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2.4

I have a Shop & Ship account, and usually have parcels sent to BOM office for shipment. Each time a parcel arrives, I am usually notified via email to produce / provide an invoice in order for this parcel to be uplifted and sent to me in Malaysia.

Almost each & EVERY time there is a delay in forwarding this invoice to the BOM team. This results in delay in shipment being uplifted / sent to me. What I do not understand is, WHY? Everytime I receive an email notification, I have responded via email with the attached invoice to the "kulcustomerservice" & KULSnSTeam inbox. In addition, I have to always call and follow up with chaser emails to make sure this invoice is forwarded to the team in BOM so that the parcel can be uplifted.

1. Why does it take 1 week to forward an invoice via email to the respective team in BOM?

2. Why have customer service inbox when no one actually acknowledges your email or even responds to complaints or escalations? Do you even have an SLA in place to respond to a customer's email?

3. What is the correct process to forward these invoices to the correct team in BOM? I believe I have asked this many times, but have not received a proper answer. At least, give me the email address of your team in BOM directly.

I have experienced poor service in the past before from different providers, but none as consistently poor as Aramex Shop & Ship!

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Aramex Cons: Customer service response time is horrible.

Location: 12, Jalan Tandang 204a, Seksyen 51, 46050 Petaling Jaya, Selangor, Malaysia

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