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Rethabile R

1 reviews | Active since Jan 2013

15 Nov 2018, 11:11

DHL: **************** and incompetence

This has been the worst and most costly experience I've ever had with DHL. I am a frequent buyer of Yellow peeling oil from the Philippines since it isn't available in the country. My first few orders were made through DHL and they were delivered without a hitch.

My last order: AWB ********** 722 (3rd May 2018) was delivered to my home address after paying customs fee of R381.15. Recently I placed another order and it arrived in the country on the 3rd October 2018 ( AWB ********** 953) and was charged R429.11. after 3 days I called to find out why my item hand't arrived, they referred me to Khutso Matlou but the phone kept ringing without an answer and the receptionist told me she probably knocked off. I understood. Day 3 I called again and again the same story and begged them to send her a message to reply back to me. After a frustrating streak of no returned calls, I receive an email stating I need to send Descriptive literature of my parcel as it has been detained by port health. I struggled to get it but eventually sent one. Again, no feedback until countless emails and calls I get a message telling me my parcel needs to be registered with MCC.

After charging me a customs fee to only later purposefully detain it is pure nonsense. and more than that, why all of a sudden do i now have to register an item that I frequently via the post office but with long shipping delays and via DHL before, now be subjected to such treatment. I am really tired of having to be treated like an idiot after spending R2800 incl shipping of S70 for efficient shipping only to be delayed by *********** service from DHL.

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Replies (2)
DHL Express
DHL Express's reply15 Nov 2018, 14:28
Official
Dear Katlego,

Thank you for writing to us and bringing this matter to our attention, please accept my sincere apology for any inconvenience that may have been caused by the this matter.  I am in contact with the relevant department to get the matter resolved. 

Kindly note that shipments are stopped randomly by customs for inspection. These stops are unfortunately out of DHL's control and all documents requested by customs is to ensure a swift release of the shipment, 

Please expect an email from me shortly with further update. 

Kind Regards
Lebogang Madihlaba 


RR
Rethabile R's update28 Nov 2018, 13:20
Reviewer Update
I received a phone call that same week from a representative whom explained that my item needs to be registered or atleast have approval from MCC. I called all the departments at the MCC and conveniently they were on strike and i did mention that to the customer rep. he said he couldnt do anything further and that i will be getting a phone call from management within a few a days. I did not get any phone call from anyone in management as promise even today. On the 23rd of Novmember another cusomter rep contacted me to find out how far I am with the repgistration and i told her that there has been no movement since the MCC was on strike. I later Asked about a more recent item that i was expecting but it was under "clearance event" and Khutso Matlou requested descriptive literature which i did send but without any further response. the Customer rep said she did see it on the system and that the person whom sent the item sent a different descriptive literature of the item as opposed to mine, which i also received from the sender. She asked which one to use and i told her she may use the one provided by the sender since they know for a fact what is in the packaging. She later promised that she will follow it up and will call me on 26th Novmember and i emphasised if she really was going to call me and she reassured me. Even till this very day, no phone call, no feedback...Just empty promises that has drained my time, money and patience. and I know for a fact that someone will call me only because I sent feedback for the world to see, not due to fulfilling their customer relations duty. And yes, I did record all my phone conversations for authenticity of this feedback.