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Aramex Shop & Ship Wet Service

A reader sent me the following email with a few pictures (of which I’m sharing two).

i received my aramex package today , i saw the package little bit outta shape i thought something was up. i payed shipping charges then i headed to my room opened the box and here comes the SHOCK there is a puddle of water inside and the items are soaking wet. the funny part that the box contained a 400$ digital camera :S. i called aramex they told me customer service should contact you soon and hoping a refund for the item and shipping charges. been waiting and no one called :S. waiting till tomorrow.

I’m guessing the shipment got damaged while waiting to be cleared at the airport customs so it’s interesting to see how this will pan out. According to their terms & conditions:

Aramex is not responsible for any customs or duties incurred on any package contents. Furthermore, Aramex is not responsible for penalties, loss or damage of shipments while in possession of customs.

Aramex is responsible for the customer’s packages only while they are within Aramex’s custody and control. Aramex’s LIABILITY IN ANY EVENT IS LIMITED TO ONE HUNDRED DOLLARS (US $ 100/=) OR ITS EQUIVALENT PER SHIPMENT as stated on the back of the Express/Air freight waybill.

So legally Aramex are no liable for any damage and even if they are they only cover up to $100 which is not much. Has anything like this happened to anyone? What was the outcome?

Note: Btw if you ever wondered how Aramex’s building looks like in New York, a blogger 3baid found it using google street view. Looks cool, maybe someone from Aramex could get us pictures of the inside? That would be an interesting tour. [Link]

Update: Aramex resolved the issue with the damaged package and refunded the reader. Here is what the reader (Sam) had to say about it:

Dear Members,

NEW UPDATE regarding my issue.

i just got a call this morning from Aramex Shop and Ship Manager notifying me regarding my damaged package, he was very helpful and he took full responsibility of the damage caused, told me to bring the package to Aramex Arthiya for a full Refund of the product & shipping charges.

I went there got my refund and the manager was kind enough to explain to me the cause of the incident due to a leakage in customs warehouse, where they are taking action to solve this issue.

PROBLEM SOLVED.

Thank you, Shop & Ship Manager for Handling this Issue Professionally.

29 replies on “Aramex Shop & Ship Wet Service”

I hope things go well with him. for me I never liked aramex since the first package they sent me. where mishandling was very clear on the box even though it had fragile sticker on it. that 1 time 7 years ago and it was enough to put them in a black list :p

Just to note my package was sent in Express mail from Dubai and had no duty to it because it was a personal gift. that’s where I understood the mishandle was 100% in aramex employee.

can’t you refuse outright if a package arrived at your doorstep at this condition? what are the pros and cons of package refusal?

Today I got a partly wet Bluray cover from Aramex (the disc is ok thankfully). I told the delivery guy that was my last order with them. I’m switching to DHL.

Don’t overreact ppl ! Kuwait customs are those to blame and they treat your packages like garbage on the road. I once got a box filled with melted atkins bars. Actually I thought it was delivery chocolate fondue !

Wow. Aramax just keeps getting worse and worse. I feel sorry for the guy with all that useless soaking wet electronic stuff now, and probably no help from Aramax in the matter.

Nobu, dont tell the delivery guy…ask for the Head Office manager. If the right people hear enough complaints, there is a small chance that they actually might try and fix their horrible service.

Have you ever been to JFK customs clearing and shipping , I was there back in the 80’s very professional looking and business like . I have been to Kuwait customs at the Airport , Shuwaikh ,Sulaibiya and Shuaiba ( I have been after Liberation and 3 years ago no change ) . Just pathetic .
the storage facility is controlled by customs not Aramex . The package most likely damaged by them , but they are Kuwait customs they are untouchables . They are the ones that didn’t get the grades in school and this is their career path . I used to clear items that was held at the airport
but couldn’t afford to lose 3 hours of my time , so I pay KD 5 and let Aramex deal with it.

What a shame!!Someone is gonna go scott free while another is gonna be an innocent victim of bureaucratic bullshit. Good luck with that refund habibi.

Oh NO! I’m expecting some eight packages tomorrow because of the Eid customs backup. Pray God none of them look like this…even if they don’t, I’m really lucky and that’s my last shipment with Aramex. 🙁

this is bad…regardless who’s fault it was…it should have never been delivered to you in such a condition…a red flag should have been raised from our side and informed you about the condition of the package. will get to the bottom of this and keep you updated…

thx mark…

Just so you guys all know how stupid aramex is!!! Instead of calling the guy and saying we lost your package, no they deliver it to him in a bad condition and then say pay for it I hope the owner of that package didn’t pay a thing cause if he did then there is something messed up in his head. He should ask for a refund no doubt about that.

Tell you what people responsible for aramex keep on doing mistakes we will keep on observing and the more mistakes you do the more clients are withdrawn away from you and it would only make me happier to see you collapse.

Oh and one last thing don’t forget to increase the prices anytime in the near future to provide a better service, everyone felt that great service recently with your major delays getting packages released, not showing us the new fees that you added recently whenever we check our accounts add to that taking our receipts as if they were your own and last but not least having our packages damaged by the staff at the customs and doing nothing about it.

I’m telling you guys I use MyUS.com & love them. With every shipment I send, I have the option of buying additional insurance. The fee is $2.00 for every $100.00 of insurance. They even gave a offer to my friends & the Kuwait community FREE Annual Membership @ the following link: http://www.MyUS.com/AWL

Dear members ,

Hope everyone is doing well.

this is my package you guys see up there… i recieved it today the upper box layer was fine i thought the package inside was fine too. but when i opened it, it fell apart and i found out, i opened an DHL account before i got this package as the plan this will be my last aramex shipment ( wanted to try DHL ). After seeing this package, its like a sign telling me to run away fast from this dam shipping company.

thank ” Allah ” that i wanted to order 2 imacs and 2 macbook pros from aramex this week. imagine the loss if that would happen to those items. ( i would love to curse the hell out of em , but im staying clam and keeping this clean, im heading there tomarrow , hope it gets resolved at aramex or im heading for the big guns at ( 7emayat el mostehlik ) its not about the 400$ its just dont treat us like trash, we are the consumers i thought that we are the highest priority to any commercial company.

hope none of this happens to anyone.

DHL make us proud to have switched to your services.

Thank you

Even if it was the customs mistake, there should be pressure on Aramex and other freight companies if they go through such issues.

our pressure on those companies will result on pressure on customs and hopefully things will improve in the future.

by the way, i think we pay customs duties because our deliveries are considered by the government products imported by the delivery company. keeping that in mind… there may very well be a good chance for us to make them pay for the damages that happens to our goods. cuz in front of the government, they are importers, not delivery companies..

I had an interview with aramex like a year ago, they asked me this “what will I do if a certain package was lost or damaged. ” I was like I might consider refunding, they didn’t like that answer AT ALL and they said “refund” is not listed in their dictionary.

so Sam, good luck.

Dear Members,

NEW UPDATE regarding my issue.

i just got a call this morning from Aramex Shop and Ship Manager notifying me regarding my damaged package, he was very helpful and he took full responsibility of the damage caused, told me to bring the package to Aramex Arthiya for a full Refund of the product & shipping charges.

I went there got my refund and the manager was kind enough to explain to me the cause of the incident due to a leakage in customs warehouse, where they are taking action to solve this issue.

PROBLEM SOLVED.

Thank you, Shop & Ship Manager for Handling this Issue Professionally.

They lost my package in the US…i’m expecting a call from them within the next couple of days in order to figure out this issue.
I already opened my DHL box.

Down to the point not to bored you, they cant handle the shipping of items that are even sold onboard of airplanes claming that they are flame and are not forbidden in Kuwait “perfumes” so better luck with your rum.
Furthermore, their new excuse for 5% tax, if customs exempt you from pay for personal PC any tax & there’s proof of that so why do aramex charge so many?

“5% of order value for Kuwait Customs duties (applicable only to orders valued above $100 USD)”

$ 100 & below is not subjected to 5 % but $100.50 is! So does the 5% implies to the 50 cents as it is above $ 100 which is as stated should be Exempted.

I have a question, I have ordered some items from an american website, and it’s lying in Kuwait’s airport since Sunday, today’s Thursday and I’ve been calling Aramex since the day it arrived and they say they have no control over it, it’s customes who’s delaying it, is this true? Customes delay our stuff for a week? putting in mind that it will never get out on Saturday since they don’t really work on Saturdays.

Can anyone explain to me what’s with Kuwait’s customes + Aramex?

FYI, I am from Bahrain and never faced such problems with Bahrain’s customes as I do now in Kuwait.

Aramex shop and service used to be good ,But not any more

They increased the price and depreciated the service quality

Before shipment to my us address used to be delivered to Dubai in 5 days Now its just shop and wait …. may be 10 to 15 days or more

I am seriously looking for alternatives, Now a days i have second thought for using shop and ship i feel usps priority internationally better than than use armaex shop and ship

Once again since the launch of the new shop and ship site there service really sucks . Previously i agree it was good but not any more

Now its not shop and ship

its really true shop and WAIT

by the way, I’ve been to their building in NY.

It’s got cement floors, and is in a very shady neighbourhood….but I guess its NY, and why would a shipping company open up in a prime location.

I was moving out of NY and shipped a LOT of stuff ..and it onlu cost me $ 400. The service was really good and everything made it in good condition.

Tried shop and ship in 2009, and ended up paying $ 250 at customs for a package worth only $ 400. I REFUSED to pay shipping charges because noone told me about the customs charges or rules when I opened up my account.

Aramex apparently damaged my shipment. My company through USPS got the package delivered safe and sound. Aramex I guess, Aramexed my package. Now we are waiting for photos and blahblahblah. I’m sick of having to keep up with these guys. Last shipment, if they don’t resolve this, I’m finding somewhere else to give my money to

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