DHL customs no sense of urgency!

Item: DHL Express
Rating: 1
Author: Dewalt S

I bought a single bottle of whisky from the UK and it was collected by DHL in Birmingham UK on 12 November. It was scheduled for delivery at my work yesterday the 15th of November, however still has not been delivered. It has been stuck at OR Thambo customs for 3 days (from 13 November) and DHL doesn't seem to be assisting. Whenever I call them at DHL customs department I get told it is still at Port Healths inspection and I should phone back later. I get sms notifications from DHL in the morning hours daily, but telling me nothing... they just state "clearance event". What does this mean and why the hold up???

What is DHL doing to assist to speed up this process? It is one bottle of whisky and you guys are supposed to be the courier experts!

Helpful (0)

Replies (1)

DHL Express's replyOfficial

19 Nov 2018, 19:24

Dear Dewalt,

Thank you for contacting DHL Express.

We apologise if your last interaction with us was not as seamless as we would have wanted it to be .

Sadly the shipment was detained by Port health for further verifications . Items such as cosmetics, foods stuff’s etc need to first be cleared and inspected by Port health before items can be cleared for delivery .

In as much as we endeavor for positive Customer experience’s, we do not control the Customs clearance process . This process is regulated and controlled by government officials .

I’ve followed up on your case and have confirmed that your parcel successfully cleared Customs and was subsequently delivered this morning , received by tanya.

I hope all was received in good Order .

Below are my direct details should you need to get in contact with me .

Best Regards,

Ms Buhle Sekoboane
Customer Care Executive Office

DHL Express's reply19 Nov 2018, 19:24

Official