Late Delivery/Slow response/Poor Customer Service
<p>My parcel *** has been delayed by customs, but I have worked with DHL before and was followed up and cleared quickly in the past as I have done this for 6 years and I know the procedures. </p> <p>The consultant's of dhl south Africa this time around in a few years has a no care attitude towards my parcel. I pay a lot of money for express service. Firstly I was told I have to contact customs myself and phone was put down in my ear. Then I got to Aletta Shabalala who does not see my order as urgent and follow standard procedures to tell the client it takes 4 to 5 working days to clear which is not the case as I have done this many times. All customs needs is follow up and priority marking and keep on their case to clear my parcel. All documents were given to them. I want a supervisor to phone me as He also did not call me back as promised. It is now 3 days and I needed my parcel today and loosing out on money as I needed it by Wednesday 1ste of June. </p>
Dear Diaan Daniels,
Please accept my sincerest apologies for the manner in which this matter has been handled this far .
I understand that this incident has been of great disappointment to you and 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.
As it currently stands your case has been escalated internally with both our customer care and imports department. I have also requested for our Customs affairs supervisor to contact you today as per your request In as much as we endeavor for positive customer experiences we do not control the customs clearance process. The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country.
I will be handling your case and will keep you updated until the matter has been fully resolved.
Kind Regards,
Ms Buhle.Sekoboane
Customer Care Executive – Executive office
Dear Diaan Daniels,
Please accept my sincerest apologies for the manner in which this matter has been handled this far .
I understand that this incident has been of great disappointment to you and 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.
As it currently stands your case has been escalated internally with both our customer care and imports department. I have also requested for our Customs affairs supervisor to contact you today as per your request In as much as we endeavor for positive customer experiences we do not control the customs clearance process. The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country.
I will be handling your case and will keep you updated until the matter has been fully resolved.
Kind Regards,
Ms Buhle.Sekoboane
Customer Care Executive – Executive office