JN
JC N
1 reviews | Active since Nov 2012
29 Dec 2019, 09:25
DHL South Africa
I had 2 envelopes to collect in Stellenbosch, South Africa. The envelopes had to be collected, taken to the local depot, placed into a single shipping sachet and sent to Toronto, Ontario, Canada. Easy right?
DHL charged me US$80 per envelope! They refused to place the 2 envelopes in a single shipping sachet and insisted that the envelopes will be sent separately at a seperate charge. They asked me to contact individuals at the locations where the envelopes need to be collected and inform someone them to complete the waybill, due to the drivers being unable to write or writing down the wrong information. Only in Africa....
It might be a great international company, but in South Africa and Africa in general, you have untrained staff who are greatly ***********.
When I phoned the office, in hopes of competency, the admin lady also couldn't get the addresses right on the waybills. I then realised they did not know what they were doing. I cancelled the transaction and told them to leave the entire thing. I contacted Aramex couriers, whom collected both envelopes the same day, for $20 and shipped them together in a single shipping sachet, as I requested.
I then requested a refund from DHL. I received a refund request form which I dutifully completed and sent on to the given email address. I am still waiting for my refund. Overcharged by *********** individuals and not even getting my refund, meanwhile Aramex has delivered 4 of my other parcels and DHL South Africa can't even complete a waybill nor refund me my money.
Helpful (0)
Replies (6)0
Replies (6)
DHL Express's replyOfficial
30 Dec 2019, 11:04Good day JC Nell, Thank you for contacting DHL Express. I would like to apologise regarding the manner in which this matter was handled. This is not the level of service DHL Express aspires to give our clients. Shipping international may have its challenges, but we at DHL Express take great pride in insuring our customers have a satisfying experience every time they use our services. I fully understand your reservations at making use of DHL Express in future but I would like to assure you that the below concerns will be raised with the relevant department to ensure a better Service in future . It is very disheartening to see how much you struggled with this , I would like to extend my apology on behalf of my colleagues and confirm I will be treating this with the utmost importance. Please can you forward the proof of payment for the transaction ? I will ensure that the refund is processed accordingly. Best Regards, Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
DHL Express's reply30 Dec 2019, 11:04
Official
Good day JC Nell, Thank you for contacting DHL Express. I would like to apologise regarding the manner in which this matter was handled. This is not the level of service DHL Express aspires to give our clients. Shipping international may have its challenges, but we at DHL Express take great pride in insuring our customers have a satisfying experience every time they use our services. I fully understand your reservations at making use of DHL Express in future but I would like to assure you that the below concerns will be raised with the relevant department to ensure a better Service in future . It is very disheartening to see how much you struggled with this , I would like to extend my apology on behalf of my colleagues and confirm I will be treating this with the utmost importance. Please can you forward the proof of payment for the transaction ? I will ensure that the refund is processed accordingly. Best Regards, Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
JN
JC N's updateReviewer Update
06 Jan 2020, 11:45Still no refund! Still waiting. Proof of payment has been sent, still no reply of even receiving the documents. When I phoned them, the one person said Avery is not back yet, the other said she is. Is it a case of not knowing or just blatant lying?
Staff members involved are the following:
Avery Visage
Buhle Sekoboane
Tsoeu Moikango
Connie Hlope
None are willing or able to assist me
Staff members involved are the following:
Avery Visage
Buhle Sekoboane
Tsoeu Moikango
Connie Hlope
None are willing or able to assist me
JN
JC N's update06 Jan 2020, 11:45
Reviewer Update
Still no refund! Still waiting. Proof of payment has been sent, still no reply of even receiving the documents. When I phoned them, the one person said Avery is not back yet, the other said she is. Is it a case of not knowing or just blatant lying?
Staff members involved are the following:
Avery Visage
Buhle Sekoboane
Tsoeu Moikango
Connie Hlope
None are willing or able to assist me
Staff members involved are the following:
Avery Visage
Buhle Sekoboane
Tsoeu Moikango
Connie Hlope
None are willing or able to assist me
DHL Express's replyOfficial
06 Jan 2020, 12:27Dear JC Nell, Please note that we have attempted to contact on you on several occasions on the contact number provided – It does not go through . As assured to you last week – We are happy to refund you your freight charges for the cancelled transaction . The predicament here now lies in that , we are still awaiting for you to provide us with the necessary documentation to proceed with the refund . (the proof of payment ) . As communicated via e-mail – I have scanned all e-mails form you and cannot pick an any e-mails with an attachment of the proof of payment . You can forward it directly to me .
Awaiting your soonest response . Regards,Ms Buhle Sekoboane
Customer Care Executive Office
Awaiting your soonest response . Regards,Ms Buhle Sekoboane
Customer Care Executive Office
DHL Express's reply06 Jan 2020, 12:27
Official
Dear JC Nell, Please note that we have attempted to contact on you on several occasions on the contact number provided – It does not go through . As assured to you last week – We are happy to refund you your freight charges for the cancelled transaction . The predicament here now lies in that , we are still awaiting for you to provide us with the necessary documentation to proceed with the refund . (the proof of payment ) . As communicated via e-mail – I have scanned all e-mails form you and cannot pick an any e-mails with an attachment of the proof of payment . You can forward it directly to me .
Awaiting your soonest response . Regards,Ms Buhle Sekoboane
Customer Care Executive Office
Awaiting your soonest response . Regards,Ms Buhle Sekoboane
Customer Care Executive Office
JN
JC N's updateReviewer Update
06 Jan 2020, 13:01Dear Buhle
I have sent the documents to your mail address on 2 seperate occasions. It is a SEPERATE email and NOT in the thread we are communicating in. My partner also sent the documents to your mail. How is it possible that you are not receiving either of our mails containing the documents, yet you receive the emails where we communicate?
Regards
JC
I have sent the documents to your mail address on 2 seperate occasions. It is a SEPERATE email and NOT in the thread we are communicating in. My partner also sent the documents to your mail. How is it possible that you are not receiving either of our mails containing the documents, yet you receive the emails where we communicate?
Regards
JC
JN
JC N's update06 Jan 2020, 13:01
Reviewer Update
Dear Buhle
I have sent the documents to your mail address on 2 seperate occasions. It is a SEPERATE email and NOT in the thread we are communicating in. My partner also sent the documents to your mail. How is it possible that you are not receiving either of our mails containing the documents, yet you receive the emails where we communicate?
Regards
JC
I have sent the documents to your mail address on 2 seperate occasions. It is a SEPERATE email and NOT in the thread we are communicating in. My partner also sent the documents to your mail. How is it possible that you are not receiving either of our mails containing the documents, yet you receive the emails where we communicate?
Regards
JC
JN
JC N's updateReviewer Update
26 Jan 2020, 10:44Refund still not issued.
Buhle confirmed that he received my documents in order to process the refund.
2 weeks later, still no refund.
I requested a proof of payment from Buhle, twice. He said he will contact the finance department in order to obtain the proof of payment. 1 week later and I still have not received the proof of payment.
At this point, it's just ridiculous.
Buhle confirmed that he received my documents in order to process the refund.
2 weeks later, still no refund.
I requested a proof of payment from Buhle, twice. He said he will contact the finance department in order to obtain the proof of payment. 1 week later and I still have not received the proof of payment.
At this point, it's just ridiculous.
JN
JC N's update26 Jan 2020, 10:44
Reviewer Update
Refund still not issued.
Buhle confirmed that he received my documents in order to process the refund.
2 weeks later, still no refund.
I requested a proof of payment from Buhle, twice. He said he will contact the finance department in order to obtain the proof of payment. 1 week later and I still have not received the proof of payment.
At this point, it's just ridiculous.
Buhle confirmed that he received my documents in order to process the refund.
2 weeks later, still no refund.
I requested a proof of payment from Buhle, twice. He said he will contact the finance department in order to obtain the proof of payment. 1 week later and I still have not received the proof of payment.
At this point, it's just ridiculous.
JN
JC N's updateReviewer Update
29 Jan 2020, 18:45Buhle, the individual whom requested and confirmed receival of the necessary documents in order to process the refund does not respond to any mails. 4 emails over a period of 2 weeks.
Either ignoring me or is out of office and never set his email to respond with an "out of office" notification.
DHL is NOT refunding my R1800.
NEVER EVER USE DHL SOUTH AFRICA!
Either ignoring me or is out of office and never set his email to respond with an "out of office" notification.
DHL is NOT refunding my R1800.
NEVER EVER USE DHL SOUTH AFRICA!
JN
JC N's update29 Jan 2020, 18:45
Reviewer Update
Buhle, the individual whom requested and confirmed receival of the necessary documents in order to process the refund does not respond to any mails. 4 emails over a period of 2 weeks.
Either ignoring me or is out of office and never set his email to respond with an "out of office" notification.
DHL is NOT refunding my R1800.
NEVER EVER USE DHL SOUTH AFRICA!
Either ignoring me or is out of office and never set his email to respond with an "out of office" notification.
DHL is NOT refunding my R1800.
NEVER EVER USE DHL SOUTH AFRICA!