DHL SERVICE IS RIDICULOUS!!

I bought a hair regrowth serum through DHL eAfrica shop on the 20th of Feb 2020 for my grand mother who has alopecia due to the chemotherapy she has been undergoing, since her birthday was coming up (March 17) I planned everything to the T for her first visit to my place in Durban. They promised it would be delivered in 10-15 working days. That don't happen, I tried emailing them and the only response I received was 'We are investigating the delay on your behalf' a month later still no correspondence.

On the 25th of March my product touched down at O.R Tambo and went through Customs clearance and that was finalized later that night. DHL Express gave me a date of delivery of the 26th of March between 8am-4pm, I waited patiently eager to try this on my grand mother's hair. Hoping it will help her. But no word whatsoever THEY JIST DIDN'T PITCH IN!

I called the local office in Durban, I was transferred from one person to the other until I ran out of airtime. I waited for few mins to get a call back but nothing. So I called again and I asked politely not to be transferred I just want to find out about my parcel. The lady told me it will be delivered on the ASAP because it's in Durban now and I do not reside far from them. I even offered to fetch my parcel but they refused!

I guess that was a lie too. I waited for correspondence from them until I decided to call on the 31 to confirm the email I had received an email stating that my parcel will be delivered as agreed on the 30th but never was, the date updated itself on their website to the 31st of March 2020. I called on the 31st of March around 3pm to confirm my email and redelivery. The customer service agent said it will not be delivered anytime soon due to the Lockdown.

So all this time I have been calling and emailing I was told to wait patiently and it will be delivered to me was a delay tactic because my delivery was due way before this lockdown but because of the inconsistencies and no communication from you I waited and STILL WAITING. I am so disappointed in your services and I would like my money back. Our contract only stated that a delay would be 1month and now it's going to be more than that and YOU DO NOT COMMUNICATE WITH YOUR CLIENTS.