Mogammad M

Urgent Complaint Regarding Mishandled Shipment, Poor Customer Support, and Unfair Payment Request

I am writing to express my extreme dissatisfaction with the service I received from Aramex in Saudi Arabia regarding a recent shipment that I had entrusted your company with. My experience with your company has been far below the standards of professionalism and efficiency that I expected, and I feel compelled to share my grievances in detail. I had an important shipment, consisting of my personal luggage, that I needed to receive before my departure from Saudi Arabia. Unfortunately, due to a series of mistakes made by Aramex, I never received my shipment in time, which has caused me significant inconvenience and frustration. The primary issue stems from the fact that an Aramex employee in Makkah made an error with the shipment address, which resulted in my bags being sent to the wrong location. Despite providing the correct information and instructions when arranging the shipment, your team mishandled the details, leading to this unacceptable delay. As a customer, this type of error is completely inexcusable, especially coming from a company that prides itself on its logistics and customer service. Adding to this already frustrating situation, I spoke to multiple managers in an attempt to resolve the issue, but none of them were willing to acknowledge that this mistake was the fault of an Aramex employee. This lack of accountability only deepened my frustration, as it was clear that the mistake was not on my part, but on Aramex’s end. To make matters worse, instead of offering a solution, I was informed that I would have to pay for the cost of shipping my luggage to South Africa, which was my next destination. It is entirely unreasonable and unfair to expect me to cover this cost when the error originated from an Aramex employee in Makkah. As a customer, I should not be financially penalized for a mistake that your company made. This demand is not only unjust but also contradicts basic principles of customer service. I have since left Saudi Arabia without receiving my shipment, and this entire experience has caused significant disruption to both my personal and professional life. Given the circumstances, I am demanding the following: 1. An immediate investigation into the shipment error, and an acknowledgment that it was caused by an Aramex employee. 2. Prompt delivery of my shipment to my current location in South Africa, without any additional cost to me. 3. A formal apology for the inconvenience and stress caused by this situation, as well as an explanation of how you plan to prevent similar issues in the future. 4. Compensation for the delays, inconvenience, and the financial burden I have faced due to the mishandling of my shipment. As a new customer using your services, I had expected much better service from Aramex. I trust that you will treat this complaint with the seriousness and urgency it deserves. I look forward to your prompt resolution of this matter, and if I do not receive a satisfactory response within a reasonable timeframe, I will have no choice but to escalate this issue further with my evidence.