Aramex International
reviews and complaints

To start off, This company is absolute trash and won't recommend any end user to deal with it, total disrespect of customers and their issues, naive and unprofessional customer service representatives without problem solving techniques, terrible company and terrible staff, don't ever think about dealing with this absolute crap of a courier.
This complaint regarding shipment number [protected],
It has been stuck in customs since Monday last week, 8 days since you're supposed to clear it from customs (Jordan)
I've declared my consent for aramex clearance since Monday, the next day an employee called me the customs fees changed from 100JD to 185JD, after this shock I told the employee to send me the documents for self clearance.
But after only 2 hours I called back asking for aramex clearance despite the unbelievable customs fees on the shipment, remember, this is from Tuesday.
Today is Monday, and the shipment hasn't even been cleared and the documents were sent to irbid just yesterday, while I asked for aramex clearance since Tuesday, I called customer service number like 8 times to confirm the clearance is your responsibility and the documents should be shipped back to your airport office, I called on daily basis from Tuesday until yesterday afternoon, 6 days the documents for the shipment clearance were stuck between your Al muqabalain station and irbid office (yesterday) while instructions were Crystal clear to send them back to airport where you can process the clearance! Despite me making more than 7 calls, sometimes twice a day to make sure you are doing what you are supposed to do!
I understand there was a bit of confusion or contradicting requests at the beginning, but issue should have been resolved since Wednesday or Thursday maximum!
I can still recall guys and girls I called.
Mohammad, Rakan, Abdullah, Hadeel, Abeer and some others I don't remember.
Why the documents should be heading to irbid, where my address is, while I called 10 times asking for aramex clearance, you have problems processing feedback information and doing modifications on your system!

Bloody ridiculously poor service.
Avoid this company at any cost.

dear aramex i have sent a shipment on the 2nd of july to italy and with tracking my shipment since 4th of july nothing happened with it. the shipment is a birthday gift and i would like it to reach on time. in the tracking system it says that you contacted the person and you didn't. his birthday is on the 9 th of july and i am sure that in Italy they don't work sat and sunday so it will be just delayed more. can you please check my issue and let me know if he was really contacted or no or if there is any other problem this is my tracking number: [protected]

I have been contacting aramex here in UAE for three days and they never got back to me and still my shipment is stuck. Every time i ask they give me a different answer they even once told me that the shipment when it reaches abroad they can't contact them ... what! then why i came to aramex to send my shipment when they told me that they will send it to his door. shouldn't this be the service expected by them!

Dear Sir/Madam, my name is André Haddad. Having made an e-purchase from the US on June 25th, the parcel reached Dubai 6 days later on July 1st, dispatched July 2nd to Beirut, received in Sin El Fil Lebanon on July 3rd, so from the US to Lebanon it took 8 days, and ironically and showing a huge lack of professionalism, within Lebanon with the final destination being less than 20 Kms from your Beirut Station, today is the 8th and I haven't seen the parcel yet, not to mention that I did call your offices on the 6th and placed a complaint and the Lady who took my call apologized for the delay and promised me a delivery the next day the 7th, and now I'm looking at a delivery on Monday the 10th if I'm lucky enough, so that will be 8 days from the US to Lebanon, and 7 days (and counting) to deliver it within Lebanon 30 mins away from your office. An utter and total disappointment! I don't think I will be convinced to use your services next time around.
Regards.

Dear Sir/Madam,

I am working here in Khamis mushayt, Ksa for VSF Global Indian passport office. Our duty is to receive and process Indian passports for renewal and passports from all other nationalities for issuing Indian visit visa. Normally we are sending shipments with all passports on all Thursdays to our Jeddah office to submit at Indian consulate on next working day (Sunday).
But unfortunately your service always fails to deliver our shipment on time. Attached the screen shot for your sake. From this you can see you people kept our shipment for 2 whole days at your Jeddah office. Your delivery boy called our staff at 6.45 PM on 19 Jun to deliver but he couldn't receive as we are not working at night night and you delivered on 20 Jun 2017 morning only. But the tracking report shows that it is delivered by 19 Jun evening.
It makes very complication as the shipments contain very urgent passports and it makes financial loss as we couldn't deliver these passports on time.
Hope you can find a solution for this issue. Awaiting for your reply.

Regards
Habeeb Rahman
[protected]
[protected]@gmail.com
Aramex A/c #: 4002081

Dear Aramex Agent

I had big trouble for 2 shipments I ordered through Aramex one shipment order [protected] from UK to my address at Rabigh, Saudia Arabia
This shipment was arrived at Jeddah in 12, June and untill now stucked there for 8 days!

The other shipment [protected] was arrived at Aramex office at 18, June and still at the office until now!

When I tried to contact the free line the have no information for the reason of this delays!?

I having many troubles due to this delay and It will cost me alot!

I know will if I ordered this through other companies ( SMSA or UPS ) it will arrived on time because i can see very clear the gab of quality among these companies!

I hope that you find a solution for this troubles and i can receive my shipment ASAP

Regards

Dear Sir/Mam,

I purchased through online and I requested to revive my items through Aramex that was June 14, 2017 and the day after the items was delivered to Aramex office in KSA, RIYADH. however, till June 18, 2017 my items still in aramex office and did not move. I have submitted complaint in Saudi Arabia but No response the complaint No is JED/0617/142268.This situation is really reflecting how Aramex is so bad in customer care and how they are responding to their customer. same thing if it's happened in other company like Fedex or Semsa they immediately responded.

I hope quick action and very quick response to receive my items since the delayed cause my extra fee and many trouble.

Best regards,
Majdi
[protected]

The 2 shipments departed London since 29/5 and should have arrived in Riyadh but seems they're missing.
I keep sending inquiries on daily basis via Aramex applications to inquire about the 2 shipments but surprisingly I receive no answer about the delivery date.
Aramex tracking # for the first shipment says "Held for consignee pickup" although it should be delivered to address. I went to Sulay to receive my shipment and it was not available.
I contacted Aramex customer service and they insured that they'll request immediate delivery but nothing happened.
ASOS's investigation team "supplier" are also contacting Aramex for a clarification but still Aramex don't know where's the shipment to deliver it.
Please confirm if it is lost so I can request refund from ASOS or a replacement shipment.
This is the worst ever incident with Aramex, it was usually one of the best shippers in the past and I've beeen using it frequently.

I ordered a shipment through "Shop and Ship". I was assured that the package will arrive safely and on time. I saw on your website that it left USA on 3rd June 2017. After waiting for a while I called Dhaka Aramex office on 7th June 2017 and I was assured that the package will arrive on 8th June. Nothing happened and no one called.

I called again on 10th June and this time the person told me that there was a problem for flight cancellation.

The delay in shipment has caused me to miss deadline.

This complaint is not from anger. This is to serve ARAMEX better. Most of your disappointed clients will never take the time to write to you. My company has been a loyal customer of Aramex for years and I was very excited to use your new service "Shop & Ship".

However, I am utterly disappointed at Aramex's service, the delay, the false promise and communication gap.

I've had multiple issues with Aramex Shop & Ship.
I've ordered items from Amazon US and had them shipped to my shipping address in the US. Each time the delivery comes to Aramex and they then delay the delivery even after it comes to Dubai. I often have to chase up with them about why the item hasn't been delivered to me even though it's been in the country for 2-3 days.

LYING DELIVERIES -
They're delivery people also have a nasty habit of lying about making deliveries. I get an SMS in the morning about my item being out for delivery and then I wait the entire day but nothing gets delivered. When I then check on the website to see the details of the delivery, their delivery people have listed that they tried calling me and I was unreachable; only problem no one tried contacting me. Then when I get the delivery the next day I ask the delivery person why I wasn't contacted, they just shrug their shoulders and tell me that someone was doing the delivery that day. I ask them for a supervisor so that I can escalate it and have it checked out as someone's been lying about contact me repeatedly. They don't have any supervisor contact information beyond the 800 Aramex number which is useless as the call centre isn't able to assist in anyway.

USELESS WEBSITE -
Their website is also absolutely useless. Having gotten tried off having my deliveries delayed I made a change my settings to take it to a drop off so that I could go and pick it up. Even after making the changes on the website they next delivery came to me - delayed as usual and I had to escalate the issue again to just get it delivered to me. Mind you - during all this I'm ACTUALLY PAYING the idiots at Aramex for the service of delivering things but they seem to be struggling with that.

STUPID CUSTOMER SERVICE POLICY -
Aramex has this weird policy where customer service requests by customers are only kept against a particular delivery. So they don't keep a track of complaints and don't try to understand if there are repeats of bad service to their customers. If you inform Aramex that a delivery has been delivered again, it's not noted as a pattern but they see a new issue per delivery. I've never seen such a useless customer service policy from a company where they don't try to learn from their mistakes and improve on their customer service.

I even ask for explanations about why the delivery was delayed or forgotten or why the delivery person lied about trying to get in touch with me but absolutely no response. As soon as the delivery is made they just close the complaint that's been raised; completing a delivery successfully even if its delayed, lost or whatever doesn't matter anymore and they just close the customer complaint.

NEVER ENDING POLICIES -
I got in touch with them through chat about why my settings on the website was not being followed. Despite me being logged into the site and then initiating the chat, they still wanted me to give them my national ID number and additional personal info like birthday and contact info. When I refused to, they said it was all the company policy. Suffice to say, they still couldn't resolve my issue regarding why the deliveries kept going to the wrong place. Their response was to give me another email ID and no information about a supervisor or a timeline as to when they would come back to me with a resolution.

I don't want a refund, I just want them to acknowledge that they have a serious problem with how they do customer service and they need to do something about it. I want them to actually reach out and do something for their customers.

Dears. I am located in Botswana. My parcel was picked up on The 15th May 2017 from France to be delivered to Gaborone, Botswana via Express service en route France-Dubai-Kohannesburg-Gaborone under reference number [protected]. The parcel was received on Johann shirt, Soutb Africa on the 17th May, and lodged in Aramex system to depart Johannesburg, South Africa for final destination at about 7 am on the 18th May.

It is only a 1 hr flight from Johannesburg, Soutb Africa to Gaborone, Botswana, and for this, I should have received my parcel on the 18th May end of day.

Today, 25th May, four working days after initial delivery date, I still have not received the parcel. No personnel from Aramex in Gaborone, Botswana has ever contacted me, neither a phone call nor an email, to inform on the status of my parcel. I have had to b the one calling, and whenever I did the lady assisting did not seem to know what is happening. First, on Monday 22 Many, she told me that they are waiting for the clearing officer to conclude with Botswana customs, civil an impression that the parcel arrived accordingly. She said she will follow up and let me know. But she never called.

On Tuesday 23rd, I called to enquire again, still the same story and no sense of urgency from the same lady handling my enquiry. After long holding on the phone, I hung up. Then she called to say, she could not get hold of their clearing agent so she will let me know once she managed. But that never happened.

Today, Wednesday 24th at about 10 am, I called Aramex again now lodging a complaint, I spoke to their Head of Operations Mr Lame, from whom I learnt that my parcel is still in Johannesburg, South Africa. As a customer I should have been the first to know this, especially since the Aramex tracking system showed 'In transit' to final destination. Since 7 am on Thursday 18th May.

The Head of Operations, then requested for me to give him an hour to 2 hours to come back to me on specific details of when the parcel will arrive in Gaborone. By 6 pm he never called, I called the office again at 6 pm same day and he was not there, and there was no message for me from him, and worst, no one knew what is happening to delivery of my parcel.

As I lodge this complaint, I do not know when I will get my parcel delivered, it is stuck in Johannesburg, South Africa, which is an hour's flight or 6 hours drive away.

Please could you assist at your earliest convenience so I can get my parcel. I have already lost money in business due to this delay!

I hope I will get the necessary feedback as soon as possible.

I went today at the main branch in Lebanon to send a closed written letter to my fiancé, which is currently in Sudan. The costumer service there included thier manager sorry to say that they are impolite, they didn't even ask about the content of the letter they rushed to say is it a juggling letter!t I said no its a personal letter I'm sending to my fiancé politely, then he said as per aramex polices we must read the content of letter in case you have any juggling words, Acually I used to work with aramex in africa it's the first time I trying to work with them in lebanon the costumer service not qualified at all they are not taking the things serious and hurming the image of aramex I'm quite sure that they are losing many clients per day. I'm writing this message to tell you that you should take a serious actions and get rid of these employees and hire a qualified people who can keep aramex shining as I knew it in africa.
Thank you
Have a good day
Will be grateful to hear back from yourside

Dears,

Kindly, I have shipment on hold in USA under my shop and ship account, because account inactive. I have requested to change the address from Saudi Arabia Dammam to Riyadh city and looks changed on my account but still the account inactive.

The shipment number is [protected], and I have attached my ID two times through emails to [protected]@SHOPANDSHIP.COM, and through the website account and still inactive. My account number on shop&ship is RUH 1073193.

I called our local call center 5 time maybe more and always they said we will raise the issue to the team and will get back to you. No one get back to me and the account is in active. I sent 4 follow up emails to [protected]@shopandship.com and no reply.

I have paid for the items from Amazon and it's been on hold since March 23rd, 2017.

Appreciate your help and support.

Regards;
Khaled Bafakieh
+[protected]

I ordered a package from a supplier and she shipped it from Stellenbosch on the 16th January 2017 to Centurion. Aramex picked it up at her warehouse, so it was NOT a 'Drop box service'. According to the Aramex website the package is still on-route to Centurion (almost 80 days later). I'm sure that the whole team at Aramex Stellenbosch has had a turn to 'deal' with this issue, because that is all that happens, it gets referred to someone else each time and they don’t respond unless I request feedback. This is absolutely appalling to say the least ' service delivery'. There is a R3000.00 insurance on ALL packages as stated on your home page, even though the people that I have dealt with refuse to acknowledge this. I have informed them that I will now lodge complaints on 3 sites and will continue to do so until I receive either my package or my money back.
I cannot believe that an international company of your calibre deals with complaints in such an unprofessional manner and just loses track of a package and expects the customer to request feedback and just accept that the package is gone.

The company took an extra amount from me because of aramex fault not me. They sent our package to another country becasuse the guy on that country has a same name as me.. So they charge me for the weight + a charge of their fault... Also I can't find this shipment on my account yet so not even sure about the weight proce... Shop and ship getting worst

Hi aramex,

It seems like aramex don't care about customer complains as I didn't receive any response so far !

I've reported that the delivery was delayed two many times at different orders
And when I submitted a complain (No nobody respond)

[protected] - [protected]

Regards,

Ahmed waheed

Sent: thursday, february 23, 2017 at 10:43 am
From: "customer support"
To: ahmed. [protected]@mail. com
Cc: [protected]@aramex. com
Subject: re: [casereference:cai/0217/9076]
Dear valued customer

Thank you for your reply. Your information has been relayed to the concerned team and we will update you at the earliest time possible.
 
Best regards
Mohamed samir

We are facing problem with aramex, our shipping Tracking Number: [protected], which we were suppose to receive on 28th January but till now its not delivered, We contacted customer care still we didn't received any response for our parcel,
Here i request someone should take responsibility and do the needful for the delivery of my shipment.Very disapointment with the service of aramex
Thank you
Jazak Allah

Nayaz Ahmed
+[protected]

My shipment is with Aramex Kuwait since Jan. 15, 2017. ([protected])
Called them on 17th and ask about my package, CSR told that my address isn't clear so i give the complete details. 19th, still not delivered, so i send email complaint [CaseReference:KWI/0117/46077], still nothing happened. 21st or 22nd i called CSR again to follow up and was told that their Operations Dept. is not picking up their calls so they can't give info but they will put it on priority. 25th, i called and again the CSR said they dont have my address! Gave my address again and they put on online tracking that they made an attempt delivering my items on the same day twice! 26th, online update is it is scheduled to be delivered between 10 am to 12 pm. I called 2:30 pm to check the CSR said that they don't have my address! When i got upset and told that many times I called and was asked to give my address! then he told me that it is still not in line for delivery which is contradicting from online tracking report. Then again he put me on hold and told me there is no answer from their operations dept and will call me back after an hour. until now i got no calls! I don't know how this company operates. They don't value customers.

Hello. I received a parcel which was sent to me via Aramex service. When I received my order I also got a bill with customs and taxes I was supposed to pay. I paid but later when I checked everything I realized amount was too big and I paid more than I should have paid in the first place.
I contacted Aramex customer care service and they said they'll check that and will refund me if necessary. Later I received a notification from them and was promised a refund but never received it. I'm very disappointed with Aramex, and will never deal with them again!

My complaint is more or less the same as previously registered one against Aramex.

Subject shipment meant for me from US reached Doha on 23.12.2016 still not delivered to me. When inquired, with local Aramex, I was told that they couldn't reach me on my registered cell number which is absolutely rubbish. Nobody ever contacted me so far from Aramex.

It is wrong information recorded by one of your staff who is not doing his/her job properly.

I am expecting one more parcel under [protected]. Ensure to deliver the former without further delay and timely delivery of later.

Regards,
Thomas K John.

They took the goods and they disappeared. For 10 years I had used many couriers sending goods from US. Typical arrival time is 5 to 10 days. Aramex, by Borderfree, declared the lead time is up to 14 days. It had been about a month now and the goods are still in their possession. All I got was an sms on the 15th to arrange for delivery and like all these complaints I am reading here, no one picked up the calls. There is simply no way to arrange for delivery when I was put on the endless call waiting service listening to their commercials.

Infuriated, 2 days ago I wrote to Borderfree to complain and advise them to refrain from engaging Aramex ever again. I still have not heard from Borderfree or Aramex. Increasingly frustrated I am considering to wrote to credit card company to cancel the order and revoke the payment to Borderfree for what I am now thinking a potential fraud.

Order date 24 Nov 2016
Order Number: [protected]
Tracking Number: FW-E4X001033516635-AA