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Miss M

1 reviews | Active since May 2018

07 May 2018, 16:20

DHL empty promise

A parcel was sent from Grahamstown to Durban and the delivery date arrived and my parcel was a no show. No one contacted me (via email/phone) to inform me of any glitch or even just to provide a me some kind of explanation. I had to email DHL to inquire why my package did not arrive. The person who responded initially lies to me and makes it my fault, claiming that the address I entered was incorrect, which is rather strange because why would they approved it for delivery if the address was incomplete. She is no longer responding to my emails and I am now communicating with someone else who is now claiming that they made an arrangement with me to come collect it somewhere. When I ask them when and how did we make this arrangement they tell me that they phoned me and left a voice message and I am the one that did not pitch for the 'meeting'. I have no message from them and even if they did leave a voice message, I have to agree with the terms such as time and confirm the venue etc. How do they assume that I will just show up at the exact time and date that they have chosen without actually speaking to anyone about it?

It is now 5 days since the date that they promised me my parcel would arrive and I still do not have it. I must say, receiving this parcel has been a very daunting task and the future is still very bleak because my parcel is yet to arrive.

Regards, Discouraged customer.

0
Replies (5)
DHL Express
DHL Express's reply07 May 2018, 17:52
Official

Dear Philile,

Thank you for contacting DHL Express.

Please accept our sincerest apologies regarding the manner in which this matter has been handled.

As previously explained, the delivery area is noted as an outlaying area / & High Risk – Therefore we would like to make arrangements to meet and deliver to you at the mall mentioned to you this morning .

I understand that this incident has been of great disappointment to you and I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.

My contact details are available should you need to get a hold of me – We are awaiting for you to confirm the delivery arrangements proposed so we can ensure delivery .

Best Regards,

Ms Buhle Sekoboane
Customer Care Executive Office

DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600

DHL Express
DHL Express's reply07 May 2018, 17:52
Official

Dear Philile,

Thank you for contacting DHL Express.

Please accept our sincerest apologies regarding the manner in which this matter has been handled.

As previously explained, the delivery area is noted as an outlaying area / & High Risk – Therefore we would like to make arrangements to meet and deliver to you at the mall mentioned to you this morning .

I understand that this incident has been of great disappointment to you and I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.

My contact details are available should you need to get a hold of me – We are awaiting for you to confirm the delivery arrangements proposed so we can ensure delivery .

Best Regards,

Ms Buhle Sekoboane
Customer Care Executive Office

DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600

MM
Miss M's update07 May 2018, 18:31
Reviewer Update
Dear Buhle, The information you have just provided in your response is inaccurate, you did not let me know about the area being a high risk this morning. Yesterday you told me that certain arrangements that I knew nothing about was supposedly made with me (via a voice mail that I never received). Then you said you would contact me in the morning today but you did not do so. I received an email from you this afternoon telling me about the risk, after you guys first told me last week it was my fault that the package had not arrived. On that note, you still haven't responded to any of my questions from my last email. Hence I posted a review here on this platform. Why did you guys try to pin this on me first if the real reason was that it's a high risk area? Telling me that you understand my disappointment is not an apology or an acknowledgement of fault/wrongdoing. Regards, Philile.
MM
Miss M's update09 May 2018, 11:40
Reviewer Update
DHL I still do not have my package and its now 7 days late. Buhle Sekoboabe has not been helpful and I gavd been so patient with her. She is expecting me to contact people I do not even know myself - Who is RAM? Ive never heard if them? Why is she making me handle communication with them myself when she didn't even give me their details? So I am meang to google RAM to get their details and then phone them myself? They must contact me not the other way around. I gave my parcel to DHL if you guys gave it yo other people then those other people need to contact me not the other way around. Had I known DHL provided such a poor service I would have never allowed you to take my parcel.
MM
Miss M's update09 May 2018, 17:18
Reviewer Update
What is the matter with you DHL? Please can someone help me! Buhle and I are going nowhere slowly!She is still going on about a voicemail arrangement I have no knowledge about instead of delivering my parcel. A hole entire 7 days later and DHL is still playing games with me. I cannot believe this! I am starting to suspect you guys have misplaced my parcel and you just giving me the run around to buy time.