Complaint (Bad Service) Aramex / berco express kimberley (PNA ***)

Please find the following communication as an official complaint and unsatisfactory with regard to Aramex service.

Details of the complaint

Parcel Reference Number: PNA *** Date of Posting: Sender Location: ForestHill - Pretoria (Postnet) Destination Location: Kathu - Northern Cape

Please find further details on the attached slip.

The above mentioned parcel was intended to be delivered to to Kathu.

20th July 2022

I started tracking the above mentioned parcel on 20th July 2022 as it was taking longer than expected.

I contacted Aramex Kimberly and spoke to Henk and i was advise that the parcel was handed over to their Agent. I was provided with the contact number of the Agent, of whom I made contact with on the 20th July 2022.

The Agent (CJ) advised me that the delivery its on its way and the driver will deliver it the same day. During the course of the day i made contact requesting the driver's contact number of which the number was not reachable.

I made contact with the Agent (CJ) via whatsapp to inform him i received a call from one of his employees and he advised me that they are unable to locate my parcel.

Subsequently I received another call from CJ's employees to say they will deliver my parcel the following day, of which I rebuked as I was told the parcel is due for delivery on the day.

After numerous calls from CJ employees, I received a call with the request for my address.

The following should be highly noted when the driver arrived at my house.

1. He swore at me for making them work overtime. 2. He insulted me verbally 3. Upon opening the back of the car they advise me that my parcel is broken, of which i refused to accept nor be party to opening it.

Immediately i notified CJ of the above 3 points and indicated that point number 1 and 2 he will address it with his employ and point 3 will be attended to by Henk (Aramex)

21st July 2022

I reached out to CJ regarding the outcome of my parcel, he indicated they are posting the parcel back to Henk.

23rd July 2022

I reached out to Henk regarding my parcel and he advised that the sender would be contacted and be guided on how to lodge a claim. I provided the contact details of the sender and the waybill to Henk. I received no feedback or response from Henk.

25th July 2022

Made a follow up with Henk, he requested for the photo of the damaged parcel, I indicated to him I don't have them as I have not opened the parcel and to my understanding it was sent to him for assessment.

He further indicated he will complete the damage report. There was no further communication from Henk to clear instruction of the way forward regarding my parcel.

28 July 2022 I called Aramex to find status on my parcel and i was notified they are unable to find the tracking number which i provided.