the red Aramex box - and still I wait in “darkness”

Lockdown or not - don’t offer a service which has been paid for then suddenly say your company (Aramex) can’t provide it.