“Parcel Express” Taking Nearly a Week With No Proactive Communication

I am extremely disappointed with Aramex’s handling of my international shipment from Nairobi, Kenya to Rivonia, Johannesburg.

Waybill: ***

The parcel was collected by Aramex in Nairobi on Saturday, 5 September under a service reflected on the tracking information as “Parcel Express.” It was received at the Aramex origin office that same afternoon.

It then remained in Kenya for several days, with the next meaningful movement only reflecting late on Tuesday, 8 September. The parcel eventually arrived at O.R. Tambo International Airport on Wednesday, 9 September.

It is now Friday, 11 September, almost a week after collection, and I still do not have my parcel. Tracking continues to show that it is undergoing customs inspection.

What makes this experience particularly unacceptable is the complete lack of proactive communication from Aramex. Nobody has contacted me to explain why the shipment remains in customs, whether any documentation or payment is outstanding, or whether anything is required from me as the consignee. Not even electronic updates - just a dark tunnel your shipment goes into.

I have instead had to repeatedly call Aramex myself. Getting through to the South African call centre is an ordeal. Today I spent approximately 25 minutes on hold waiting for an agent, only for the call to disconnect before I could speak to anyone. This is simply not an acceptable level of support for an international express courier service.

I specifically chose air express because the shipment was urgent. A substantially cheaper road-freight option was available to me, but I elected to pay more because I wanted the parcel delivered quickly. At the rate this shipment is progressing, the total delivery time could approach two weeks — at which point there is very little benefit in paying a premium for an “express” service rather than using road freight.

I would like Aramex to urgently:

1. Confirm exactly why AWB *** remains under customs inspection; 2. Confirm whether any documentation, payment or action is outstanding from either the sender or myself; 3. Provide a firm expected clearance and delivery date; 4. Explain why neither the sender nor recipient has been proactively contacted regarding the delay; and 5. Confirm the expected door-to-door transit time for the Parcel Express service purchased for this Nairobi-to-Johannesburg shipment.

Based on this experience, I would not choose Aramex for another international shipment. The cheaper courier rate is simply not worth the delays, poor communication and difficulty obtaining

Aramex, I would like my shipment cleared and delivered and never use you again.