Extremely Disappointed – Arrangements Ignored & Poor Communication

I am extremely disappointed with the service I received from Aramex South Africa.

This was my first time using their service, and unfortunately, it will be my last.

I proactively emailed their team on Tuesday to arrange delivery for Wednesday, as I work from the office and no one is home during the day. I clearly explained that my partner would be available on Wednesday to receive the package and provided his contact details as requested.

On Wednesday, both of us were in meetings and unable to answer our phones momentarily. Today, the courier attempted to call me once. My phone did not ring, but I immediately noticed a missed call notification and returned the call right away. The call was not answered. I have screenshots to support this.

What is most frustrating is that:

I provided a backup number, which was never contacted.

The agreed delivery arrangement was not properly followed.

When I queried why my partner (whose details were provided in advance) was not contacted as arranged, I received no proper explanation.

I was told drivers are not allowed to take return calls due to policy — yet I was expected to be available at the exact moment they called.

On Monday, the driver called me three times. Today, only once. When I returned the call immediately, it was ignored. The response I received was simply that they “could not get hold of me.”

That is not an acceptable response when prior arrangements were made and alternative contact details were supp****.

When I requested cancellation due to dissatisfaction, I was told to contact the store instead. There was no accountability or attempt to resolve the issue.

This experience reflects poor communication, lack of flexibility, and failure to honour agreed arrangements. I expected better coordination and customer service.

Very disappointing for a first-time customer. I will not be using Aramex again.