Hellopeter
Share Your Experience

1 reviews | Active since Mar 2017

18 Sept 2017, 09:25

Customs Clearance Delay

My parcel arrived from Canada in almost 1 day to South Africa. Since then I'm seeing messages on their website saying that there is a Customs delay. First day I phoned they said I must pay a fee and send it to specific address, which I did. Third day I phoned, they couldn't find the payment and couldn't allocate the payment to the parcel. I send it again. Fourth day, their system was down. Fifth day it was at customs. Sixth day it seems that it is delayed due to NRCS audit. All this time, I didn't receive one call or email from DHL. All I know is that there is a clearance delay according to their website. I'm now waiting for somebody yo call me from Customs. I think it will take months.... I will keep everybody posted

0
Replies (2)
DHL Express
DHL Express's reply18 Sept 2017, 09:41
Official

Dear Ender,

Thank you for taking my call.

Please accept my sincerest apology for the way we have handled your shipment. I did receive your complaint and looking into it, I am personally investigating what transpired and will put measures into place to ensure that same does not happen again.

As discussed, please allow me some time to investigate the matter and try and get your shipment cleared and delivered the soonest.

Please expect an email from me shortly.

Kind regards.

Avery Visagie

Customer Care Executive

's update20 Sept 2017, 20:45
Reviewer Update
Update as promised. Avery did call me. After about 3 days he found out what I wrote in the above description is correct. I received a phone number and email address of the NRCS (National Regulator for Compulsory Specifications) and a good luck, I hope this helps. The parcel consists of vacuum tubes for amplifiers. There are probably millions of vacuum tubes in South Africa. So, I need to pay NRCS about R2000, get my tubes tested and get a letter of authorization in order for the tubes to be released. How idiotic is that. DHL doesn't even know what NRCS is. The customs guys, no comment, only thing I can say is esshhhh. So, since no sane person would go the NRCS route, I asked for the shipment to be returned to Canada so that I can at least get my money back. It seems that is not easy either. Customs it seems won't allow the parcel into the country but won't leave it out of the country either. Like Hotel California. DHL is not sure either, but they will do their best.... Will keep everybody updated.