Extremely Unprofessional Service from DHL Consultant – Urgent Shipment Delayed

I am extremely disappointed with the service I received from DHL, particularly from a consultant named Bianca Jordaan, who assisted me with a time-sensitive shipment of my police clearance certificate from Pretoria to Durban.

Firstly, despite me booking the courier well before the 2 PM cut-off, Bianca demonstrated a lack of basic attention to detail. I had to correct the delivery address multiple times due to spelling and formatting errors. She also failed to send the waybill within a reasonable time — over two hours had passed and there was still no communication or document sent.

I followed up via email several times with no response. Out of urgency, I called DHL again and another staff member assisted me. While confirming the details with the new consultant, we discovered that Bianca had entered my email address incorrectly — spelling “Gmail” as “Gmale” — which is shocking, given the importance of the shipment and the simplicity of the error.

Because of this oversight, the waybill was not processed in time, and since DHL does not ship over weekends, my urgent shipment has now been delayed. What was initially meant to be delivered by 1 July has now been pushed out to 3 or 4 July, which could impact my visa application timeline.

This kind of carelessness is unacceptable from a global courier company, especially for time-sensitive documents.