Pathetiuc comunication/service

I use Aramex Globa Shopper on a regular basis with parcels from China, Hong Kong, UK, USA and have now directed a shipment from Italy to AGS as well. Two weeks ago I traveled to the USA and received notification that my parcel is at AGS Italy. A couple days later I realised that it is not moving and I sent a message to AGS requesting reasons for the delay.

I was told that it was a high value parcel (less than €2000.00), a Art.8 parcel and that I needed to make a payment of R980.33. The email also requested a supplier invoice and parcel weight.

"The shipment is art.8 so to release the package we would need the free export declaration and an invoice without VAT also indicating the gross weight and customs heading to issue the EX1. after you make the payment of 54USD (980.3214 ZAR ) we could ship the goods." I did not have the option to upload it on my profile. I requested an explination for what a high value parcel is, what Art.8 means and what the reason for the payment is.

I requested an invoice for the R980.33. All I received as explination was the same email requesting payment. During my time in the USA I sent several emails trying to figure out what was going on as the parcel was not moving.

I arrived back from the USA on Tuesday and imediately started inquiring about this parcel sending emails to Bulelwa Kali whom I have been trying to get answers from and cc'd everything to Isabel Stephens. Every time I rep**** to the cervice centre the email bounced. I finally received banking details and imediatly made the payment. I sent the POP and again requested explinations and invoice as I hav no idea what I paid.

I dont understand why this parcel is not treated as any other parcel as I have shipped parcels to the value of over $10 000 with AGS in the past. It is now more thn two weeks and I am still trying to get an invoice, reason for payment, explination of Art.8 and why it is labeled as a high value parcel.

Yesterday I inquiered about the explinations again and received the same email. I send Isabel an email asking her to call me urgently as i need to know what is going on. I am still waiting for her call.

I am now sick and tired of this as this parcel is extremely urgent and still stuck in Italy. My imails are being ignored and AGS comunication is pathetic to say the least.

I urgently need a senior person to call me in this regard. Someone that is willing to take action, sort this nonsence out and get the parcel to move.

Arno Laubscher