Extremely dissapointing service - Aramex Port Elizabeth

I am extremely disappointed with the service I have received from Aramex, specifically the Port Elizabeth branch.

I placed an order via the Nike mobile app on 9 December, with delivery scheduled for 21 December according to the Nike app. The tracking information shows that the parcels reached Aramex on 18 December. However, as of today, 23 December, the parcels have still not been delivered.

I contacted Aramex to enquire about the delay, as I urgently need these parcels before Christmas. Unfortunately, all phone calls are routed to the call centre and are never answered by an agent. I then attempted to resolve the matter via WhatsApp, where I was informed that the branch is closed and will only reopen in January. This information was never communicated proactively. Had I been informed in advance that the branch would be closing, I would have made alternative arrangements to collect the parcels directly from the branch. Instead, my parcels is still in Aramex’s possession with no clear plan or timeline for delivery. Which means that my brother will not be receiving their Christmas gifts, which is quite disappointing.

This reflects very poorly on Aramex’s reliability and customer service. A courier company should have contingency plans in place during peak seasons and should communicate delays or closures clearly and timeously to customers.