GM
Gerard M
1 reviews | Active since Dec 2014
11 Jun 2020, 10:28
Fines for Customs responsibilities?
I had to pay over R1800 to get a parcel released. I have already paid R1300 for the parcel with the supplier which includes shipping. Custom kept the parcel back due to the supplier under declaring the value is the explanation I received from DHL.
I contacted the supplier and they said it must be DHL that under declared it. DHL told me it was the supplier.
I had to pay R570 fine and R800 processing fee to DHL in addition to the VAT and taxes.
I also had no say in who the shipping agent must be.
I paid just to get the parcel because DHL told me they will send it to the Government Warehouse for storage if I don't.
I am still corresponding with both parties, but it seems that only the supplier is willing to look into the matter. Although DHL promised me that a senior manager will get back to answer my questions, up to now no- one did.
This is how far I got with numerous e-mails and even visiting the offices of DHL.
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Replies (4)
DHL Express's replyOfficial
11 Jun 2020, 15:22ear Gerard, Thank you for posting to DHL Express. We apologise if your recent interaction with us has not been as seamless as we would have wanted it to be . This matter has been bought to the attention of our Import Senior manager who will contact to you to better explain the Customs penalties incurred . Should you wish to contact me , please feel free to do so . We're on it ,
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
DHL Express's reply11 Jun 2020, 15:22
Official
ear Gerard, Thank you for posting to DHL Express. We apologise if your recent interaction with us has not been as seamless as we would have wanted it to be . This matter has been bought to the attention of our Import Senior manager who will contact to you to better explain the Customs penalties incurred . Should you wish to contact me , please feel free to do so . We're on it ,
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
Kind Regards, Buhle SekoboaneCustomer Care Executive ZA | DHL Express DHL International (Pty) Ltd t/a DHL ExpressDHL HouseFabriek & Van Acht Rd, Isando1600, GautengSouth Africa
GM
Gerard M's updateReviewer Update
17 Jun 2020, 13:46DHL has responded on the 11th regarding by concern on hellopeter and via e-mail to me.
The e-mail was answered very promptly on the same day because it seemed important to them.
I answered on the 12th.
It is now the 17th of June and I have not received any correspondence yet.
The importance seemed to have faded since they have received the moneys.
I paid the fine (that wasn't my responsibility) on the 9th and we were notified it could take 2 to 3 days.
I have not received any correspondence for that either.
I do not know when I will be getting any response, but nothing until now.
The e-mail was answered very promptly on the same day because it seemed important to them.
I answered on the 12th.
It is now the 17th of June and I have not received any correspondence yet.
The importance seemed to have faded since they have received the moneys.
I paid the fine (that wasn't my responsibility) on the 9th and we were notified it could take 2 to 3 days.
I have not received any correspondence for that either.
I do not know when I will be getting any response, but nothing until now.
GM
Gerard M's update17 Jun 2020, 13:46
Reviewer Update
DHL has responded on the 11th regarding by concern on hellopeter and via e-mail to me.
The e-mail was answered very promptly on the same day because it seemed important to them.
I answered on the 12th.
It is now the 17th of June and I have not received any correspondence yet.
The importance seemed to have faded since they have received the moneys.
I paid the fine (that wasn't my responsibility) on the 9th and we were notified it could take 2 to 3 days.
I have not received any correspondence for that either.
I do not know when I will be getting any response, but nothing until now.
The e-mail was answered very promptly on the same day because it seemed important to them.
I answered on the 12th.
It is now the 17th of June and I have not received any correspondence yet.
The importance seemed to have faded since they have received the moneys.
I paid the fine (that wasn't my responsibility) on the 9th and we were notified it could take 2 to 3 days.
I have not received any correspondence for that either.
I do not know when I will be getting any response, but nothing until now.
GM
Gerard M's updateReviewer Update
23 Jun 2020, 11:29Another week passed. It is now the 23rd of June and I am still awaiting a senior manager to contact me as promised on the 11th. We have been contacted by the agent that is handling the package, which after paying the additional R1800 now insured us that the parcel will be delivered today.
Summary :Original cost of item incl. shipping, discounts and Insurance) = ZAR 1390.23
(Additional Cost to release item) = ZAR 1898.60
Total paid for item valued ZAR 1204.00 = ZAR 3288.83
From the 27th of May 2020 when the parcel arrived in South Africa and was sent for clearance until today, is the time elapsed and I am still awaiting delivery. This is 25 days
later.
They just don't care.
Summary :Original cost of item incl. shipping, discounts and Insurance) = ZAR 1390.23
(Additional Cost to release item) = ZAR 1898.60
Total paid for item valued ZAR 1204.00 = ZAR 3288.83
From the 27th of May 2020 when the parcel arrived in South Africa and was sent for clearance until today, is the time elapsed and I am still awaiting delivery. This is 25 days
later.
They just don't care.
GM
Gerard M's update23 Jun 2020, 11:29
Reviewer Update
Another week passed. It is now the 23rd of June and I am still awaiting a senior manager to contact me as promised on the 11th. We have been contacted by the agent that is handling the package, which after paying the additional R1800 now insured us that the parcel will be delivered today.
Summary :Original cost of item incl. shipping, discounts and Insurance) = ZAR 1390.23
(Additional Cost to release item) = ZAR 1898.60
Total paid for item valued ZAR 1204.00 = ZAR 3288.83
From the 27th of May 2020 when the parcel arrived in South Africa and was sent for clearance until today, is the time elapsed and I am still awaiting delivery. This is 25 days
later.
They just don't care.
Summary :Original cost of item incl. shipping, discounts and Insurance) = ZAR 1390.23
(Additional Cost to release item) = ZAR 1898.60
Total paid for item valued ZAR 1204.00 = ZAR 3288.83
From the 27th of May 2020 when the parcel arrived in South Africa and was sent for clearance until today, is the time elapsed and I am still awaiting delivery. This is 25 days
later.
They just don't care.
GM
Gerard M's updateReviewer Update
20 Nov 2020, 11:19It is now the 20th of November and has been going on since before 11 June 2020. The only conclusion is that DHL or SARS cannot give me any paperwork stating that I was fined for an underdeclared parcel. Everything has been paid, and I can claim from the supplier who made the mistake, but not without proof in writing of the amount I paid and that it was for the under-declaration. I do understand the suppliers insistence on the proof, because they cannot just take my word for a reimbur*****t. Do I just give up, is this now the norm with DHL - ignore the customer the issue will disappear, and SARS does not have to declare what a fine was paid for?
GM
Gerard M's update20 Nov 2020, 11:19
Reviewer Update
It is now the 20th of November and has been going on since before 11 June 2020. The only conclusion is that DHL or SARS cannot give me any paperwork stating that I was fined for an underdeclared parcel. Everything has been paid, and I can claim from the supplier who made the mistake, but not without proof in writing of the amount I paid and that it was for the under-declaration. I do understand the suppliers insistence on the proof, because they cannot just take my word for a reimbur*****t. Do I just give up, is this now the norm with DHL - ignore the customer the issue will disappear, and SARS does not have to declare what a fine was paid for?