On Sunday December 15, [protected]@aramex.com, sent me an email telling me that shipment #[protected] has arrived and is held at customs and she needed me to send my ID, which I did .
And then On January 1st, she said that customs need approval from chemical authorities.
Same day, December 15th, She sent me another email telling me that shipment #[protected] is also held at customs and that they need my ID, which I sent again on the same day . And she replied, on December 16th, that she received my ID and that they will do the needed procedures .
And then on Tuesday December 31st, she told me that this shipment, [protected], has an item that has been refused by customs and she asked me to sign a "give up" letter without even sending me the documents to prove that .
And on the same day I replied asking why this item was refused and what will happen if i sign the give up letter . And got no reply, so again on January 1st I sent another email and asked her to answer my questions.
So on the same day, January 1st, she replied telling me that any refund will be with amazon and told me that this item is not allowed in Egypt . And she asked me to send the numbers of the other shipments, which I did send .
And on the same day, January 1st, I sent the give up letter, signed, and asked her to send me the documents sent by customs regarding both shipments .
She replied, January 2nd, saying that they will be checking and then I heard nothing .
So I sent an email asking for an update, January 8th and I got no reply until the 12th .
So on the 12th I called and got no valuable answer .
And I also discovered, on that same phone call, that my other shipment #[protected] has an item that needs approval from chemical authorities .
Again no updates or details unless I call and even when I called they didn't know the name of the item .
And from the 12th till the 18th I got no reply or update . So on the 18th I sent another email complaining which they replied to saying sorry, and again no solution.
Today, January 20th, I called them, angry, on [protected] -ext:5006, and they were absolutely unprofessional and even one of them, Amany abd el aziz, put on mute at some point with no answer.
And when I asked them why they were not answering my emails they said that they can't find my emails and that they answered them all, which doesn't make sense .
In between all of this I called multiple times, from the beginning, and they were by far the most unprofessional customer service I've ever dealt with . They're lazy, they lack information and they're slacking in doing their jobs .
The only two that I know their names and whom I've called and emailed multiple times are Amany Abd El Aziz and Rana Morsy . These two are the worst I've ever dealt with, and I would like for top management to reevaluate their roles, because they're absolutely unprofessional to customers .
This whole attitude from the beginning, and the refusal in sending me official documents, made me assume that there's something wrong with my package and that it's maybe lost or stolen, which will not be a good thing for your company if this is the case .
If your employees, as Aramex, have been more professional and informative from the beginning, sending all the needed documents and being transparent with their clients, maybe customers wouldn't doubt that you've lost/stolen their packages .
In Egypt people are used to not be held accountable for their mistakes, but trust me if I don't receive this package I will make sure that Aramex will be held accountable for it .