Complaint - Poor Service DHL Express

AWB: ***

I am very dissatisfied with the service i received today. My parcel was sent through DHL Express. I paid the import tax duties. I waited the whole day for delivery only to find out that my parcel is pending customs. I had to call in MYSELF to find out what is going on NOBODY bothered to contact me from DHL EXPRESS to tell me what information and documentation is required.

I chat online with a support person who couldn't tell me what the information required is and insisted that i call the Customs call centre. I called the call center, on my first 2 attempts i spoke to Tshegofatso who after a while told me what the information required is, i told her i need my parcel processed urgently as i need it ASAP and she assured me i would receive an email before close of business. I waited and waited when i realised its getting late i called at 16:30pm and spoke to Nthabiseng who eventually sent me the email and asked me to forward back the details to Teboho Legodi

What upsets me is that: Since 2018 i have received the same type of shipment ( even last month ) and i have never had any issues. If Teboho is the one handling my case, why did i not receive any communication from him or her? Is it not DHL Express that is supposed to communicate with the client? When i track my parcel online the last update was at 01:50am. Why did no one contact me first thing in the morning to tell me what the hold up is so that i supply whatever information immediately? After numerous attempts from MY side, i eventually received assistance at 16:30pm .. 30 minutes to close of business. Meaning that my case will "probably" be dealt with the following day and delivery futher DELAYED. I don't even know when i will receive my parcel, this has caused me a huge inconvenience.

For all my international shipments I've only used DHL Express. I'm extremely unhappy with the service i have received and will not be using your services in future.

Also, your call centre agents need EXTENSIVE training on telephone etiquette and customer service.