Rant of the week: ARAMEX (A courier company, apparently)

[Halcyon]

EEVblog needs a rant section.

If you're a business that relies on couriers, then I'd suggest don't ever, even consider, using Aramex. (They seem to operate worldwide.)

Over two weeks ago, I was expecting a parcel to be delivered between Brisbane and Sydney. By ordinary post, this might take a day or two, maybe three tops. But the timing is not my concern since it wasn't urgent.

Aramex contacted me via SMS asking for additional delivery information, so I called their main number and provided said details. Then nothing for about a week, so I followed up. Around we went again, I provided them the details they asked for a second time and was assured that the package would be delivered "urgently". Days went by, no delivery. Then I got notified that it was being "returned to sender", so on the phone to them a third time, and yet again, provided them the details they needed and they said they would contact the depot to arrange delivery to where it was supposed to go.

Today marks 19 days since the package was shipped, and I guess it comes as no surprise, it ended up right back where it began.

On top of all this, their online chat is absolutely useless. On one occasion, I waited nearly 1.5 hours for an agent, nothing. It's quicker to wait the 30 minutes on-hold, on the phone.

You might say, well this is just an isolated incident and no one is perfect, sure, I'd normally agree, however the reviews online are just as negative. On Trustpilot, out of 1030 total reviews, 96% are of the lowest tier. Less than 5 percent of all the reviews are 3 stars or above.

[Someone]

Rebranding of a garbage tier logistics group:
https://en.wikipedia.org/wiki/Fastway_Couriers

[AVGresponding]

EEVblog needs a rant section.

Motion seconded!   

I have a feeling that couriers would be a popular topic...

[coppice]

Rebranding of a garbage tier logistics group:
https://en.wikipedia.org/wiki/Fastway_Couriers

According to that wikipedia page is was a takeover, rather than a rebranding. For a pure rebranding of a logistics company with a bad reputation see Hermes becoming EVRi in the UK.

[Someone]

Rebranding of a garbage tier logistics group:
https://en.wikipedia.org/wiki/Fastway_Couriers

According to that wikipedia page is was a takeover, rather than a rebranding. For a pure rebranding of a logistics company with a bad reputation see Hermes becoming EVRi in the UK.

If you buy a large company, and change little more in the operations other than the branding thats effectively a rebrand (forced by corporate overlord). The ridiculous corporate structure and operational methods (which produce the famously poor reliability) did not change as far as I know.

[Nominal Animal]

Ah, the PostNord of the Southern Hemisphere.

Here, PostNord couriers are well known for their reluctance of stepping out of their vans.  They prefer to stop only for long enough for the GPS to show they're at the location, then mark the delivery as failed, and speed off, so that the recipient has the privilege of collecting the package from their warehouse half an hour to a hour drive away.  If you don't have a car, expect to spend a couple of hours each way getting there and back, even in metropolitan greater Helsinki region with excellent public transport.

[tggzzz]

Rebranding of a garbage tier logistics group:
https://en.wikipedia.org/wiki/Fastway_Couriers

According to that wikipedia page is was a takeover, rather than a rebranding. For a pure rebranding of a logistics company with a bad reputation see Hermes becoming EVRi in the UK.

You misspelled Herpes and Nevri. Having said that, they've never been a problem for me.

I suspect the perceived quality is determined by the last mile employee and hence the delivery depot ethos.

[Stray Electron]

Ah, the PostNord of the Southern Hemisphere.

Here, PostNord couriers are well known for their reluctance of stepping out of their vans.  They prefer to stop only for long enough for the GPS to show they're at the location, then mark the delivery as failed, and speed off, so that the recipient has the privilege of collecting the package from their warehouse half an hour to a hour drive away.

    Up until I refused to use them any longer that was how UPS operated in the U.S.  I've had to go to their distribution hub dozens of times to retrieve packages.  I finally set up an account with FedEx about 20 years ago and would give the account number to anyone that was shipping packages to me and I never had a problem with them.  But sending and receiving packages with UPS was a constant headache. In truth I rarely see a UPS truck on the road any more and I used to see them everyday.

[TimFox]

That must depend on the US region.
In Chicago, I prefer UPS over its competitors.

[Nominal Animal]

I've only gotten good service from UPS and FedEx here, thus far.  It would be even nicer if they could give a narrower delivery timeframe, but I fully understand why they cannot, so I don't count that against them at all.  No complaints.

I have package drop points all around me.  For non-courier/pick-up-point deliveries, only PostNord manages to pick the one that is geographically within the 5 km disc (but with at least four others even closer), and takes as long to walk to than drive/take the bus to, because of the U-shaped route to the pick-up point.  It is almost as if they get sexual gratification from screwing with the deliveries as much as they possibly can.  A South Park episode about cable TV companies comes to mind...

[SiliconWizard]

Over here, UPS has been best as well.

[ArdWar]

Lol, here UPS is a gamble which local courier they subcontract will do the actual last mile delivery, and whether they will charge additional $30 to the package receiver.

On the other hand FedEx managed to miss a whole skyscraper as delivery address, it took me a while to process what "address not found" exactly mean on their tracking site.

[Rick Law]

Even USPS (postal service) isn't doing so well here in the USA..  FedEx hasn't failed me personally yet, but on occasion, I do get UPS and/or FedEx package dropped at my door while they are addressed to my neighbours to my left or right side.

I don't think it is a problem limited to shipping and delivery.  I think this is a "quality of employee" problem.  In a developed economies, there is a certain expectation and requirement on staff performance level.  Now that necessary minimum is too often not met.

There is a lack of desire to "do a good job and do so with pride" from too many.  Rather, what I often see is employees just going through the motions.  My recent experiences lead me to think that conscientious employees are far outnumbered by the "physically present but mentally absent" kinds.

As a first level manager back about 4 decades ago, many of my staff are college new hires on their first job.  To succeed, I learned to anticipate where they will likely drop the ball before they actually drop it.  Thus, I can do proper follow-ups to avoid drop balls, plus a contingencies already in-mind should they become necessary.  In everyday life today, that skill is necessary just to ensure the service provider understand you are requesting, regardless of how simple the request might be.  From check-out clerks at the grocery, to appointment schedulers working for your doctor, error rate is far too high.

I have many examples with possibly far greater negative impact than a returned package had it not be caught...  But this reply is not about my problems.  I am  just voicing my observation and disappointment about how people don't care about doing their job well.

[EEVblog]

Aramex contacted me and said they give me betetr rates then Sendle or Australia Post that I use for local stuff. So I signed up and got the prices into my system. Nope, diidn't match or beat Aus Post or Sendle on anything so I haven't used them.
I did like how you knew exactly who your local driver was with a photo etc.

[Mr.B]

Aramex are one of the worst courier companies, if not the worst, in New Zealand. It can take them 10 to 12 days to move a parcel from Nelson to Christchurch, less distance than Melbourne to Sydney. Most other couriers are overnight for that service unless you specifically go cheap and opt for their 2 day service. As such, New Zealand Couriers and NZ Post will often just ship it overnight regardless of the 2 day price.
On top of their incredibly slow service, more than 50% of Aramex parcels are delivered badly damaged.
Most people in New Zealand actively avoid Aramex.

[5U4GB]

Problem with Aramex is that some systems like NZ's TradeMe give users the choice of different couriers like NZ Post and Aramex, and since Aramex manage to undercut NZ Post by a few tens of cents everyone chooses them because they're first on the list when ranked by price.

But yeah, Aramex are pretty bad in general.  If you're lucky the local contractor will be fine, and we used to have one who was pretty good, but they seem to attract more complaints than any other company.  I occasionally have informal races between who's faster, Aramex from the other side of town vs. Cainiao from Heilongjiang in China.  It's usually a close call.

[Siwastaja]

Ah, the PostNord of the Southern Hemisphere.

Here, PostNord couriers are well known for their reluctance of stepping out of their vans.  They prefer to stop only for long enough for the GPS to show they're at the location, then mark the delivery as failed, and speed off, so that the recipient has the privilege of collecting the package from their warehouse half an hour to a hour drive away.  If you don't have a car, expect to spend a couple of hours each way getting there and back, even in metropolitan greater Helsinki region with excellent public transport.

And this is all enabled by people allowing it happen. If people just contacted the seller of the goods that the goods failed to get delivered and refused to pay to the original seller (e.g., by disputing the bill, or by contacting the bank regarding unfounded credit card access), the whole business of these PostNords would be over in less than two weeks since no one would use them anymore.

Heck, even if 10% of customers did that we would have no problem, but 99.9% of people accept criminal-level behavior, especially if it's coming from a corporation instead of individual. I mean, what you describe about intentional GPS track manipulation without actual attempt of delivery is clearly fraud or petos.

[Psi]

ah yes, fastway/ARAMEX.

Don't use them.
They're like meth,  not even once.

[Halcyon]

ah yes, fastway/ARAMEX.

Don't use them.
They're like meth,  not even once.

As a recipient, you don't always get a choice.

But yes, I've has a total of two experiences with them so far, and both times, they've failed to deliver the package correctly. Why even bother picking it up? Just say you did, it has the same result at the end of the day.

[tggzzz]

I don't think it is a problem limited to shipping and delivery.  I think this is a "quality of employee" problem.  In a developed economies, there is a certain expectation and requirement on staff performance level.  Now that necessary minimum is too often not met.

Many people want to do a good job, but are prevented from doing that by the performance-related metrics and micromanagement.

One example is that, infamously, Amazon's performance targets require their people to piss into drinks bottles rather than go to a restroom.

[SeanB]

Funny by me they bought Berco, and in general they are a reasonable courier, though there are cheaper ones, like TheCourierGuy and BOBshop, who can offer a slightly cheaper service, but they are also the backbone of a good number of other delivery companies as well, and they tend to be reasonable with on time and correct delivery, though that is more because no courier here will drop off a parcel without acceptance, as they would have close to 100% loss rate. Used them for many years, before the Aramex rebrand, and they are pretty good in certain areas, and not so good elsewhere, simply because of the far side second courier that are used. But at least are reasonable for international, so they are used instead of the other 2, Fedex or DHL, as those are much more focused on business to business, instead of customer side. They also are one of the 3 that Amazon uses for delivery, seeing as Mr Delivery is now owned by the incumbent Takealot, the competition to Amazon, and having a lead in market acceptance, plus they do all the fast food deliveries that Uber does not do.

Last but not least do not ever use SAPO, bankrupt, 6 months minimum time for a letter in the same post office, and they live up to their motto, "We deliver, whatever we do not take", and parcels are often stuck in limbo for up to 3 years waiting clearance at the only customs entry point, before vanishing into a pile at one of the depots. Even the Speed Services side (supposed to be up to a 3 working day delay at most counter to counter) will lose things, take months to deliver, and will often send a post card to you (with that 6 month wait for that to be delivered) about it being at an office, even if you paid for door to door delivery.

Fastest is 60Sixty, who does the home deliveries for Shoprite Checkers, though I have seen a few deliveries that were going to be very delayed, seeing as the driver had been collected by a vehicle, as they ignored traffic lights. Apply at your nearest store, with a false ID, preferably as illegal resident, and with driving ability not needed, on the job training provided by getting on the bike and starting it.

[5U4GB]

I stand corrected, there's always a service that's worse than Aramex.  We had a package that had made it, via SAPO, all the way from the other side of the world to Heilbron (small town in the middle of nowhere) where the postal employees recorded it as being back on the truck to Johannesburg at which point it became an unclaimed package that they could loot at their leisure. The local postal service tracked it down (somehow) whereupon it was magically "rediscovered" by the SAPO employees and delivered.  So it made it, I dunno, 15,000km and then was in the process of getting stolen at the very last step before being delivered.

[Halcyon]

I stand corrected, there's always a service that's worse than Aramex.  We had a package that had made it, via SAPO, all the way from the other side of the world to Heilbron (small town in the middle of nowhere) where the postal employees recorded it as being back on the truck to Johannesburg at which point it became an unclaimed package that they could loot at their leisure. The local postal service tracked it down (somehow) whereupon it was magically "rediscovered" by the SAPO employees and delivered.  So it made it, I dunno, 15,000km and then was in the process of getting stolen at the very last step before being delivered.

Perhaps if these companies were held to more account, then they might care a bit more. Compensation for late, or failed delivery etc...

[5U4GB]

Perhaps if these companies were held to more account, then they might care a bit more. Compensation for late, or failed delivery etc...

SAPO is South Africa Post, the concept of holding them to account... maybe the SANDF could hold them to account, but then you'd need to find something capable of holding the SANDF to account.  When you've got rampant corruption and state capture of everything there's not much you can do.

[tom66]

Rebranding of a garbage tier logistics group:
https://en.wikipedia.org/wiki/Fastway_Couriers

According to that wikipedia page is was a takeover, rather than a rebranding. For a pure rebranding of a logistics company with a bad reputation see Hermes becoming EVRi in the UK.

You misspelled Herpes and Nevri. Having said that, they've never been a problem for me.

I suspect the perceived quality is determined by the last mile employee and hence the delivery depot ethos.

Yeah - Evri in the UK is very dependent upon who does your local area since there are usually only a couple of people for every small town.

Around here they're perfectly acceptable.  I wouldn't call their service excellent, they usually don't knock and just leave packages behind the bin, but they are at least delivering the stuff.

I've heard nightmare stories from people who live in more rural areas where the courier would have to drive 10 miles out of their way to deliver something. They are normally only paid per delivery, so it's simply not worth doing.  Those packages get marked as 'unable to deliver' repeatedly.