zA
zahraa A

1 reviews | Active since Feb 2015

22 Feb 2015, 03:05

Damaged Wedding Dress

I ordered a dress from China which cost me R3729 (R406 was for dhl shipping) I was then contacted by DHL who notified me that I would need to pay R545 for the package to be cleared by customs.I paid the clearance amount and received the dress the next day however when I opened the parcel I noticed that the innermost packaging was slightly wet near the seal and when I opened the dress out there was a stain on the bodice which seemed to have come about from the water which had leaked onto a pin which was pinned to the dress. The supplier who relies on reviews and feedback for business had sent me pictures of this custom made dress just moments before shipping it. I will need to take it to a Specialist dry cleaner which will cost a lot and this is in the hopes that they can even remove the stain. if not, an entire new bodice will have to be fitted on. DHL who handled the shipping from China to South Africa should reimburse me for the above mentioned expenses.

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Replies (1)
DHL Express
DHL Express's reply23 Feb 2015, 13:23
Official
Hello aka123,

I do apologize for the experience you have had with our company. I understand that this incident has been a great disappointment to you and I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.


Your complaint has been escalated internally and will receive the attention it deserves. I do hope that you will grant us an opportunity to redeem ourselves in your eyes.

Please do not hesitate to contact us should you require assistance.

Regards

Mercedes Mac Namara
Quality Assurance Specialist