1 reviews | Active since Aug 2015
Clearance event
<p>I was sent a birthday present from a friend in NZ that was set to arrive 30/06/2016, it never arrived and the only change listed on the tracking page was "Clearance event" and the date. Phoned customer service today and apparently thats my own fault because it didn't have my contact information listed, so they couldn't phone to tell me there are additional customs fees outstanding. If I hadn't contacted DHL CS what would have happened to my parcel, would it have stayed in customs limbo?</p> <p> </p> <p>It's completely unacceptable that, as a courier company, DHL was happy to let my parcel sit in customs while making no effort to contact and inform me that additional steps were required. If there are additional costs that need to be settled before customs releases a parcel in your care you have an obligation to your customers to ensure that you pass on that information as soon as possible. I'm incredibly disappointed with the service I receieved and I'm still waiting for that info to be emailed to me.</p>
Dear Jessica,
Thank you for bringing this complaint to our attention.
Please be advised that i will be investigating with our Imports Department on the shipment and i will email you the relevant information.
Kind Regards
Nicole Pietersen
Customer Care Executive Office
Dear Jessica,
Thank you for bringing this complaint to our attention.
Please be advised that i will be investigating with our Imports Department on the shipment and i will email you the relevant information.
Kind Regards
Nicole Pietersen
Customer Care Executive Office
Dear Jessica,
As per our email conversation i will submit the payment to customs on Monday and will advise you on the progress as soon as i have feedback.
Regards
Nicole Pietersen
Customer Care Executive Office
Dear Jessica,
As per our email conversation i will submit the payment to customs on Monday and will advise you on the progress as soon as i have feedback.
Regards
Nicole Pietersen
Customer Care Executive Office
Dear Jessica,
Shipment has been submitted to customs we are just waiting for the release from customs to arrange the delivery.
Regards
Nicole Pietersen
Customer Care Executive Office
Dear Jessica,
Shipment has been submitted to customs we are just waiting for the release from customs to arrange the delivery.
Regards
Nicole Pietersen
Customer Care Executive Office
DHL may have some issues when it comes to their existing processes and relationship with SA customs but their customer service is completely next level, amazing. My issue was immediately addressed via email and a solution outlined, the CS agent I spoke with updated me at every step and went out of her way to ensure that my parcel would be cleared and on its way to me as soon as possible. I'm really impressed with the service I received and I would hug that CS agent if I could.
DHL may have some issues when it comes to their existing processes and relationship with SA customs but their customer service is completely next level, amazing. My issue was immediately addressed via email and a solution outlined, the CS agent I spoke with updated me at every step and went out of her way to ensure that my parcel would be cleared and on its way to me as soon as possible. I'm really impressed with the service I received and I would hug that CS agent if I could.