1 reviews | Active since May 2016
Pathetic service/product, useless website and total disregard for clients
<p>An "Express" package was sent from the USA on 25 August. To date (2 September) the tracking tool on your website still shows the package at the point of origin. Upon enquiry using the form on your website for customer "care" - I received no feedback nor did anyone bother to acknowledge receipt of my query. I proceeded to enquire telephonically and on my 4th attempt someone from the Imports section finally heard the phone ring and was bold enough to even answer. I spoke to a polite lady (not sure of her name) and detailed my experiences, she concluded by stating that the package was "on route to S.A from London". Two days later - I called again, not sure if it was the same lady that answered but she stated the package was "on its way to London". How can a package move backwards in reference to its destination??? I regret having used your "Express" service - I think even with USPS postal mail - this package would have been at S.A customs by now (DHL or Fedex would have already delivered about 3 days ago). Can you please sort this mess out and provide me with tangible evidence as to where this package is currently??</p>
Dear akes000,
Thank you for taking the time to share your comments with us. We sincerly apologise for the great inconvenience cause.
As per our communication with you, we are at present in contact with our Los Angeles offices to establish what the reason for the delay in movement is. We have escalated this to the relevant parties and will have answers for you as soon as possible. During this time we will continue to be in touch with you to update you on the progress of the matter.
If you need any further assistance please contact us again.
Kind Regards,
Aramex SA
Dear akes000,
Thank you for taking the time to share your comments with us. We sincerly apologise for the great inconvenience cause.
As per our communication with you, we are at present in contact with our Los Angeles offices to establish what the reason for the delay in movement is. We have escalated this to the relevant parties and will have answers for you as soon as possible. During this time we will continue to be in touch with you to update you on the progress of the matter.
If you need any further assistance please contact us again.
Kind Regards,
Aramex SA
Thank you for your prompt response and feedback. I was kept updated by Varsha who investigated the matter and ensured that the package was restored to the delivery cycle. In the end - the fault was not solely on the part of Aramex, but also on the shipping company: the shipper expected Aramex to pick up the parcel after the record was created online, whilst the L.A Aramex depot waited for the shipper to drop off the package- so in the interim, the package was stuck in limbo. I do sincerely apologize for the harsh words said in my previous review and I am thus changing my rating in accordance to the customer service received.
Thank you for your prompt response and feedback. I was kept updated by Varsha who investigated the matter and ensured that the package was restored to the delivery cycle. In the end - the fault was not solely on the part of Aramex, but also on the shipping company: the shipper expected Aramex to pick up the parcel after the record was created online, whilst the L.A Aramex depot waited for the shipper to drop off the package- so in the interim, the package was stuck in limbo. I do sincerely apologize for the harsh words said in my previous review and I am thus changing my rating in accordance to the customer service received.
Dear ales000,
Thank you very much for your kind words in this regard. We sincerly appreciate you taking the time to share this with us.
We will continue to strive for service excellence in everything we do and provide appropriate solutions to as required.
If you need any further assistance please contact us again.
Kind Regards,
Aramex SA
Dear ales000,
Thank you very much for your kind words in this regard. We sincerly appreciate you taking the time to share this with us.
We will continue to strive for service excellence in everything we do and provide appropriate solutions to as required.
If you need any further assistance please contact us again.
Kind Regards,
Aramex SA