Pathetic Service Aramex

I handed in a parcel at Sunridge Postnet on the 24th of December 2024. They took receipt of the parcel at 12H19. I requested the parcel to be sent overnight as it is a birthday gift for a lady on Saturday, today, 28 December 2024. She is currently on holiday and stays at a Guest house in Links field.

The waybill was made out for Postnet Glenhazel. When I handed the parcel in at Sunridge Park Postnet in Port Elizabeth on the 24th, the assistant Audrey did tell me that it will possibly only get to Jhb after the holidays When I asked what she meant, she said it should reach Jhb on Friday the 27th or at the latest Sarurday, the 28th. I said that it would be in order to still send it overnight as I needed it to reach the recipient on her birthday, the 28th at the latest.

So the parcel was on it's way. And I was waiting in anticipation for the call that it was received by the recipient in Jhb.

Expecting that the parcel would perhaps be at Glenhazel Postnet yesterday, we started phoning them yesterday, the 27th. After several attempts by myself and my husband in PE, and our Son on holiday in Jhb, without anyone picking up the phone, my son drove to the Glenhazel Postnet, only to find a notice that they are closed from the 20th of December to the 6th of January. The internet showed that they were open till 4pm. This is an issue we will address with Postnet.

My concern is, if Aramex, collects a parcel on the 24th, for requested Overnight services, why did it not yet turn up in Jhb by the 27th and also not at the time that I am sending you this email today 28th December? Does overnight not get "express" services? Is it not dispatched overnight on a plane?

I phoned the Aramex offices in Sandton and spoke to Lucretia earlier today. She told me that my son, Ewald did phone earlier in the day and "apparently" spoke to Archie. According to Lucretia, Archie made a note on the system saying that Ewald said they should hold on to the parcel until tomorrow morning when it arrives. He will collect it from them tomorrow. When I spoke to my son, he said he never spoke to anybody this morning. He did not even have the number for the offices in Sandton.

When I called back the Sandton branch, Archie answered the call himself. When I asked him about the call, he said he did speak to someone, but could not remember whom he spoke to.

I asked how is a parcel from PE to JHB dispatched, on Overnight service requested. He said it travels by truck? This does not make any sense.

From the 24th, and today is the 28th. And yet there is no news about where the parcel is. I asked Lucretia to contact the Courier driver to ask where exactly the parcel was traveling at this stage. Is it close to Bloemfontein or Kroonstad, or where...I'd like to know. I am still waiting for an answer. This is poor service delivery. Archie got annoyed with my questions. I asked for the General Manager or CEO details. And he said he could not give it to me, as he did not know what I needed it for. I told him that I want to send a complaint. And he responded that he can not provide me with the information. I realize everyone is in a holiday mood. But surely Courier services are very busy during this period of time? Should client services not be more important over this specific period to ensure that parcels reach the recipients timeously? Why pay for an overnight service and it is 4 days later and there is no news on the arrival of the parcel.

This has been a very bad experience for us from both Postnet and Aramex.