MG
Mo G
1 reviews | Active since Sept 2020
19 Sept 2020, 08:59
Appalling customer care- DHL
I have previously used DHL's services with no complaints but was recently appalled by their unacceptable service. DHL failed to deliver a shipment sent from East London to Maseru on 31 July 2020 and never communicated with the sender that there was any outstanding information until we tried to trach the package. It took endless calls, emails and being sent through numerous consultants to eventually get the package back and an even longer battle to get a refund of the shipment costs. The refund was only made today the 19th September 2020. What appalling service!
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DHL Express's replyOfficial
19 Sept 2020, 14:10Good day Mo Gwintsa, Thank you for posting to DHL Express. We apologise regarding the inconvenience this matter has caused you . The shipment was delayed with Export Customs for clearance . In as much as we endeavour for positive Customer experiences , we do not control the Customs clearance process. This process is controlled and regulated by government officials in each country . The refund payment could only occur once the shipment has been released by Customs and returned back to you. We have taken into consideration your comments and assure you we will closely into process to ensure the correct measurements are in place to provide a better Service in future . I do hope all was received in good order . If there is anything else, please feel free to contact me and I will gladly assist. I will await for your response
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
DHL Express's reply19 Sept 2020, 14:10
Official
Good day Mo Gwintsa, Thank you for posting to DHL Express. We apologise regarding the inconvenience this matter has caused you . The shipment was delayed with Export Customs for clearance . In as much as we endeavour for positive Customer experiences , we do not control the Customs clearance process. This process is controlled and regulated by government officials in each country . The refund payment could only occur once the shipment has been released by Customs and returned back to you. We have taken into consideration your comments and assure you we will closely into process to ensure the correct measurements are in place to provide a better Service in future . I do hope all was received in good order . If there is anything else, please feel free to contact me and I will gladly assist. I will await for your response
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa