Post by Mark
Last week I had a disaster of an experience with Aramex since they had misplaced a package of mine. What actually pissed me off was the lack of transparency from their support team. My package was coming from Germany and like all Shop & Ship packages stop in Bahrain before heading to Kuwait. On February 13th my package left Bahrain and after no updates for a few days I decided to contact support via their live chat. According to Aramex, my package was clearing customs, no biggie so I continued to wait. By February 21st, over a week after my package left Bahrain my tracking number had still not been updated. So I contacted support again and they told me they’ll check on my package and have someone call me.
Since I was frustrated, I decided to vent my frustration to Aramex on their twitter account. They replied back telling me they had checked on my package and it was currently clearing customs. That didn’t help with my frustration since my package was just a pair of sneakers and I didn’t know why it needed 8 days to clear. Since it wasn’t urgent though I was like whatever. Then, a few minutes later I get a call from Aramex telling me that they can’t find my package and they needed a few days to try and figure out where it was. I was like WTF? You guys just told me on twitter that my package was in customs. The guy over the phone told me the people managing the twitter account didn’t have access to check my package status.
So I went back on twitter now noticeably upset since I couldn’t understand why they would tell me my package was in customs while I was also being told my package was lost. In the end though it looked like the twitter account people were right while the person that called me was wrong since my package ended up getting it’s status updated then then delivered the following day.
For some reason, Aramex have recently turned into a big mess and I just wish they were more transparent. Things happen and consumers are mostly understanding. When my internet connection at home is down, first thing I do when I call support up is ask them if the problem is from their side or mine. If they’re facing issues I just reply telling them ok just wanted to check and then hang up. If my package usually takes 3 days from Bahrain to arrive to my door in Kuwait and now suddenly it’s been 8 days and my package was still not delivered, something is clearly wrong so fill me in and don’t act like it’s business as usual. If you’re having issues with flights from Bahrain, local customs officials being lazy or whatever the reason, I’d like to know so I can be understanding.
In any case the reason I wanted to post about Aramex in the first place is that we can now finally pay online with Knet. You’d think this would have been their first feature on their website but up until now we could only pay by credit card or PayPal. Knet obviously makes things a lot more convenient.