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.