DHL charges top money but never offers the customer any true remorse

Dear DHL,

As you are well aware of your poor service delivery on all fronts. I would like to summarize everything so I can forward it to the relevant “higher” offices and social media platforms.

Waybill: ***

As per your tracking feature this item arrived in Botswana 23/24 Nov 2019

I received a text/sms asking to submit documents for the customs process.

I sent an email to *** as per the sms with all the requested documents

The said email was resent 11 Dec/ 12 Dec/ 13 Dec/ 16 Dec /18 Dec. From the 13 Dec a further 9 extra people were copied into the email

On the 22 Dec I sent two emails pretty much stating my issue and frustration.

On the 23 Dec I received two phones. This is the first communication I received after going to your offices 6 times. In short one phone call to ask what items where in question and the second was to update me that two items will be at the DHL offices by 24 Dec.

Come the 24 Dec 19. This morning I waited as per the norm an additional 35min only be told that nobody knows what is going on.

During this whole period I have been to your offices 7 times – Wasting roughly 6H40min in my personal time in an attempt to sort out your issues because I have no idea what is the issue nor have you articulated what is the issue.

I have contacted the supplier officially and copied everyone in to notify them that I will not accept delivery, quoting an issue of service delivery.

Waybill: ***

This is a newer item.

However due to your track record I DO NOT CARE where in your process it is. I did pay the duty however I will not be accepting this parcel either. A refund will be required

I have contacted the supplier officially also stating your track record and issues associated with DHL.

(On the 3 Sept Waybill *** enter Botswana from China – That took 8 emails and few phones only to be delivered 3 Oct) – Hence your track record.

Waybill: ***

Also a newer item – BUT I think you get the picture by now.

Supplier has been contacted officially and will be sent back.

I do have all email evidence from me requesting/sent to DHL.

All the issues above may require legal action to be taken at some point and also up to 12 months to sort out. But the sheer and utter lack of “any” from DHL has resulted that I will go the distance and keep the public informed.

Merry Christmas.