********** Service from the Office of Mr John Lucas DHL SA ceo

Item: DHL Express
Rating: 1
Author: Haroon B

On the 26 July 2018 I signed and sent a LOA for DHL to charge the customs duty on a shipment to the UK to my South African DHL account . This was forwarded on to Mr Avery Visagie at the Office of Mr John Lucas the country Manager . Mr Visagie received it and corresponded with me . Two months later , early September my UK accountants received a letter of demand from DHL for the vat and duty charges on the shipment . I emailed Mr Visagie advising him of the letter of demand and again advising him that the charges are to be allocated to my SA account with DHL .

On the 7th November my UK accountants received a letter of demand from DHL's debt collectors in the UK . The letter was addressed to my UK Company .

I contacted Mr John Lucas's Team [ CEO of DHL SA] , asking why this is going on despite my clear instructions . I was contacted by Buhle Sekoboane who promised to sort it out .

To date this has not been sorted and yesterday 19 November 2018 a second letter of demand was received by my accountants in the UK from DHL'S debt collectors , threatening legal action , adding interest to the amount .

This reflects very poorly on the reputation of my UK company and the behaviour of DHL is totally unacceptable as it is their falure to act on clear instructions given by me that has caused this issue .

I again contacted Ms Sekoboane who seems totally indifferent to the damage being done to my reputation and my companies reputation . It seems too tough from someone at DHL's SA CEO office to pick up the phone and call DHL UK and DHL'S debt collectors to stop this action .

DHL UK and DHL SA need to immediately sort this out , stop their debt collectors from harassing my accountants and me . Send a letter of apology for their error and confirm in writing that the credit rating of my UK Company and my personal credit rating has in no way been damaged .

Very dissatisfied with the service of the much vaunted CEO 's Team of MR John Lucas

Helpful (0)

Replies (2)

DHL Express's replyOfficial

20 Nov 2018, 17:53

Dear Mr Haroon,

Thank you for contacting DHL Express .

We apologise sincerely if the manner in which this matter has been handled has not been to your Satisfaction .

I assure you that at DHL Express we strive in ensuring excellent Service – This is not the level of Service that we would Pride ourselves in .

Following yesterday’s update , I can confirm that we spoke to DHL UK who have informed us that the matter is being attended to as a priority . The LOA has still not been billed by Customs , but the matter has been escalated to Customs Senior officials .

Once the LOA instruction has been actioned , only then can we proceed with the Formal letter requested , detailing the events that took place as well as an explanation to receiver by DHL UK .

In as much as we endeavor for positive Customer experience’s , we do not control the Customs clearance process. This process is regulated and controlled by government officials in each country. We operate and are guided by each countries SLA / Turnaround time regarding clearance .

I realize that the service has been of great disappointment to you – I can appreciate the undue frustration that this undoubted inconvenience has caused you . Please note that we are dealing with this with the utmost priority , updates will be provided until the matter has been fully resolved .

We are on it !

Please find my direct details below should you need to contact me and I will gladly assist .

Best Rgds,

Ms Buhle Sekoboane
Customer Care Executive Office

DHL Express – South Africa

DHL Express's reply20 Nov 2018, 17:53

Official

Dear Mr Haroon,

Thank you for contacting DHL Express .

We apologise sincerely if the manner in which this matter has been handled has not been to your Satisfaction .

I assure you that at DHL Express we strive in ensuring excellent Service – This is not the level of Service that we would Pride ourselves in .

Once the LOA instruction has been actioned , only then can we proceed with the Formal letter requested , detailing the events that took place as well as an explanation to receiver by DHL UK .

We are on it !

Please find my direct details below should you need to contact me and I will gladly assist .

Best Rgds,

Ms Buhle Sekoboane
Customer Care Executive Office

DHL Express – South Africa

Haroon B's updateReviewer Update

10 Dec 2018, 20:31

I am absolutely flabbergasted at the inability of DHL to resolve this . It is now three weeks since they promised to sort it out . In that time my accountants in the UK have received 3 more letters of demand despite Ms Buhle Sekobane claiming this has been sorted . It seems she cannot do a simple task like picking up the telephone and calling her UK office . She keeps opening cases that go unresolved . In the meanwhile my business reputation is in tatters because of the inability of DHL to sort out a problem of their own making . They simply have to advise their debt collectors that the matter is resolved and they cannot do that . This is the office of the CEO of DHL South Africa [ Mr John Lucas ] . Two weeks ago Ms Buhle said it would take 3 days to get a letter from their UK office confirming their mistake and that my Company credit rating is not affected by this . A week after that after receiving nothing and contacting Ms Buhle is states they cannot issue such a letter . It seems she does not know what she promises in once instance and does in the next . I am spending so much time trying to get this resolved . This is all DHL's making and the office of the CEO cannot make a simple call to their UK office to get this resolved . It is now 3 weeks later and my uk accountants just received another letter of demand from DHL's debt collectors . Absolutely atrocious

Haroon B's update10 Dec 2018, 20:31

Reviewer Update