Hello?!? Anybody there?

On 27 December I booked an overnight international delivery from South Africa to Namibia via your South African call center. The agent assured me that the delivery would be overnight and that I would have the parcel in my waiting hands before 12:00 the next day. The pick up was arranged for between 14:00 and 17:00. By 17:00 my friend phoned. No sign of DHL's red and yellow van yet. And she had to leave as she had other plans. So I call your call center again. And am told that they can't find the driver, because he is on leave. Really? By 17:45 the substitute DHL driver arrives at my frantic friend's home to pick up my parcel. Hurray! All will be well. Except... By 12:00 on 28 December I'm still parcelless. I once again phone your call center in SA. By now the international calls are racking up quite the bill on my side. I'm told that you are so, so sorry, but the freight service you are supposed to use for overnight delivery is on holiday. Are you kidding me? Your agent did not know that when he promised me overnight delivery? But still not the end. I ask to speak to the supervisor. I get the second-in-charge. She repeats the story of the freight service enjoying a well-deserved break over the festive season. But she promises to contact the Namibian branch, who will contact me very, very shortly to give me details of when I can expect my parcel. It has now been five hours. I'm still waiting anxiously by the phone.

Desperate, I phoned the Namibian branch a few minutes ago. Guess what? Apparently the freight service is not on holiday. There was just a decision taken that no parcels would be sent because of the mass not being enough or whatever the reason. But definitely no holiday related issues.

In the meantime, I'm still waiting for my passport so that I can apply for an urgent visa. Which will now have to wait another five days.

Also in the meantime, I'm waiting for somebody ANYBODY from DHL to please come back to me to tell me when I can expect delivery. But most of all, I'm waiting for the supervisor from South Africa to get in contact with me as she promised to arrange for a refund.

This service, especially from an international brand, is truly shocking.