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Michelle W

1 reviews | Active since Mar 2019

24 Mar 2019, 11:25

DHL Disappointment

Hello Peter,

I am highly disappointed in DHL, I have been importing goods for years now and this is the first time ever that I have waited five months for DHL to clear a package for me.

They have stopped responding to me. Not bothering to realize that the documentation sent through to them is the correct documentation. They cannot seem to fathom the fact that international payment systems do not go through as a regular South African transaction.

I am at my wits end here trying to retrieve a package that usually would take 5 to 10 days max is now 5 months! later.

I am utterly disappointed in how they are handling this matter, You would think a company this big and internationally known would understand that a South African banking system cannot be used on international transactions.

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Replies (1)
DHL Express
DHL Express's reply25 Mar 2019, 13:21
Official
Dear Michelle, Thank you for contacting DHL Express . Please accept my sincerest apologies regarding the inconvenience caused by this matter . As discussed, the Custom’s invoice with banking details have been forwarded to you for payment . We now await Customs payment to facilitate the Customs clearance process.  The process was delayed due “ No confirmation of banking details “ which was requested by Customs .  In as much as we endeavour for positive Customer experience’s, we do not control the Customs clearance process . This process is controlled and regulated by government officials in each country . I would like to personally assure you that we are closely monitoring your case and will continue to do so until the shipment has been cleared from Customs.  If there is anything else , please do not hesitate to contact me and I will gladly assist . Best Rgds,Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600