I’ve been with Aramex Shop&Ship for 17+ years and spend tens of thousands of USD annually. For the last two years, the service has collapsed into a pattern that is impossible to ignore:1) Double charging & cash at the doorDrivers repeatedly demand cash even when the shipment shows “paid” online. I’ve provided proof many times; refunds haven’t materialized.2) Destruction of entire shipmentsIf one item is flagged “unacceptable,” they destroy the whole shipment instead of splitting it — while refusing to send photos so I can remove or replace the problem item.3) Pricing & packing practicesFees have surged. Small items arrive in oversized boxes, inflating volumetric weight and costs.4) Chronic delays & misdeliveryWeeks between arrival at their US/UK/Italy addresses and outbound flights. Then further delays in Dubai, plus wrong deliveries.5) IT failures that block payment — then blame the customerAutopay stops working; account access fails; dashboard shows no data; yet couriers still demand cash.6) “Premium” in name onlyFor my spend, I’d expect priority handling, meaningful discounts, and a direct escalation path. Instead, I’ve been passed from agent to agent with no senior management call despite months of requests.Important for UAE customers: • Customs duty: Since 1 March 2023, courier shipments valued under AED 970 are exempt from customs duty. Charging duty on those shipments is not compliant with current UAE rules. • VAT (5%): Still applies to all shipments, but must be transparent and correctly calculated — not buried in “fees.”What I expect from Aramex/S&S now: • A complete audit from Jan 2023 to present of: • duty charged under AED 970 (to be refunded), • cash collected at delivery when online payment had already posted (to be refunded), • destroyed shipments without itemization/photos (to be compensated). • Proper, itemized monthly statements. • A senior management call and operational fixes so I no longer need to micromanage a service I pay heavily for.After 2 years of this, I’m actively testing alternatives. I’d love to keep a 17-year relationship, but only if trust — and basic compliance — are restored.
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