1 reviews | Active since Aug 2016
Arrogant people work at DHL
<p>I had a parcel sent from Geneva on Saturday with the undertaking that it would be in Durban on Tuesday morning. In Tuesday morning, I got a call to "check my details" and upon enquiring was told that the parcel had just left Amsterdam. I asked to be put through to a supervisor but Kerusha decided to put the phone down mid-way through my conversation with her. It gets better. The parcel eventually arrived this morning but Robert Mkhize refused to wait 2 minutes for me to get home to sign for the parcel but had not had the courtesy to call me beforehand and make an arrangement for a suitable time to deliver. He then proceeded to have an argument with me because he didn't like the way to signed my name on his silly little tablet. You would honestly think that DHL were doing me a favour and not doing their job. I'm now waiting for the Customer Service Manager to get out of his "meeting" and return my call but I'm not holding my breath.</p>
Dear Clare,
Thank you for bringing the complaint to our attention.
I must apologize for the delay in getting your shipment delivered and the non service you have received from our Call centre as this is not the service we provide to our customers.
I have sent you an email to get more information on the shipment so that i can assist you with getting this resolved.
Kind Regards
Nicole Pietersen
Customer Care Executive Office
Dear Clare,
Thank you for bringing the complaint to our attention.
I must apologize for the delay in getting your shipment delivered and the non service you have received from our Call centre as this is not the service we provide to our customers.
I have sent you an email to get more information on the shipment so that i can assist you with getting this resolved.
Kind Regards
Nicole Pietersen
Customer Care Executive Office
Hi
The waybill number was included in my review so you should be able to pick it up from there. Otherwise I have no idea why the field exists. If the complaint process is as useless as the rest of my experience and you can't do so, then it is ********** 261. The package has been delivered but the manner in which I was treated in person and over the phone leaves MUCH TO BE DESIRED.
Regards
Hi
The waybill number was included in my review so you should be able to pick it up from there. Otherwise I have no idea why the field exists. If the complaint process is as useless as the rest of my experience and you can't do so, then it is ********** 261. The package has been delivered but the manner in which I was treated in person and over the phone leaves MUCH TO BE DESIRED.
Regards
Dear Clare,
I must apologize for the error on my side.
I am busy investigating with the DHL office in Durban on the delay. We are also looking into the incident with the call centre and will be attended too internally,
I will email you with further information.
Regards
Nicole Pietersen
Dear Clare,
I must apologize for the error on my side.
I am busy investigating with the DHL office in Durban on the delay. We are also looking into the incident with the call centre and will be attended too internally,
I will email you with further information.
Regards
Nicole Pietersen
Whilst I appreciate that you are probably just 'doing your job', your response to me on email to the effect that "I do understand your frustrations with the delay and we will ensure that going forward our service to our clients are more efficient on delivery" is actually pretty meaningless and therefore unacceptable. What I want is the following:
1. an explanation of why DHL thought that it would be ok to deliver outside of its SLA timelines
2. an exaplnation of why Kerusha thought it would be ok to put the phone down on me
3. an explanation of why the Customer Services Manager, Netesh, thought it would be ok not to return my call
4. an explanation of why Robert Mkhize thought it would be ok to arrive with no prior arrangement, refuse to wait 2 minutes for me to get home and then argue with me
Without that, I will be forced to assume that DHL believes that it can continue to BS its customers on the assumption that its brand will sustain it. I'm sure that Nokia thought the same thing. Good luck with the retrenchments.
Whilst I appreciate that you are probably just 'doing your job', your response to me on email to the effect that "I do understand your frustrations with the delay and we will ensure that going forward our service to our clients are more efficient on delivery" is actually pretty meaningless and therefore unacceptable. What I want is the following:
1. an explanation of why DHL thought that it would be ok to deliver outside of its SLA timelines
2. an exaplnation of why Kerusha thought it would be ok to put the phone down on me
3. an explanation of why the Customer Services Manager, Netesh, thought it would be ok not to return my call
4. an explanation of why Robert Mkhize thought it would be ok to arrive with no prior arrangement, refuse to wait 2 minutes for me to get home and then argue with me
Without that, I will be forced to assume that DHL believes that it can continue to BS its customers on the assumption that its brand will sustain it. I'm sure that Nokia thought the same thing. Good luck with the retrenchments.
Dear Clare,
I have sent your concerns to the DHL office in Durban and will advise you as soon as i get the feedback.
Regards
Nicole Pietersen
Dear Clare,
I have sent your concerns to the DHL office in Durban and will advise you as soon as i get the feedback.
Regards
Nicole Pietersen