Security camera footage showed the courier throwing the parcel. Photo: Screenshot of supplied video.
A Griffith customer says she was shocked at the “unprofessional” response by delivery company Aramex after complaining about a courier throwing a parcel towards a front door.
A text exchange seen by Region shows expletives exchanges by both the customer and an Aramex representative, who concluded the conversation by saying “F*** you too. Pity for your lifeless life for a parcel you’re making a drama”.
The saga began when Jana Favero ordered a package to be delivered to her mother’s house in Griffith.
Security camera footage showed the courier tossing it from a distance rather than placing it down.
“I was really upset because the parcel was a book about how to deal with grief,” Ms Favero said.
“So it had sentimental value, which is why I was upset and angry. I’d been waiting for it; to see it delivered like that, I was not impressed. The book could have been damaged.”
Ms Favero posted the video to the Griffith Community Noticeboard Facebook page, where it received more than 250 reactions and many comments from others also complaining about Aramex’s service.
The Griffith customer also made a complaint to Aramex, after which she was put in touch with an Aramex customer representative, who requested Ms Favero send them the video. The pair then had a text message exchange.
“I just saw this video u sent me in Facebook. Any issue you should tell us directly not in Facebook. I know drivers mistake but if you need an answer kindly refer us not Facebook,” the Aramex customer representative said.
The exchange then got heated and concluded with the Aramex representative using the F-word.
“I was cranky, so I got a bit rude. But it’s an unprofessional response from them,” Ms Favero told Region.
Region contacted Aramex head office and asked for its response to both the Aramex representative who swore in the text message and the courier who threw the parcel.
“Thank you for bringing these incidents to our attention. We take customer complaints seriously and we are disappointed our high standards of service and professionalism have not been upheld,” Aramex Australia Country Manager Erika Newman said.
“The behaviour shown in the video is unacceptable and does not reflect our values.
“We’re speaking with the courier involved to address this, and we apologise to the customer.
“Regarding the inappropriate text exchange, this is not an acceptable way to respond to customers, despite the aggressive language and customer abuse that prompted it.”
Region also asked Ms Newman why Aramex had such a poor average rating according to online reviews.
“Online reviews are just one aspect of customer satisfaction measures we monitor.
“Direct customer feedback, delivery timeframes, successful resolution of any issues and the ongoing use of our service are all reviewed regularly to look for continual improvement.
“Our team is focused on delivering a quality service and working closely with customers to resolve any concerns quickly.
“Aramex is committed to delivering reliable, high-quality service in the Riverina and throughout Australia. It’s the busiest time of the year for our couriers and we are working hard to deliver and meet customer expectations. We are truly grateful for the support and patience of our customers.”
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