Delayed Shipment and Poor Service

Good Day,

I am writing to formally express my dissatisfaction with the service I have received. My shipment from China was placed on hold on the 6th of March for customs clearance. I promptly provided all requested documentation, including my ID and invoice, and was instructed to pay the applicable duties. Due to issues with your payment link, I was advised by a consultant to complete payment via EFT, which I did without delay.

From that point onward, I was repeatedly informed that the clearance process would take 3 to 5 working days. However, within this period, I was asked to resubmit my ID documentation and was once again given the same 3 to 5 working day timeframe. To date, it has now been 12 working days, far exceeding the communicated timeline. My ID Document was sent around 6 times via all they portals as requested and to this day they are still asking for it

Furthermore, I paid approximately 1,500 Rand for express shipping, which was advertised as taking 3 to 5 working days to ship to South Africa. It has now been over a month, which is completely unacceptable. When I raised this concern with one of your consultants, I was informed that “express shipping is not really express,” which is both misleading and highly concerning, as it suggests false advertising.

Additionally, there has been a clear lack of accountability throughout this process. Responsibility is consistently shifted to customs, with no ownership taken by DHL. Communication has been poor and unprofessional, and it appears that action is only taken when complaints are escalated.

This experience has been extremely disappointing, and I am dissatisfied with the level of service received. I request urgent intervention, a clear and accurate update on my shipment, and a resolution to this matter. This will unfortunately be my first and last experience using your service if not resolved appropriately.