*********** Service

<p> On the 25 May 2016 I arranged a courier with DHL to collect hard drives that urgently needed to go to The Netherlands. They were meant to collect at 2pm because we close at 4. They didn’t come. When I spoke to customer service I was told that the driver did not know where we are situated, which is impossible because he has collected and dropped things by us before. He was at our office on Monday. And if he was uncertain he should have given us a call so that I can explain to him the directions. Another excuse that the manager of Dhl in Cape Town told me, is that the driver didn't have a contact person, so he didn't come and collect. Which does not even make sense because everytime he collects stuff he never asks to speak to me directly, so i am very certain he does not even know my name, even though i always put it there as the contact person.</p> <p>Eventually i got thru to the supervisor that was on that evening shift on Wednesday and told him how urgent it was that they colllect the package because we promised our cliet that it was being courired on Wednesday. It was already 6pm and i could not wait any longer. Eventually we agreed that they must collect first thing on Thursday at 8am. When i arrived at work at 11am the package was still there. I contacted customer service to lay a complaint and they gave me 3 email address of the managers at the Cape Town branch. I sent them an email and the response was unsatisfactory, i just received an email from one of them asking if they must still collect the package. They did not apologise they pretended like nothing happened. We had to cancel this collection and contact another courier. We feel that this is unacceptable and that someone needs to be held accountable for this huge mess up.</p> <p> </p> <p>DHL is meant to be an elite and efficient courier service but this is the poor service we received. This is the problem with big companies, you expect excellent service but when something like this happens I think its only fair that we as their customer should receive an apology of some sort. Because now we feel like closing our account with Dhl. </p> <p> </p>