1 reviews | Active since Feb 2014
Late delivery (paid expedited shipping) with absolutely no support
<p>My Amazon parcel’s delivery is really delayed (appears like it might only be delivered almost 2 weeks after the initial anticipated delivery date) and mainly due to error on Aramex’s side. I understand that there can be Customs’ delays – I don’t have a problem with that at all and understand that that is outside the control of Amazon as well as Aramex. However, what I do have a problem with is the fact that the parcel was delayed by Customs for more than a week and not once did Aramex follow up / enquired as to the reason, neither did they contact me. It was only after about 9 phone calls from me (and almost on anticipated / estimated delivery date) that they finally informed me that Customs requires an invoice and proof of payment (which documents I provided within 5 minutes of receiving the request). There after I was told it would take another ±6 days for parcel to be released due to back log at Customs. If Aramex was more pro-active and provided better customer service, the parcel could still have been delivered on time – this absolute lack of service is even more disappointing in view of the fact that I told the Aramex consultant that the parcel is a gift and that I need it urgently, otherwise I would be forced to return the parcel to Amazon. No support from them!! It now appears that it will take about another week (almost two weeks overdue) before the parcel will finally be delivered (with no apologies from Aramex’s side). I complained about Aramex before – I hoped that that would ensure that they deliver better service and to be more pro-active, but no such luck!! I paid for expedited shipping, but order will be delivered almost 2 weeks late – Aramex need to deliver what they get paid for in terms of shipping. I send two follow-up e-mails to the consultant to get a status update – no response – again!!! Worst service ever with no support what so ever.</p>
Dear Anne-Marie
Thank you for bringing the matter to our attention.
We apologize for the delay in delivery and we fully understand how frustrating this may be, however the shipment is currently held by Customs for inspection. This forms part of the normal import process, and Customs reserves the right to stop all shipments irrespective of the value declared.
Customs is not under Aramex's control and although we facilitate the process on behalf of the customer, they operate independently and is State owned.
Your complaint has been escalated to an Imports Team Senior, and he will be in contact with you shortly.
Kind regards
Customer Care Johannesburg - Aramex SA
Dear Anne-Marie
Thank you for bringing the matter to our attention.
We apologize for the delay in delivery and we fully understand how frustrating this may be, however the shipment is currently held by Customs for inspection. This forms part of the normal import process, and Customs reserves the right to stop all shipments irrespective of the value declared.
Customs is not under Aramex's control and although we facilitate the process on behalf of the customer, they operate independently and is State owned.
Your complaint has been escalated to an Imports Team Senior, and he will be in contact with you shortly.
Kind regards
Customer Care Johannesburg - Aramex SA
I CLEARLY stated in my inital complaint that I know that Customs'clearance is outside your control, so not sure why you brought it up at all. My issue was with the manner in which this was handled by Aramex. The parcel was held by Customs for a week and Aramex did nothing to follow up, etc. You just sat back and waited. I had to phone you (took about 9 very lenghty calls) before I was directed to Bianca. In the last call, she promised to find out what is the reason for the delay / what Cutoms needed and to then e-mail me back in about 15 minutes. I waited a whole day and then had to phone her again as I did not receive or heard anything from her. Her only comment: "Oh, the e-mail to you is still lying in my e-mail Outbox". I mean really!!!!! Why is your technical issues with your e-mail the customer's problem and why can't you pick up a phone and call the customer if you can clearly see the e-mail is not delivered???!!!!! I send her the required document within 5 minutes. I had to follow up again to ensure she got it. The next moment, Custom's bag log were cited as excuse for further delays in delivery. I received another parcel (thankfully through another courier) this week that was shipped and delivered within 3 days (and it went through customs), so not sure I trust that excuse either. The parel was finally cleared and supposedly out for delivery yesterday - only to be delayed once again - this time you cited technical issues with your truck as the newest excuse - I mean seriously - do you want to tell me a company like you only have one truck to do dleiveries!!! I think it is rather a question of your driver wanting to go home on a Friday evening. And then you still want to say nothing is Aramex's fault!!! This parcel (for which I paid expedited shipping) is now already 2 weeks overdue and I still have no indication as to when it will be delivered (if ever!!!). It will be received too late for its intended purpose and I am seriously considering returning it to Amazon (I will however contact them and arranged for that myself if I decide to do so as I don't trust you at all, sorry to say). One would have though Aramex would have done everthing on their side to get this overdue parcel delivered as soon as possible, seeing that most of the isseus were on your side - obviously wrong - no effort from your side to rectify this and to actually deliver better customer service. Very dissapointed!!!!
I CLEARLY stated in my inital complaint that I know that Customs'clearance is outside your control, so not sure why you brought it up at all. My issue was with the manner in which this was handled by Aramex. The parcel was held by Customs for a week and Aramex did nothing to follow up, etc. You just sat back and waited. I had to phone you (took about 9 very lenghty calls) before I was directed to Bianca. In the last call, she promised to find out what is the reason for the delay / what Cutoms needed and to then e-mail me back in about 15 minutes. I waited a whole day and then had to phone her again as I did not receive or heard anything from her. Her only comment: "Oh, the e-mail to you is still lying in my e-mail Outbox". I mean really!!!!! Why is your technical issues with your e-mail the customer's problem and why can't you pick up a phone and call the customer if you can clearly see the e-mail is not delivered???!!!!! I send her the required document within 5 minutes. I had to follow up again to ensure she got it. The next moment, Custom's bag log were cited as excuse for further delays in delivery. I received another parcel (thankfully through another courier) this week that was shipped and delivered within 3 days (and it went through customs), so not sure I trust that excuse either. The parel was finally cleared and supposedly out for delivery yesterday - only to be delayed once again - this time you cited technical issues with your truck as the newest excuse - I mean seriously - do you want to tell me a company like you only have one truck to do dleiveries!!! I think it is rather a question of your driver wanting to go home on a Friday evening. And then you still want to say nothing is Aramex's fault!!! This parcel (for which I paid expedited shipping) is now already 2 weeks overdue and I still have no indication as to when it will be delivered (if ever!!!). It will be received too late for its intended purpose and I am seriously considering returning it to Amazon (I will however contact them and arranged for that myself if I decide to do so as I don't trust you at all, sorry to say). One would have though Aramex would have done everthing on their side to get this overdue parcel delivered as soon as possible, seeing that most of the isseus were on your side - obviously wrong - no effort from your side to rectify this and to actually deliver better customer service. Very dissapointed!!!!