Paid for collection on 19 Dec – parcel never collected, endless promises

I booked and paid for a parcel collection with Aramex on 19 December 2025, for delivery from Johannesburg to Rustenburg. The collection was meant to take place the same day. To date, no collection has occurred.

I have made numerous calls and sent multiple emails over an extended period. Each time, I was assured that the collection would be arranged, but nothing ever happened.

During my follow-ups, I dealt with: • Simone Williams, Customer Service Executive – Frontline • Ishara Sepersad, Customer Service Executive – Click-Way

Unfortunately, despite their involvement and repeated promises, the issue remains unresolved.

Only after significant follow-ups was I informed that the shipment falls under a different division, Click-Way, which was never clearly communicated at the time of booking. Payment was made directly to Aramex, yet responsibility continues to be shifted without resolution.

This experience reflects poor communication, lack of accountability, and non-performance of a paid service. I am now left having paid for a service that was never rendered.

I am requesting either immediate collection or a full refund, and will escalate the matter further if this is not resolved promptly.