Bad Customer Service & no satisfaction or shipment

14 November 2025

Hello Peter Customer Relations Department [DHL/RLA/SARS – as appropriate]

Subject: Formal Complaint – Unacceptable Delay of Shipment (14 Weeks) and Resulting Business Loss

Dear Hello Peter,

I am writing to lodge a formal complaint regarding the egregious mishandling of my shipment, which has now been delayed for fourteen (14) weeks. The sequence of failures that led to this situation is as follows:

1. *Initial Issue with RLA* – I reported a problem with the consignment to RLA, but the matter was not resolved, resulting in me having to visit SARS branch twice. 2. *Mr Martin Coetzee’s Response* – When I escalated the issue, Mr Coetzee informed me that it was “not his department” and that he could not assist further. After release of my stock, still couldn't assist, its not his department once again. 3. *SARS Intervention* – SARS subsequently confirmed that DHL is my designated clearing agent and that the EDI code submitted for the shipment was incorrect. 4. *Paid Penalties* -After paying penalties for DHL'S incompetence, I am still waiting for my stock 2 weeks later.

The cumulative effect of these errors has left me without the stock required to conduct business, causing a complete loss of the current season’s sales and jeopardising future opportunities. The lack of communication and the apparent indifference displayed by DHL have been both disappointing and unacceptable.

I will never use DHL as my service provider again.

Yours sincerely,

Alida Prinsloo