Aramex Says We Must Phone Them

Have you voiced your concerns to Trade Me via Live Chat?

Aramex has some serious problems. I have had problems with them on the four occasions I used them. NEVER AGAIN.

I see Temu are having problems with Aramex not meeting their time limit. Last parcel I received here in Dunedin, spent three days running around Auckland before they realised Dunedin wasn't in Auckland.

Seriously. Just avoid Aramex. I'd rather pay a little extra and have a reliable Courier.

Flossy - just because yourself and others haven't had many issues with Aramex doesn't mean they aren't worse than other companies. So so many people have had problems with them, their reputation is severely tarnished. 

On first using BAC Aramex, the local driver happened to be extremely reliable. He left and it went downhill badly from thereon. You suggested calling the local depot - you may have done so much business that you have your local number - try getting through to them if you don't. I lost count of the times I had to call for non pick ups...one time packages sat there for a whole week! The call centre is beyond hopeless, mostly due to language barrier but also I suspect they have had so so so so many complaints they are "over" trying to help. They DEMAND your phone number to continue with conversation. Once I said "I gave my number in the last call, I just want help" I was so frustrated.

I could go on with other issues but.....anyway, I use them occasionally if a customer wants the cheap option!

Please, don't suggest that all courier companies have issues (ie are created equal). Aramex, although able to perform satisfactorily (even good) for some, doesn't diminish the fact that their customer service is dire and their reputation (more than likely) beyond repair

Flossy… Most people do not listen with the intent to understand, They listen with the intent reply. Because they’re entitled

Hazel

All courier companies have issues, others have issues with other Couriers,
and you only have to use google to get your local depot phone number, that is not rocket science, so you do not have to ring the call Centres, So don’t say because I use them a lot, that is a poor excuse,
I have major issues with pass the parcel, they are good for losing parcels, or just dumping in or beside the letter box, and do not deliver to your door,
NZ couriers are the same, they are supposed to deliver to my door and scan code on my door to say delivered, no, just dumped in back of letter box out of sight from my house, delivery instructions ignored, and yes stuff has been taken because of this,
NZ post have missed more pick ups than Aramex ever have, and I mainly use Aramex,
every area is different, you cannot down the company as a whole when it comes down to your local franchisee (Driver) as you said yourself you had a good driver, he left and it went downhill, what does that tell you?, it is a driver issue, that is your local driver and their franchise, not the company as a whole, as said many times by different people, it is your local courier in your area,
Some areas are bad some are great, simple, do not say the whole company,
A lot of sellers on here use Aramex, and you will probably find more that use NZ Post?,
As most parcels I get from Trade Me come via Aramex, 
And some posters attitudes could be the downfall of their own problems the way they carry on, 

I used to use Aramex but like others the service in Wellington is non exsistant. You cant ring the local depot as it goes through to the call centre. I have had several instances where packages have sat here for over a week waiting to be collected. I have called the call centre and they give the same answer that an urgent request will be allocated to have it picked up. They refuse to put you through to the local depot or let you speak to a supervisor. Their online enquiry is a joke as they hardly follow up and in the instances that they have, they ask has it been picked up? Come on it's their system they should know. If you look at any of my auctions it clearly states that due to Aramex service I only use NZ Post who luckily I have had no issues. Yes I have used live chat with TM to try any get assistance but when only suggestions of cancelling and rebooking through alternative.I thought that since trade me promote them that they would have some influence on getting Aramex to lift their game but appears that I was wrong.

Lately Aramex has been sending our parcels to completely wrong areas (officially called "misdirected"). Then supposedly redirected to the correct area, but  NEVER DELIVERED! Then you put in a query only to wait days and hear nothing.

Not impressed.

Flossy - really ? You need to put down the people complaining about poor service to bolster your argument!

You only have to look at how many complaints there are about one company compared to others to see which is the least reliable. Earlier today, TM even closed one of the other threads about A because "We have a few similar posts open at the moment so I'm closing this one for comments now"

Pass The Parcel are much improved and they photograph every drop off at the door now....you made a sweeping statement about them that's no longer valid. I am yet to have one single issue with them. Of course ALL companies have issues from time to time, that's only natural....just one company has more issues than others...evident by the number of complaints, not just here - I've seen it everywhere back from the Fastway days.

Oh, I can give you the number for my local depot 09 634 3704 call it and see if you get someone actually at that depot! (you won't it goes to call centre) How dare you infer people are dim "it's not rocket science" 

My previous post clearly stated that the call centre was behind many issues, as the requests for RE pick up often don't seem to go through. I had issues for an entire week...I'm an evening seller, work in the day so I have a courier box on the drive. If weekend booked sales aren't picked up on Monday, I can wait another day, no biggie. Not picked up Tuesday - I called - call centre sent request through. Not picked up Wednesday - box now full. I called - same result. Not picked up Thursday - I put email query through - got a response with ticket no. no pick up. Mid that week I spent a while online trying to find a way of contacting the depot, in the end I emailed to ask if in the event pick up could not be made Friday - could I take them 30kms to the depot myself. No response. There was actually no driver available that week to pick up my parcels - it was all completely wasted energy! I was aghast that I wasn't told this was the problem that week which, had I known, I'd have made other arrangements. So this is when I used the other companies instead.

cont./...

cont./...

Following year I tried them again - instructions on each order where box is located...new driver went to door. I rang call centre next day, specifically asking them to tell driver where box is. Same again...next day I happened to be coming back up drive, driver was sitting outside house - I was just relieved he was there. Contrary to your belief, I'm smart enough to know NOT to show frustration to driver and politely showed him where box is. Anyway, long story already too long - it happened again just a few weeks later SAME driver! (a) he didn't read the instructions about box on order (b) didn't remember just a few weeks before I'd personally shown him where it sits!! 

"And some posters attitudes could be the downfall of their own problems" Again, how dare you victim blame! It's not the seller's attitude that's the problem when the service they've paid for isn't delivered! The problem, clearly, is with the company who entered the transaction, took the money and didn't provide the service for which they'd been paid. Full stop!

I still offer the cheap courier option if buyer wants it (once, maybe twice a week) MOST don't take the option even tho' it's $3 cheaper for XI. My usual PTP driver picks up early on his way into area, carefully puts lid back on and clicks it shut, every time. Amx driver picks up late on his way out of area, puts lid halfway back on (not great if it rains) but at least when I drive in and see the lid half on the box I just breathe a sigh of relief “yes they've picked up” I think and am just so relieved I don't have to go through the previous rigmerole to get a re-pick up!

Hazel

Just because you have major issues, does not mean the majority of us do, most of us don't, we are very happy with the service,

even someone that has been on message board running them down in past, saying the won't buy from people that use them, guess what a good while back they did from me, and I got good feedback for fast delivery,

as for reviews, you cannot judge by those, as only the disgruntled usually place reviews, those are happy don't bother, better things to do with our time, so statistics are un factual, most people can see that,

I have had no need to call the depot in years, and when I did as buyer I got a real person, not the call centre,

no need to give me the number, 2 clicks and I have it online (same number),

if I have issues I do the online inquiry, usually get results over night, I don't bother ringing,

The one at bottom of a Tracking page, you can use it too if parcel not picked up etc. saves ringing,

Usually when some one starts a post like this, yes others will jump on the band wagon too, as they do,

I bet If someone started one with NZ post others would jump into with their negatives also,

I am un happy with NZ post at moment, collected a large Parcel from Post shop and now disappeared into thin air?, I am the buyer.

Pass the parcel are were hopeless in our area, dump stuff at letter boxes etc. or simple lose the parcel, as a buyer over the years, yes  many pass the parcel parcels been lost, even one was damaged and had been repacked,

As I said above all couriers have issues, not just Aramex, but people love jumping on the Aramex band wagon,

There is a problem receiving packages in Dunedin, but they seem to be able to be sent okay.  I refuse to use Aramex for my sending and use Pass the Parcel.  I haven't had a problem with them.  If you are sending a parcel to Dunedin, at the moment they tell me they don't have the staff to sort incoming parcels so are only sorting outgoing.  I was sent an incorrect item, the vendor sent me a return Aramex tag and resent the correct item.  They were both picked up by couriers (in Dunedin and Auckland) on the same day.  The Dunedin-Auckland parcel was delivered within two days on 28 November.  I still don't have the Auckland-Dunedin replacement, as it is somewhere in the pile of unsorted parcels at the Dunedin depot.  And don't get me started on the poor condition of shipments coming in from the UK using Aramex.  They should not just be banned from Trademe but banned within NZ.

When I came across this thread I thought it must be an Aramex thread, but it just seems that the vast majority of shipping problems occur when you use Aramex.  I receive stock from the UK and my supplier charges a standard shipping rate.  If they use DHL I receive a parcel in pristine condition, not even a squashed corner, within a week to ten days.  If they use Aramex it takes at least three weeks, the parcel arrives squashed, generally with at least one side of the box burst open.  Luckily the items I purchase are pretty sturdy, although I have lost a few smaller items out the holes in the boxes.  So Aramex globally has a culture of poor service.  I have tried phoning three different regions to get the details of the franchisor to pass on the problems I've had with Aramex Dunedin (three problem inward shipments out of three in the past month), but no one will give me contact details or pass on a message.  So their bad service seems to cover the country.

To Flossy re using contact pages.  I have posted at least eight inquiries on the Aramex contact pages in the last month, have not had any reply.  You have to phone them, the contact pages are just a black hole that they are using to try to placate and delay having to deal with their problems.

Jacqui

When I have used them always get a response in 1-2 days, usually because a parcel I am receiving has not moved for at least a week,

I usually get a response in 24-48 hours, but on that note I have not had to put in any enquiries for a very long time now,

all my parcels turn up in a timely manner, even on Saturdays I get deliveries, and all my parcels get picked up on time,

We have a great driver in our area.

The driver who drops stuff off to me seems very nice.  My problem is not with him, it's with Aramex as an organisation.  Although it's the Dunedin franchise I'm experiencing problems with, they all seem to be blocking complaints going to the franchisor which is the only entity that might be able to encourage them to sort out their problems.  The owner/manager of the Dunedin franchise is never in the office so lack of supervision could be one of their problems.

I have to say I have problems with NZ Post who just don't collect my packages - ever,  whereas Aramex has never missed a pickup and has very speedy delivery.  My family and I have sent hundreds of parcels with them.  I will not use NZ Post again.

Sounds like Heidi must live in the Auckland area. I don't think Aramex knows anywhere else exists......unless its parcels have toured everywhere there first. Now NZ Post. As far as snail mail goes, they're a total disaster. Highly likely that snails would win the race 9 times out of ten. Courier-wise, I had expected the same, and that they would be the dearest as NZ Parcel Post was in the past. But so far, no. They've been the dark horse and excellent here in Dunedin ........ so far. Hopefully, they will remain reliable and fast as they have proved to be so up til my current post here. Fingers crossed.

When is trademe going to ban amarex, it absolutely discussing to wait 7 days for two parcels to be picked up, BAN AMAREX NOW!!

I have a NZ Post Parcel not picked up today, which I must go bring in,

But Amarex picked up as normal as always, absolutely no issues at all with Aramex,  They are my Preferred Courier,

I doubt Trade Me would ban them because a few have issues, as a few have issues with NZ Post to,

as a good majority of members/Sellers here use Aramex,

both parcels I received today were sent via Aramex,  arrived in 2-3 days.

In Dunedin it's not pickups that are the problem, they prioritise outgoing parcels to the cost of the ones coming into Dunedin, so Dunedin sellers are okay to use Aramex, but just a warning to the rest of NZ if you are sending to Dunedin, choose another courier as Aramex don't have the staff in their depot to process incoming parcels in a timely manner.  That is not me theorising, that is what the customer service rep in the depot told me.

Aramax are useless in fact they are worse than useless can't beat nz post or nz couriers, why pay good money for overnight delivery when it takes a week to get to you?

Mark. You are telling my story. One whole week of staying home waiting for pickup of 2 parcels, phone calls everyday being reassured that I am on the urgent list. Terrible service. I will never again use them. I sympathize with you. Will be trying to get a refund and re book with nz post. Trademe should delete them from their website.

If you dont like aramex dont use them. Plenty of others out there. Ive been using them over 20yrs with no major issues.

simple solution is not to use Aramex, why would you risk your reputation with the most incompetent courier in NZ? 

Use gosweetspot if you need a variety of couriers that is both cheap and reliable. 

Personally, if I know in advance now someone is using aramex, I don't use them, and you only need to look at Aramex reviews to find the same thing, you are costing yourself business.

reading various comments on here, you as the sender might not have problems, but what about your buyers? They are truly incompetent, last year I don't know how many late deliveries I had because of them. I know we all have our stories and bad experiences, I've got them with other couriers too, but Aramex are consistently late, losing items, and lying, the 3 Ls. I even contacted their NZ Sales manager before Xmas about an urgent order they lost, he could not give two poops about it.

I had problems in Auckland and now Christchurch, not sure which is worse. I admit certain drivers are worse than others, of any company. Our local collection guy at my last place in Auckland was horrendous, beginning of 2nd lockdown he declared us closed, a medical centre, which stopped all deliveries through NZPost and their partners, leading to medical supplies being delayed. I asked NZ Post how a driver can have the authority to do that, especially without anyone checking it was true. I demanded he was not on our run anymore as he didn't like using our stairs.

Toll I have found to be awful too, well, unreliable, and liars, but with Aramex, I would tend to agree with you, or perhaps even give them the benefit of the doubt, if it weren't for me contacting their NZ Sales Manager and him basically saying what you are saying, instead of helping me. When my item had been lost, I didn't want to be told their service was great, I wanted to be told they would find it, and it would be delivered, or I could collect it (as I offered to), this took two weeks of me and my supplier (not trademe seller) chasing them daily, but somehow they lost a 1m by 1m box, and then when they did find it, took another 6 days to deliver, 6kms away. 

I guess we all have different experience, and now I live in Chch, I would avoid Aramex where I have the option, or know in advance.

Perfectly happy with the service I receive from Aramex - and I have sent a lot of parcels through them. I drop them into our local depot (as we live rurally), and the parcels are delivered, most arriving at their destination within two days. On the odd time that there has been a hiccup it has been dealt with in a timely manner. 

It seems simple to me if you are unhappy with Aramex don't use them. And don't forget to report back on the other couriers if they fail to meet your expectations.

I’m a buyer guys, I have piped up a couple of times in this thread, now here I am again Aramex once again took 9 days to deliver from Auckland to New Plymouth. My local branch is good but the driver, hmmm. The driver drives on foot paths 8 to 10 houses and doesn’t stop at any of them until the 11th one. Sure it’s a busy road but no excuses for driving on public walk way and not slowly. Shocking. Any how’s my parcel left Auckland and I guess was a heavy truck and took 7 days to get to New Plymouth branch or there was not sorting done in New Plymouth then it took yet another 2 days to deliver my package, which turned up damaged. So I’ve requested a new item replacement and ask it to be sent via New Zealand couriers. This was yesterday, today my parcel arrived with no damage. I call the hotline for aramex to request value of item to be paid and I got a firm NO we don’t paid for damaged goods. Well excuse me they damaged it they should pay for. This item cost me $ 299 not once but twice.

Personally I found google reviews to be very accurate, especially if a company has over 100, that is a pretty decent sample size - if you look at the Chch branch, they have 1019 reviews and a 2.1 star rating, I believe that this is only because it is not possible to give zero stars. (It would be lower).

The place I work at has 1536 google reviews and a 4.1 rating, this shows that happy people do bother to leave reviews.

Pack and Send Riccarton is a bit of a new player with 150 reviews, but they do come with a 4.7 star rating, just saying, if you are looking for other options ...