Communication Issue

Dear Aramex, as a customer I am here to leave a review based on my experience. Point number 1. As a customer I will advise that using chat bots DOES NOT WORK. Firstly waiting more that 24H for a call that your chat bot promised is unacceptable (still waiting for that call btw) there is absolutely no alternative way of contacting you by phone, I have searched on your website. If you are trying to run a courier service the first thing you need to consider is communication with the customer, you might get more good reviews than bad reviews. A delivery was attempted yesterday and marked as "customer unavailable" again no communication to myself your customer was made, no phone call was received. The delivery "attempt" was no "attempt" at all. FINE I try to get a hold of a customer service representative to see what will happen next or will my delivery be reschedule, this is where your not so wonderful chat bots do not work. :) I eventually search a number for the Sandton Aramex offices on a site that is not yours. The lovely lady tried assisisting me however she too is not sure what will happen next or where my parcel is. Point number 2, internal communication can certainly be improved, surely all internal customer service representatives should know their own status updates provided to their customers on your tracking portal? Point 3, I will be waiting for the escalation email today which I was promised before 5pm ( i have very little hope).

Aramex SA I really hope that you learn from this review and ensure that these points highlighted are not taken lightly. Please review all other customer reviews too as the communication seems to be an issue here.

Yours truly An unhappy, unsatisfied customer.