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Bianca C

1 reviews | Active since Feb 2015

12 Sept 2017, 06:13

Lying and misinformation.

Shocking service.

My paperwork has been kept in customs for 12 days.

Was not informed of this.

Contacted DHL South Africa last week, was assured all was sorted out and that the customs fee had been waived due to DHL not informing me of extra costs.

It is literally impossible for me to pay the customs cost from China and the receiver is an institution, not an individual so they can not pay for it on their end.

Today, found out this was not done and the paperwork is still in customs.

Absolutely shocking service, lies and misinformation.

0
Replies (2)
DHL Express
DHL Express's reply12 Sept 2017, 07:49
Official

Dear Bianca,

I tried calling the contact number supp**** without any success, please would you be so kind as to let me know when it would be convenient to contact you to discuss the complaint raised.

Please accept my earnest apology for the inconvenience and undue frustration caused by the delay.

Please provide me with your tracking / waybill number to assist with the complaint.

Kind regards.

Avery Visagie

Customer Care Executive

BC
Bianca C's update18 Sept 2017, 11:30
Reviewer Update
After spending an entire week emailing and repeating myself in every email, the following transpired: 1. DHL China incorrectly filled in the waybill and labelled this as a package instead of documents. 2. As a result, the package incurs TAX through customs. 3. After telling DHL South Africa numerous times that I have no means of paying this as the channels they have as options are not accessible to me from China, I was told to please wait for a response. 4. The response paying is the only option I have. 5. No acceptance of fault from DHL. 6. Package is still in the holding station 7. It was supposed to be delivered on the 31st of August (this is part of my degree paperwork). Ergo: 1. I will post a complaint on here every day that this is not sorted out as a previous agent had promised me that this amount would be waived as this was DHL's responsibility. 2. I will be contacting DHL head office tomorrow and complaining directly to them. 3. I will be posting complaints on every single social media outlet until this is resolved.