GC
Gibson C
1 reviews | Active since Feb 2020
11 Feb 2020, 11:57
DHL can do better than this
Its been more than a week and still DHL cant trace my parcel with tracking number *** which should have reached Netherlands on 5 February 2020.
DHL says they are investigating with the relevant airline. I had to report the case of my missing parcel when in fact the DHL tracking system was still indicating that my parcel is on its way. Surely shouldn't DHL be proactive and update their system when something happens with the shipment along the way.
Each day leads to another day and it seems like a never ending story.
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Replies (2)
DHL Express's replyOfficial
12 Feb 2020, 07:25Dear Gibson,
Thank you for taking the time to post to us again. I would like to express my sincere apologies for any inconvenience caused.
Kindly be advised that your shipment is on hold at customs in Amsterdam, the bag that contained this shipment has been stopped for investigation. We do not have a report as yet as to why the bag been stopped.
In as much as we endeavor for positive customer experiences, the customs clearance process is regulated and controlled by government officials in each country. We are unable to intercede with their regulations, as they are Government controlled entities and we have to abide by their rules and regulations. I will revert to you as soon we get a report from Customs.
Yours sincerely,
Akhona Mvuza
Customer Care Executive Office
DHL Express ZA
Thank you for taking the time to post to us again. I would like to express my sincere apologies for any inconvenience caused.
Kindly be advised that your shipment is on hold at customs in Amsterdam, the bag that contained this shipment has been stopped for investigation. We do not have a report as yet as to why the bag been stopped.
In as much as we endeavor for positive customer experiences, the customs clearance process is regulated and controlled by government officials in each country. We are unable to intercede with their regulations, as they are Government controlled entities and we have to abide by their rules and regulations. I will revert to you as soon we get a report from Customs.
Yours sincerely,
Akhona Mvuza
Customer Care Executive Office
DHL Express ZA
DHL Express's reply12 Feb 2020, 07:25
Official
Dear Gibson,
Thank you for taking the time to post to us again. I would like to express my sincere apologies for any inconvenience caused.
Kindly be advised that your shipment is on hold at customs in Amsterdam, the bag that contained this shipment has been stopped for investigation. We do not have a report as yet as to why the bag been stopped.
In as much as we endeavor for positive customer experiences, the customs clearance process is regulated and controlled by government officials in each country. We are unable to intercede with their regulations, as they are Government controlled entities and we have to abide by their rules and regulations. I will revert to you as soon we get a report from Customs.
Yours sincerely,
Akhona Mvuza
Customer Care Executive Office
DHL Express ZA
Thank you for taking the time to post to us again. I would like to express my sincere apologies for any inconvenience caused.
Kindly be advised that your shipment is on hold at customs in Amsterdam, the bag that contained this shipment has been stopped for investigation. We do not have a report as yet as to why the bag been stopped.
In as much as we endeavor for positive customer experiences, the customs clearance process is regulated and controlled by government officials in each country. We are unable to intercede with their regulations, as they are Government controlled entities and we have to abide by their rules and regulations. I will revert to you as soon we get a report from Customs.
Yours sincerely,
Akhona Mvuza
Customer Care Executive Office
DHL Express ZA
GC
Gibson C's updateReviewer Update
13 Feb 2020, 18:19Hi Akhona,
Thanks for the feedback. I am however disappointed that this issue is only being investigated after I reported it. I expected that DHL through its tracking system should have detected that my shipment had been stopped already on the 5th of February 2020 and at least contacted me rather than to wait until 7 February when I reported that my shipment had not been delivered.
I am of the belief that Amsterdam doesn't stop shipments without informing the shipper why they have taken that action. So basically while I appreciate your feedback it still leaves me in the dark. Its the second week since the shipment left South Africa and at least by now some of these details should have been shared with me. At this rate this can take forever and still no final say?
I have asked another shipment with the same items to be sent again today hoping it arrives on Monday and under this cloud it leaves me with little hope that I will receive it this time.
Regards,
Gibson.
Thanks for the feedback. I am however disappointed that this issue is only being investigated after I reported it. I expected that DHL through its tracking system should have detected that my shipment had been stopped already on the 5th of February 2020 and at least contacted me rather than to wait until 7 February when I reported that my shipment had not been delivered.
I am of the belief that Amsterdam doesn't stop shipments without informing the shipper why they have taken that action. So basically while I appreciate your feedback it still leaves me in the dark. Its the second week since the shipment left South Africa and at least by now some of these details should have been shared with me. At this rate this can take forever and still no final say?
I have asked another shipment with the same items to be sent again today hoping it arrives on Monday and under this cloud it leaves me with little hope that I will receive it this time.
Regards,
Gibson.
GC
Gibson C's update13 Feb 2020, 18:19
Reviewer Update
Hi Akhona,
Thanks for the feedback. I am however disappointed that this issue is only being investigated after I reported it. I expected that DHL through its tracking system should have detected that my shipment had been stopped already on the 5th of February 2020 and at least contacted me rather than to wait until 7 February when I reported that my shipment had not been delivered.
I am of the belief that Amsterdam doesn't stop shipments without informing the shipper why they have taken that action. So basically while I appreciate your feedback it still leaves me in the dark. Its the second week since the shipment left South Africa and at least by now some of these details should have been shared with me. At this rate this can take forever and still no final say?
I have asked another shipment with the same items to be sent again today hoping it arrives on Monday and under this cloud it leaves me with little hope that I will receive it this time.
Regards,
Gibson.
Thanks for the feedback. I am however disappointed that this issue is only being investigated after I reported it. I expected that DHL through its tracking system should have detected that my shipment had been stopped already on the 5th of February 2020 and at least contacted me rather than to wait until 7 February when I reported that my shipment had not been delivered.
I am of the belief that Amsterdam doesn't stop shipments without informing the shipper why they have taken that action. So basically while I appreciate your feedback it still leaves me in the dark. Its the second week since the shipment left South Africa and at least by now some of these details should have been shared with me. At this rate this can take forever and still no final say?
I have asked another shipment with the same items to be sent again today hoping it arrives on Monday and under this cloud it leaves me with little hope that I will receive it this time.
Regards,
Gibson.