I am experiencing one of the worst delivery situations I have ever encountered, involving Aramex and NBD.
My bank shipped my credit card in late August last year, providing Aramex with my email address and two physical addresses (home and work in Fujairah). Unfortunately, my phone number had changed from a tourist SIM to a permanent one. Although I updated my new number in the bank’s system, NBD—despite its already poor customer service—failed to update the phone number in the shipment details provided to Aramex.
Instead of attempting to contact me via email or delivering the card to either of the provided addresses, Aramex chose to return the shipment after approximately 60 days, citing their internal policy.
After many unsuccessful attempts to resolve the issue, I personally visited the bank branch in Fujairah. A banker contacted NBD and explained the situation, after which a new credit card was issued. However, once again, the bank failed to update my phone number in the shipment system. As a result, the exact same problem occurred.
The replacement card was shipped on January 9, 2026, and to this day, I still have not received it—despite multiple follow-ups with the bank regarding the delay.
Eventually, I managed to reach a knowledgeable customer service representative at the bank who investigated the matter properly. They confirmed that NBD never updated my phone number in the shipment with Aramex and provided me with the tracking number. Upon checking the tracking status online, I discovered that the shipment is still marked as “in transit” and has never reached Fujairah, even though Aramex has my full home and work addresses and my email address.
What is most frustrating is Aramex’s response through their online help system using the provided tracking number, which I also provide to them. They insist that if the phone number is not updated by the bank, they will not deliver the card. If the customer has the tracking number and provided Aramex with it, along with an updated phone number, wouldn't that be enough to look into the situation???
This is frankly unacceptable and outdated. We are in the 21st century—why does Aramex refuse to use alternative contact methods such as email or physical address, both of which were provided from the beginning? Also, the updated phone number from my side, insisting that only until the bank updates it in its shipping system, which has been now two days and the bank hasn't!!!
Additionally, Aramex does not offer a proper, accessible customer service line. Their nonstandard phone system is extremely difficult to use, even with a postpaid line, making it nearly impossible for customers to resolve urgent issues directly.
This entire experience reflects a serious lack of coordination, accountability, and modern customer service standards—on the part of both Aramex and NBD.
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