1 reviews | Active since Apr 2014
Highly unhelpful customer service
I have recently tried to send an important parcel overseas using DHL. I made use of the on-line platform to arrange for the pick-up of the parcel from a third party. I promptly received a waybill number upon payment and I was informed from the third party that my parcel was collected the next day.
When I tried to track the parcel on the DHL website it did not work. I then phoned customer services where I was told that the waybill number that I have doesn't exist. The person helping me was highly unhelpful and could not care less whether my parcel was delivered or not. I asked the person for their details such as name and email, but I was denied this. I was told that the waybill number I received when making the booking is not the same as the actual waybill number on the parcel, leading me to think what is the point of issuing me with a useless waybill number.
The parcel has still not arrived...
Dear Wian,
Thank you for contacting DHL Express .
I apologise if your last interaction with DHL was not as seamless as we would have wanted it to be. I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.
We’ve since confirmed that your documents were collected , but your shipper was unable to confirm if they were collected by DHL Express or an alternative courier company . If this was collected by DHL Express, we suspect that the shipment might be transiting on a different waybill number , which is what we are currently investigating .
Please allow us time to work on resolving this matter for you . We understand the urgency and will ensure that the issue is resolved , as a matter of urgency .
If you have any further questions, please feel free to contact me directly and I will gladly assist
Best Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Dear Wian,
Thank you for contacting DHL Express .
I apologise if your last interaction with DHL was not as seamless as we would have wanted it to be. I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.
We’ve since confirmed that your documents were collected , but your shipper was unable to confirm if they were collected by DHL Express or an alternative courier company . If this was collected by DHL Express, we suspect that the shipment might be transiting on a different waybill number , which is what we are currently investigating .
Please allow us time to work on resolving this matter for you . We understand the urgency and will ensure that the issue is resolved , as a matter of urgency .
If you have any further questions, please feel free to contact me directly and I will gladly assist
Best Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600