Aramex International review: Aramex dubai — customer service that does everything except serve customers

I have been using Aramex in Dubai since around 2013, and I remember when they were a reliable courier company with accessible customer service. Unfortunately, my recent experience has been extraordinarily frustrating.

I have an international shipment from Amazon that was due for delivery on 2 November 2026. It is now overdue, and the last meaningful tracking update was on 29 October, when the shipment was recorded in New York.

I fully understand that international shipments can be delayed due to logistical or other circumstances. That is not my complaint. My complaint is the complete inability to obtain meaningful information or speak to an actual customer service representative.

Calling Aramex’s UAE customer service number is an exercise in futility. The automated telephone system offers five main menu options, but regardless of which one you select, you ultimately receive the same two choices: press 1 to receive a WhatsApp message or press 2 to receive an SMS. There appears to be no option to speak to a human being.

WhatsApp is equally frustrating. It repeatedly directs you to the tracking application, which contains no useful new information. After navigating through the automated responses, the only seemingly meaningful option is to schedule a delivery.

Naturally, this creates the impression that the shipment is actually available for delivery. However, selecting this option simply generates tracking entries such as “Customer Contacted” and “Shipment Delivery Scheduled.”

To be absolutely clear, Aramex did not contact me. I contacted Aramex. These tracking entries were generated through my own attempts to obtain information, not through any demonstrated movement of the shipment.

The result is a tracking history that creates the appearance of activity without providing any meaningful evidence of where the parcel actually is.

I eventually contacted Amazon, whose customer service representative was courteous and helpful and escalated the matter to the courier. Unfortunately, I cannot say the same for Aramex, because I have been unable to reach an actual person.

What makes this especially disappointing is that I am not demanding immediate delivery or expecting international logistics to operate without delays. I am simply asking a reasonable question: Where is my shipment, and when might I expect it?

Automation can be useful, but when every communication channel leads back to the same automated system, with no apparent means of escalation, it ceases to be customer service.

Aramex Dubai needs to provide customers with a genuine way to contact a human representative when its automated systems cannot resolve an enquiry.

A delayed shipment is understandable. A complete absence of meaningful communication is not.