Terrible service and late delivery

Good morning

I own a business and use Aramex for all my deliveries to clients. Aramex is usually quite good at delivering the next morning ( unless it's an outlying area).

This week however I sent a parcel to Midrand and was very disappointed with the service. Parcel DBP4011.... was sent on Tuesday 2nd April. I dropped it off at PE box and told client it would be delivered on Wednesday morning.

Aramex did not let me know there was a problem and Wednesday afternoon at 4.30pm my client contacted me as their parcel had not yet been delivered. I called the PE branch and they were extremely unhelpful saying it would be too hard to get hold of operations in Jhb at this time of day and she would follow up in the morning. I told her this was unacceptable and demanded she find out what happened to parcel so I could update my client. She refused to help and so I called the Jhb number myself on the number the PE office gave me ( ********** 200).

The phone rang until the line went dead. I then called freight and warehousing in Jhb and they said to call ********** .

Lachelle (?spelling) answered the phone and was just as unhelpful as the PE office refusing to follow up or establish what happened until the next day. Apparently the parcel had arrived in Jhb and had been handed over to a 3rd party for delivery (??!!) and this delivery had never happened and she couldn't see on the system why. She refused to call the 3rd party and refused to give me their number. She said she would send them an email in the morning and I should call back then.

By this stage I was very angry as it was still during working hours but both Aramex offices were refusing to find out why the parcel was not delivered in the guaranteed timeframe.

I demanded to speak with management and Lachelle put me on hold. Lachelle then returned to the line and said she could try and organize a night-time delivery between 6 and 8 pm. I told her I could not confirm if this would suit the client or not and gave her client's number so that she could make arrangements with them which she promised to do immediately.

SHE DID NOT CALL THE CLIENT AND DID NOT ARRANGE AN EVENING DELIVERY !! The parcel was however finally delivered yesterday !

This poor service and lack of communication is unacceptable ! I expect management to look into this issue and establish the reason for the parcel not being delivered, I want to know why both offices were refusing to assist me during working hours and I want to know why Lachelle did not call the client as instructed to make alternate delivery arrangements.

Please note that your website doesn't list an email contact for management or escalation of issues. This is most unusual for a large business.

Regards Kerrie Theunissen Baby For You http://www.babyforyou.co.za