About the first issue, this all varies depending on the vendor’s fulfillment centers. For example, Amazon has several fulfillment centers from which we receive packages, and sometimes we get different packages for the same customer on different times, which contributes to the difference in shipping dates for the packages. I’m sorry for not being clearer, but when I said “source” in my first response, source refers to the fulfillment center which the package comes from, and the majority of online retailers have several of these centers.

Also, you need to check with the retailer’s terms of sale, as a lot of retailers send packages as soon as they are available and do not consolidate packages. You need to try your best to consolidate the packages from the source itself so that all of the packages enter a single airway bill upon leaving our facilities in JFK or LON.

We have two separate areas for pickup and delivery, you, the customer, can choose from either preference, which we store in our system. If you prefer having the packages delivered to your doorstep, then you can call your Aramex office, and ask for delivery. If not, you can request to pick up the items yourself, but please ask the Aramex office to update your delivery preferences (and address). If your preference is delivery, and you want to pick up the package, you need to notify your Aramex office by phone and give a time for pickup, otherwise we cannot give you the package and it will be sent out for delivery to your specified address.

We always provide our customers with compensation for lost or damaged shipments. We are committed to delivering on our promises to our customers, however, mistakes do happen, and we assume responsibility for such mishaps when Aramex is at fault, thus, we compensate our customers when such an issue arises.

Finally, you don’t have to be a famous blogger for us to respond; we always scour the majority of blogs out there and try our best to respond. We started two channels on Twitter and Watwet and a Facebook fanpage to collect feedback and help serve you better. We’re constantly trying to come up with ways to stay in touch with our customers. Please, feel free to contact me whenever you have any questions or need assistance! I apologize on behalf of the employee’s negligence, and confirm that it is a single, isolated incident, as we are dedicated to delivering a quality service to our customers.

Burhan, we have a unified online tracking system for all countries. The first message (Shipment Record Created – Full Record) means that the item entered our facilities at JFK, while the second message (Shipment Forwarded to – KWI, Kuwait) means that the package left our JFK facilities and is heading to Kuwait.

Regarding the SMS notification service, can you please send me an e-mail at Feras.Hilal[at]aramex.com with your contact details? I will look into this matter with KWI station.

Mark, apologies for not being clearer in my earlier comment; weight is not the sole factor here, as delivery dates also depend on the source of the shipment (the fulfillment center of the online retailer from which we receive the package. Our system for mail and magazine shipments is different than the one for regular packages. Basically, the data is entered while the magazines are in Kuwait, after sending the mail and magazines in bulk to Kuwait station; that explains why the transit time between the notification and delivery is very little.

I wish I could provide you with more helpful and relevant advice regarding this matter, but due to the many fulfillment centers belonging to retailers and strict US Regulations, we cannot consolidate packages that do not arrive together from the source. I will keep you posted once I receive any information on this, or once regulations change.

At the end of the day, we deal with thousands of packages on a daily basis, our employees are working around the clock to make sure that each package reaches its destination, and we are constantly updating our technology and the level of service we provide. Your input and business are both very valuable to us, and I hope that I have been able to help you, but we face several restrictions on our service, be it the fact that we only carry goods from retailers to consumers (and thus a lot of the retailers’ policies interfere), or the international policies that restrict our scope of work. Please don’t hesitate to contact me anytime for any questions or if you need any help.

Thanks,
Feras,

Feras Hilal
Marketing Team Member – Online Conversationalist
Aramex International, Global Support Office

Tel: +962 6 5515111 ext. 1329
Fax: +962 6 5527461
aramex.com

i like the people working there but the Management sucks

personal opinion im still waiting for my shipment that they got on the 31st of August and until today its not here

Aramex won’t combine them together, I read that among the many documents that you have to sign to open the account. I’ll try to get the exact wording of the clause.

The status messages you will receive, in order:

Shipment Record Created – Full Record
Shipment Forwarded to – KWI,Kuwait

In one case, my shipment was forwarded to Dubai; that was a nice surprise. I guess flights are full this time of year.

Their SMS notification service stopped working during Ramadan, and I have my Zain line subscribed to it.

Still, its all we have until something better comes along.