1 reviews | Active since Sept 2016
DHL destroying my business dreams
<p>I am a 19-yo prospective business owner. I personally design, commission manufacturing, distribute and sell boutique cycling wear. I'm sampling different manufacturers (local and international) to use for production. Recently, I placed a sample order with a Chinese company. It has been sent with DHL to South Africa. I'm working part time as a student to cover all the costs of production. This week was a scheduled meeting with potential investors to view samples. However, I don't have all samples because DHL HAS BEEN HOLDING MY PARCEL FOR A MONTH!</p> <p> </p> <p>It arrived in SA on 29 August. Despite being out of the country I arranged for the payment of duties/fees to be made. Only a week later, after I sent enquiry emails did I receive a response to send in bank statements (which I did immediately). Another week of waiting... and nothing! After phone calls I was assured they would take care of the problem.... Nothing! Fast forward another week, and I was notified that my bank statements I sent more than 2 weeks before weren't clear, so I sent another set immediately. At this point I've received no further feedback and tracking details are unchanged.</p> <p> </p> <p>I'm shocked at the service and communication from what is supposed to be a world-class company. As I postpone meetings further and further my reputation is being smeared through the mud all thanks to DHL. It's disgusting. I'm considering options for legal action because of lost investment. My new business dreams I'm working to build is slowly being compromised all thanks to a lack of care.</p> <p> </p> <p>If if there is anyone willing to help me please contact me at ********** AWB: ********** 372.</p>
I thought I would struggle again this morning to try and contact the relevant people responsible and eventually I was put through to a Ms/Mrs Gugu Mngomezulu. After explaining my situation to her, she requested the documents per email whilst still talking to me on the phone. Once sent through, she called back personally and explained the status of the parcel. After exactly 1hour and 2 minutes from our first correspondence, she called and confirmed that the parcel had been cleared by customs and that it would be delivered on Monday (today is Friday)! What took the other employees 1 month to do, took Gugu a mere hour. Her friendly and efficient demeanour saved the day. I trust the person from DHL reading this will give her the required recognition.
As for Mr Frank Moleya who was supposed to be handling my parcel initially, I am yet to hear back from him.
I thought I would struggle again this morning to try and contact the relevant people responsible and eventually I was put through to a Ms/Mrs Gugu Mngomezulu. After explaining my situation to her, she requested the documents per email whilst still talking to me on the phone. Once sent through, she called back personally and explained the status of the parcel. After exactly 1hour and 2 minutes from our first correspondence, she called and confirmed that the parcel had been cleared by customs and that it would be delivered on Monday (today is Friday)! What took the other employees 1 month to do, took Gugu a mere hour. Her friendly and efficient demeanour saved the day. I trust the person from DHL reading this will give her the required recognition.
As for Mr Frank Moleya who was supposed to be handling my parcel initially, I am yet to hear back from him.
Dear Aidan,
Thank you for taking the time to write to DHL.
I must extend my sincerest apologies regarding the manner in which this matter was handled from the onset, and I am very pleased to know that Gugu has managed to turn the matter around at the end. I have forwarded your compliment to her direct line manager to ensure that she receives the recognition she rightfully deserves.
We value your feedback and thank you for bringing your concerns to our attention as this will allow us to address the processes to provide a better service for you in future.
Please do not hesitate to contact me should you require additional assistance with your case.
Kind Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
Dear Aidan,
Thank you for taking the time to write to DHL.
I must extend my sincerest apologies regarding the manner in which this matter was handled from the onset, and I am very pleased to know that Gugu has managed to turn the matter around at the end. I have forwarded your compliment to her direct line manager to ensure that she receives the recognition she rightfully deserves.
We value your feedback and thank you for bringing your concerns to our attention as this will allow us to address the processes to provide a better service for you in future.
Please do not hesitate to contact me should you require additional assistance with your case.
Kind Regards,
Ms Buhle Sekoboane
Customer Care Executive Office