Bad Service - No Customer Support at all (Support Requests Ignored)

After sending + 160 Aramex courier parcels since November 2019. We had a few parcels that were late / requested to be stopped / PODs needed. Each time, I needed to resolve the issue out on my own without the assistance of Aramex Customer Support. Numerous Support Requests logged - and nothing done about it. The latest Support Request logged on the 06/02/2020 about a parcel that is missing, I have not yet received any communication or explanation from Aramex to day (17/02/2020 - 11 days today and still nothing). After numerous attempts to get the issue resolved and find the parcel. Aramex just ignores all communication sent their way. This has caused a major alert for us at the business as we can't send out +- 15 parcels a day and risk parcels getting lost / signed by someone they can't even provide a POD for. I have stopped sending all parcels with them and moved to another courier company that offers better customer service. Why have a support Request function on your website / app and ignore them? This is not the first time this has happened but definitely a last time that I will use Aramex.

Case reference: JNB/0220/767 Status: In Progress Created on: 06 Feb 2020