Bad customer service

Thank you for your response on 30 May, where you stated that the matter would be resolved promptly, that the appropriate department had already been engaged, and that you would follow up with me on Monday.

Unfortunately, nearly two weeks after that response, and a month since DHL collected our shipment, our laptop still has not been delivered.

The reality is that DHL’s actions have not matched the assurances provided in this response. We have had to make countless phone calls, send numerous emails, and repeatedly follow up ourselves just to obtain updates. These efforts have yielded very little progress.

What is particularly frustrating is that after being assured that DHL was actively working to resolve the matter, I later received communication indicating that I needed to deal directly with ITAC myself. When I subsequently asked DHL what specific actions were being taken by the team to resolve the issue, my email was simply ignored.

This laptop is critical to our work, and the ongoing delay is costing us money every single day. Beyond the financial impact, the situation has become emotionally draining. No customer should have to spend this much time chasing updates on a shipment that has been in DHL’s possession for a month.

At this stage, I am not looking for another apology or another promise that the matter is being investigated. I am looking for accountability, transparency, and most importantly, a resolution.

Based on my experience so far, I cannot say that DHL has demonstrated the level of service or commitment that was promised in this response.