Unacceptable Service from Aramex – Urgent Shipment Delayed

I am extremely disappointed with the level of service and communication provided by Aramex regarding a critical shipment.

On Monday, the 25th of November, I requested the collection of a package from South Africa to the USA, with an absolute delivery deadline of Friday, the 6th of December. Despite constant follow-ups, the shipment was not collected as promised, and every attempt to resolve the issue was met with mismanagement and incompetence.

Here’s the timeline of events:

November 25th: Collection was arranged, and I was provided a tracking number (***).

November 26th: I was told to arrange collection myself as the waybill was not provided. After calling Aramex twice, they falsely claimed the box had already been collected.

November 27th: No updates were provided.

November 28th: I was told the waybill couldn’t be found in their system. I was redirected to their Click-way WhatsApp support, where I was told that the that they'd schedule the delivery for that day.

November 29th: I followed up the agent promised to re-book the collection. By 5:00 PM, the package was still not collected, and all attempts to contact Aramex failed at 5:00PM failed.

December 2nd: I contacted Clickway and they offered a drop-off location in Milnerton—an hour away from the original collection point—further delaying the shipment.

I made every effort to escalate this issue, but Aramex refused to connect me with a manager or anyone who could assist. Instead, I was repeatedly redirected to live chat and WhatsApp, with no assurance that the shipment would arrive on time.