Unprofessional Miss Nhlapo and Rachel Aramex

Good day

RE: Shipment ********** 424

I received an update and email on the 16th of July from aramex requesting a commercial invoice for my shipment to clear customs. I responded within 24hours, uploaded my invoice and also emailed it to their Johannesburg email. Weeks passed by and there was zero progress on the status of my clearance. On the 29th I finally called to inquire and found out that the completely ignored my shipment for 7 days, and only sent it to customs on the 24th of July.

If I sent my invoice on the 17th why did it take a week to process and send the invoice to customs and proceed with the clearance process? I was on the customer care line for 47minutes to get clarity. I spoke to Ntombizandile Nhlapho and Rachel who was extremely unhelpful and not transparent at all. She later said that it was a website error and they weren't able to see my invoice but confirmed that I did send it on time.

Now my parcel is detained and delayed even further. I understand that this is part of the process and up to the discretion of Customs, however This could have been avoided if the likes of Miss Nhlapo and Rachel had actually done their job and ensured the invoice was sent.

On a complimentary note, Olivia Ndlovu and a Junior form clearance were very kind and helpful. They not only apologised by made some attempt to rectify the situation. They are professional.

I need a R619 refund or urgent clearance of the package since it was an administrative flaut that caused the delay. It is not custom's fault, it is not my fault, it is not the suppliers fault it is simply an admin error