1 reviews | Active since Dec 2019
Atrocious Service & Unnecessary Delays
I hate to have to write this -- I really do -- but this has just gone too far.
This afternoon I received a SWH letter regarding my parcel that has been sitting with DHL for the last month informing me that it has been moved today to the States Warehouse. I do not understand why this has happened as I have provided every piece of documentation that has been requested of me in a timely manner.
My parcel arrived in South Africa on 24 November 2019. I did not receive a call from a DHL representative until 2 December 2019. On 3 December 2019 I was asked by Tebogo to provide further details regarding my parcel which I did immediately.
On 5 December 2019, she acknowledged my submitted documentation, noting that it was "well received" and asked for my ID number so she could proceed with clearance. I sent it immediately, and she acknowledged it.
On 11 December 2019, I was contacted again by Tebogo and asked to provide a revised invoice. I sent it on 12 December 2019 and Tebogo confirmed receipt of it a few hours later.
I have not heard from her since.
I emailed her on 20 December 2019 and 23 December 2019 asking for updates. As both emails were ignored, I phoned DHL Express again and asked for a status update. I was told Tebogo is on leave and my case had been passed onto another advisor (I did not get their name). I was then told that there was an invoice that needed to be sent to me. I was told it would be emailed immediately and it was not.
I phoned back again on 24 December 2019 and only then was the invoice sent to me. The invoice itself was dated 24 December 2019.
I was unable to make payment on the portal, so I immediately phoned customer service again and was redirected to an Invoicing Clerk who provided me with DHL's EFT banking details. I made payment ten minutes later and sent proof through to her. She acknowledged the proof of payment and said she would forward it along to Tebogo. I also sent further proof of payment to Tebogo's email.
I find your latest email, regarding what you call my "failure to comply", an insult. First, it is dated 25 December 2019 and I only received it today, 15:16pm on 30 December 2019. Second, I have provided every bit of information I was asked for in a timely manner.
Never, in any of the communication I received from DHL, was I told that my parcel was being "Detained by Port Health" like the email suggests. I was told that the problem with my parcel was its incorrect invoice, which I helped correct by sending all the details regarding it. I also provided a full list (including pictures) of every single item in the box!
I would like to know why my parcel was not dealt with efficiently. I made payment to DHL on 24 December 2019 (a week ago!). Why has nothing been done with that payment? Where is that payment sitting?
It concerns me greatly that I am no longer able to track my parcel. I would like to know where I can receive updates regarding it. When will I finally be able to receive my parcel?
Why did it have to get to the point that this parcel has moved to the States Warehouse when I have done nothing but comply with every request made by the various DHL individuals I have spoken to?
Thank you for writing to us.
Please accept my sincere apology for the inconvenience and undue frustration that may have been caused by this matter.
I have received your complaint. Please allow me some time to look into the matter and get it resolved.
Please expect updates from me shortly.
Kind regards.Avery VisagieCustomer Care Executive
Thank you for writing to us.
Please accept my sincere apology for the inconvenience and undue frustration that may have been caused by this matter.
I have received your complaint. Please allow me some time to look into the matter and get it resolved.
Please expect updates from me shortly.
Kind regards.Avery VisagieCustomer Care Executive
Thank you for the response. I spoke to several DHL staff members again on 31 December 2019, and I would just like to updated you on my latest communication with them regarding my parcel: ***.
On 31 December 2019 I spoke to Mpule (I'm unsure of spelling here) who informed me that the individual now in charge of my case file is Lenora. She also informed me that I had an outstanding penalty fine, which I had no idea about. She said that the invoice that included the penalty had been sent to DHL from customs on 20 December 2019. The invoice I received on 24 December 2019 did not include the penalty, nor did it include any mention that a second invoice would be sent including one.
How am I supposed to know that I have an outstanding invoice when no one bothered to send it to me?
When I tried to enquire with both DHL representatives about why I was sent an incorrect or incomplete invoice, I was simply told "I don't know."
I spoke to Lenora a little bit later on 31 December 2019 and she forwarded along a new invoice which included the penalty amount and a DHL processing fee. I was disgusted at the processing fee. I do not think it is right that I had to pay for the terrible service that I have received the last several weeks from your company, but I made payment anyway to help speed up the clearance process. Lenora received my payment and she told me she allocated it to my parcel on 31 December 2019.
I am awaiting further communication from her, which she said would take place today.
Do you have any updates regarding my parcel?
How does something like this happen? How can your company send a customer an email telling them that their "failure to comply" with DHL's requests are the reason that their parcel has been sent to the States Warehouse for destruction when, in fact, the only problem with their parcel lies with DHL itself.
The delay in my parcel has been caused by the continuous lack of communication I have received from DHL. My parcel was sent to the States Warehouse because of the incompetence of your staff and their inability to send me the correct documentation regarding my parcel.
Why was I never told that I had only made half a payment? Why did no one send me the correct invoice? Why did I have to phone and ask for my invoice, and then get sent the wrong one?
I would also like to bring your attention to the fact that I sent an email on 30 December 2019 which included a message almost verbatim to the one I posted on hellopeter that you responded to. In it, I asked for assistance with my parcel and I have had no response from any of the recipients. The individuals/email addresses I sent it to were: Enos Rakoma, Tebogo Ntlebi, Dudu Mbatha, customer services, and clearance queries.
I look forward to hearing from you again.
RegardsJustine
Thank you for the response. I spoke to several DHL staff members again on 31 December 2019, and I would just like to updated you on my latest communication with them regarding my parcel: ***.
On 31 December 2019 I spoke to Mpule (I'm unsure of spelling here) who informed me that the individual now in charge of my case file is Lenora. She also informed me that I had an outstanding penalty fine, which I had no idea about. She said that the invoice that included the penalty had been sent to DHL from customs on 20 December 2019. The invoice I received on 24 December 2019 did not include the penalty, nor did it include any mention that a second invoice would be sent including one.
How am I supposed to know that I have an outstanding invoice when no one bothered to send it to me?
When I tried to enquire with both DHL representatives about why I was sent an incorrect or incomplete invoice, I was simply told "I don't know."
I spoke to Lenora a little bit later on 31 December 2019 and she forwarded along a new invoice which included the penalty amount and a DHL processing fee. I was disgusted at the processing fee. I do not think it is right that I had to pay for the terrible service that I have received the last several weeks from your company, but I made payment anyway to help speed up the clearance process. Lenora received my payment and she told me she allocated it to my parcel on 31 December 2019.
I am awaiting further communication from her, which she said would take place today.
Do you have any updates regarding my parcel?
How does something like this happen? How can your company send a customer an email telling them that their "failure to comply" with DHL's requests are the reason that their parcel has been sent to the States Warehouse for destruction when, in fact, the only problem with their parcel lies with DHL itself.
The delay in my parcel has been caused by the continuous lack of communication I have received from DHL. My parcel was sent to the States Warehouse because of the incompetence of your staff and their inability to send me the correct documentation regarding my parcel.
Why was I never told that I had only made half a payment? Why did no one send me the correct invoice? Why did I have to phone and ask for my invoice, and then get sent the wrong one?
I would also like to bring your attention to the fact that I sent an email on 30 December 2019 which included a message almost verbatim to the one I posted on hellopeter that you responded to. In it, I asked for assistance with my parcel and I have had no response from any of the recipients. The individuals/email addresses I sent it to were: Enos Rakoma, Tebogo Ntlebi, Dudu Mbatha, customer services, and clearance queries.
I look forward to hearing from you again.
RegardsJustine