DHL a disappointment again

Our company is trying to ship a product to Canada. We paid R11 000 and sent it on 23 November. It is still sitting in Johannesburg. DHL has never called to ask for further information, nor has it processed and sent the item. I followed up on the 30th and was assured that I would be called that day and that customs was dealing with it at that very moment. No phone call. I called again today 3rd December, I was assured that it was the next item on their list and that I would definitely either be called or emailed by the end of the day, if not within the hour. It is now 19:45 and no email or call. This is on top of the slowest service, every time we use the River Horse depot. The staff are very pleasant, but they are INCREDIBLY slow and a queue soon builds up as they take at least half an hour to process a shipment every time I am there. This is not the first time there has been a delay in delivery. The irony was that the last time our product needed to be in the UK for us to work on a project FOR DHL!!!!! This project was to demonstrated to top executives in DHL worlwide.