Aramex Couriers — service support team ignored my inquiry

Greetings,

Here is summary of the incident for your kind perusal:
Personal request, not company account. Cash payment.

At the beginning communication has been initiated by a visit your aramex ranch in al-muqablein branch on wed - april the 3rd, one of your cs team called majdi has handled our request and promised that he will arrange for collection of the shipment next day in order to finalize packing and provide final price. We’ve been following up by calls with majdi but he never answered our calls then after, then on saturday - april the 6th 2019 - we’ve managed to reach another cs representative (Ahmad emran) we have explained details of our shipment: nature if items, port of discharge and port of delivery i. E. Doha, qatar by air freight, cif hamad international airport. And service requested was door to port. So we were waiting to know the requirements by our side and the cost pertained to our request.

On tuesday-april the 9th - after several calls - finally we received an email from your cs team with the requirement and cost were given only verbally. We have filled the required forms and returned on same date. Next day we have provided amended documents as per their request and requested for the prices to be sent written by email. He was helpful at the beginning but then he just advised “i passed your inquiry to my colleague aroba – i can’t help”.

The other issue actually was: over excessive charges requested for packing which found to be unrealistic: i requested a breakdown of the same to understand why it’s very high but the answer was not positive, eventually i agreed to the same just to proceed further and not waste previous tine n efforts made between both parties (Though i could cancel and go to other ff). And we kept requesting them to send someone to pick up the shipment package (It was already packed by professional ff agent) but they said it’s not accepted and we accepted their requested packing specs & cost) and no one came to pick up the same).
On same date - 10 apr, your cs team (Aroba fakhoury) sent an email requesting for coo - i repaired to her same date that since it’s personal shipment coo must be done by any clearance agent since it can’t be provided to individuals - moreover our service is door to port. We requested her recommendation to help how can we manage the requirement by our side and solve this obstacle but unfortunately since that time we have received no response. Next day - 11 april i sent an email to follow up but i’ve never received a response to my email or calls.

I was really disappointed by the manner my request was handled esp there was delays from the beginning and i was patient in order to continue with them. I don’t really find it professional to ignore my request-even if it’s personal service and not company - she could just at least respond to my email and apologize that she can’t proceed with my request instead of ignorance. Other than unjustified excessive charges for packing that i never received an explanation to the same.
My expectation has been always high since i am dealing with one of the big four in ff worldwide but unfortunately it was mishandled by your cs team this team.

I can provide copy of the emails communication as a supporting document to my compliant, pls provide email address to forward the same.

P. S. We have managed to send this shipment with another ff, contacted them last thursday and now shipment eta is tomorrow and packing cost was 75% less than the cost requested by aramex.

Hope we won’t face same incident in future.

Thank you for your support.