1 reviews | Active since Mar 2009
DHL does not know where a parcel is 11days later
<p>A parcel was delivered at a DHL office in the Netherlands on 9 January to be sent to me in Cape Town.</p> <p>9 days later I eventually managed to get in touch with a DHL call centre to enquire where the parcel is, and DHL then claimed via email that DHL did not receive the parcel yet.</p> <p>I then sent DHL proof that the parcel has been delivered to them.</p> <p>11 days later and DHL tracking system still shows "The instruction data for this shipment have been provided by the sender to DHL electronically" (that the parcel has not been received by DHL) despite the proof that was sent to DHL of the delivery of the parcel to the DHL office.</p> <p>According to the email from DHL from email address ********** (with no name of the sender) "So, even though your sender says he/she has given it to DHL, there is a possibility that it is still on its way to our warehouse."</p> <p>The email continues to say "Our system updates on a scan by scan basis and will only reflect on the system once the parcel is scanned. As of now, since the parcel has not yet arrived in our warehouse, we cannot see any updates aside from the booking that was made on 09.01.2017."</p> <p>After 11 days in the posession of DHL and DHL still has not handled a parcel (a book!) which DHL has been paid $32US to be sent to Cape Town?</p> <p>And no-one has a clue where the parcel is........</p>
Dear Willie
I do understand that it is frustrating to look for shipment with no luck and I would like to apologise for your frustrations. The tracking number provided is neither valid nor traceable with postal services either. May you please provide us with UPU code which 2 letters and then 9 numbers ending with country code so we can be able to assist you further.You can get the UPU code from the shipper as they can get it from their local DHL office.
Kind Regards
Nosicelo Manentsa
Customer Care Executive
Dear Willie
I do understand that it is frustrating to look for shipment with no luck and I would like to apologise for your frustrations. The tracking number provided is neither valid nor traceable with postal services either. May you please provide us with UPU code which 2 letters and then 9 numbers ending with country code so we can be able to assist you further.You can get the UPU code from the shipper as they can get it from their local DHL office.
Kind Regards
Nosicelo Manentsa
Customer Care Executive
Hi
The relevant DHL documentation (dated 9 January at 11H10) has be attached in my reply to your private email to me of this morning (being 23 January). The tracking nr on the DHL documentation corresponds with the one I provided you with.
Your digital signature in your email to me states that you are employed by DHL Express, and yet this parcel has been sent using DHL Parcel (as per the email from the sender which has also been attached in my email response to you).
Hi
The relevant DHL documentation (dated 9 January at 11H10) has be attached in my reply to your private email to me of this morning (being 23 January). The tracking nr on the DHL documentation corresponds with the one I provided you with.
Your digital signature in your email to me states that you are employed by DHL Express, and yet this parcel has been sent using DHL Parcel (as per the email from the sender which has also been attached in my email response to you).
And your email of yesterday states that I will receive the parcel by approximately 13 February?
THAT IS A MONTH AND 4 DAYS AFTER IT WAS HANDED TO DHL?
The parcel was handed to DHL in Netherlands on 9 January with the understanding it takes up to 11 days to be delivered to me in Cape Town.
Shipment from Netherlands to SA was paid at that time @ 32US$
On 23 January the tracking nr for this parcel was not traceable on the DHL system, yet 24 January (day 16) an email from a DHL employee stated it was on its way from Netherlands to Germany only.
Could this matter now please be escalated to a director or someone in management with a mandate to resolve this and refer back to me? This is an absolute joke!!!!!
And your email of yesterday states that I will receive the parcel by approximately 13 February?
THAT IS A MONTH AND 4 DAYS AFTER IT WAS HANDED TO DHL?
The parcel was handed to DHL in Netherlands on 9 January with the understanding it takes up to 11 days to be delivered to me in Cape Town.
Shipment from Netherlands to SA was paid at that time @ 32US$
On 23 January the tracking nr for this parcel was not traceable on the DHL system, yet 24 January (day 16) an email from a DHL employee stated it was on its way from Netherlands to Germany only.
Could this matter now please be escalated to a director or someone in management with a mandate to resolve this and refer back to me? This is an absolute joke!!!!!
Good afternoon Willie,
Please do accept my sincere apologies that you have not received a resolution to your query.
This matter has to be escalated at destination by the shipper as we cannot see any visibility on any of our systems due to not have the correct tracking number. If you have received the correct tracking number then you may send it through to my email address and I will communicate with you via email.
Kind regards,
Charmaine Ram
Customer Care Executive
DHL Express
Good afternoon Willie,
Please do accept my sincere apologies that you have not received a resolution to your query.
This matter has to be escalated at destination by the shipper as we cannot see any visibility on any of our systems due to not have the correct tracking number. If you have received the correct tracking number then you may send it through to my email address and I will communicate with you via email.
Kind regards,
Charmaine Ram
Customer Care Executive
DHL Express