1 reviews | Active since Jan 2017
Cryptic Customs service and poor call center service
<p>Received an SMS this morning from someone named "Tiro" asking me to provide clearence docs, proof of payment, ID, invoice, etc. Now I assumed this has to do with a parcel coming from China even though there is no reference to this in the SMS, nor is there even an email address/fax/etc that I need to provide these docs too.</p> <p> </p> <p>I've now tried several times over the last hour to contact your customs section via the ********** 20/ ********** 002, selecting all 3 options and waiting for over an hour in total with no answer yet. Does anyone actually do any work over in your customs section or is it all just vague SMS being sent and zero actual work done to help clear parcels?</p>
Dear Darryn
Thank you for bringing the matter to our attention.
We do apologize for a seemingly incomplete SMS. We will rectify the error.
The SMS recieved is standard practice to make every effort to contact a customer we can't get hold of telephonically, and for whom we do not have an email address available.
Your concern has been escalated to the Imports Manager and a member of the team will be in contact with you on the number listed here to assist promptly in any way possible during the course of the next working day.
The shipment being detained and flagged for inspection is void of all Customs required paperwork, Identity proof and proof of payment. The sender must ensure this accompanies the shipment on departure across the world or ensure that the reciever has this available on arrival in the destination country as it will not be released otherwise.
Although Aramex facilitates the Customs process on behalf of the customer, we are subject to comply with all requirements and law and can not manipulate the process or release a shipment without authorization.
We will revert with an update in due course.
Kind regards
Customer Care Johannesburg - Aramex SA
Dear Darryn
Thank you for bringing the matter to our attention.
We do apologize for a seemingly incomplete SMS. We will rectify the error.
The SMS recieved is standard practice to make every effort to contact a customer we can't get hold of telephonically, and for whom we do not have an email address available.
Your concern has been escalated to the Imports Manager and a member of the team will be in contact with you on the number listed here to assist promptly in any way possible during the course of the next working day.
The shipment being detained and flagged for inspection is void of all Customs required paperwork, Identity proof and proof of payment. The sender must ensure this accompanies the shipment on departure across the world or ensure that the reciever has this available on arrival in the destination country as it will not be released otherwise.
Although Aramex facilitates the Customs process on behalf of the customer, we are subject to comply with all requirements and law and can not manipulate the process or release a shipment without authorization.
We will revert with an update in due course.
Kind regards
Customer Care Johannesburg - Aramex SA
I provided the neccessary documentation to Aramex on the 17th (6 days ago). The parcel is still on a status of "Customs Clearance - In Progress" according to the tracking website.
I provided the neccessary documentation to Aramex on the 17th (6 days ago). The parcel is still on a status of "Customs Clearance - In Progress" according to the tracking website.
Dear Darryn
Thank you for taking the time to contact us regarding your shipment.
The documents were received and the shipment is still under customs pending the release.
As previously stated, Customs is state owned and Aramex only facilitates the process and we depend entirely on the Customs team for feedback.
Please note your query has been escalated to the Imports Senior and contact will be made with you shortly.
Kind Regards,
Customer Care Johannesburg - Aramex SA
Dear Darryn
Thank you for taking the time to contact us regarding your shipment.
The documents were received and the shipment is still under customs pending the release.
As previously stated, Customs is state owned and Aramex only facilitates the process and we depend entirely on the Customs team for feedback.
Please note your query has been escalated to the Imports Senior and contact will be made with you shortly.
Kind Regards,
Customer Care Johannesburg - Aramex SA
Dear Darryn
I have confirmation that our Imports Team have been in contact with you to give you an update on the shipment and where we are in the clearance process.
Should you require any further assistance, please do not hesitate to contact us directly.
Kind regards
Customer Care Johannesburg - Aramex SA
Dear Darryn
I have confirmation that our Imports Team have been in contact with you to give you an update on the shipment and where we are in the clearance process.
Should you require any further assistance, please do not hesitate to contact us directly.
Kind regards
Customer Care Johannesburg - Aramex SA
Yes, it was explained to me that the fight to get it cleared is ongoing and that the system updates every day to reflect this.
More concerningly is the status as of this morning indicating "Held in Customs - Awaiting Customer Instructions"
Yes, it was explained to me that the fight to get it cleared is ongoing and that the system updates every day to reflect this.
More concerningly is the status as of this morning indicating "Held in Customs - Awaiting Customer Instructions"
2 weeeks in customs and still no movement.
I refuse to believe that there is no way for Aramex, as a company who is in involved in the custom clearance process, to escalate this issue.
I have not even had customs take 2 weeks to clear parcels when only SAPO has been involved.
2 weeeks in customs and still no movement.
I refuse to believe that there is no way for Aramex, as a company who is in involved in the custom clearance process, to escalate this issue.
I have not even had customs take 2 weeks to clear parcels when only SAPO has been involved.
So now we're at 3 weeks sitting in customs.
Phoned in for about the 4th time last week and discovered that despite Aramex claiming that the situation was all to do with Customs that they had in fact only submitted the documentation to Customs over a week later.
So essentially Aramex has **** to me on the phone 3 times and on here as well. Good job, guys. Let's see if we can make it a month shall we?
So now we're at 3 weeks sitting in customs.
Phoned in for about the 4th time last week and discovered that despite Aramex claiming that the situation was all to do with Customs that they had in fact only submitted the documentation to Customs over a week later.
So essentially Aramex has **** to me on the phone 3 times and on here as well. Good job, guys. Let's see if we can make it a month shall we?
*round of applause*
1 MONTH in CUSTOMS!!!
Last week I had confirmation that it finally cleared customs and it was on it's way to me. Guess what...it's now a new week and after checking tracking I found that it is in fact STILL IN CUSTOMS. A call to Aramex yesterday reveals they have no idea why this is the case.
I am still waiting for feedback about this.
*round of applause*
1 MONTH in CUSTOMS!!!
Last week I had confirmation that it finally cleared customs and it was on it's way to me. Guess what...it's now a new week and after checking tracking I found that it is in fact STILL IN CUSTOMS. A call to Aramex yesterday reveals they have no idea why this is the case.
I am still waiting for feedback about this.