Hellopeter
Share Your Experience
ww
wanda.nezar wanda.nezar

1 reviews | Active since May 2016

21 Aug 2018, 14:11

Misleading price with bad service - additional broker fees still required for international courier

I am very disappointed at the recent service from DHL and would not recommend them to anyone for international courier services. I sent a package with DHL Express through Postnet to Thailand from Port Elizabeth - R579 courier fee only. It was suppose to be delivered within 3 days. When it reached Thailand the package was held up and they requested a broker fee which I was not aware of. After calling postnet to request that they resolve this I was informed that it was held up at customs. It was then cleared and I was informed that it was dispatched. The receiver called to inform me that they requested another 1350 Bhat to release the package. I called Postnet to investigate. I was informed that DHL handed it over to another broker in Thailand and that I now had to pay 1350 Bhat to get this released. This is double the original payment? The package is still not delivered, 2 weeks later and I was informed that they will not release unless I make this additional payment. This is misleading and unprofessional. If this is the process, why not make it clear when sending this package. The agreement was for DHL to deliver the package to Thailand for R580. Now it seems I only payed to get the package to the airport as DHL then "sub-contracted" this to another broker and still expect me to pay this fee as well??

0
Replies (3)
DHL Express
DHL Express's reply21 Aug 2018, 17:18
Official

Dear Wanda,

Thank you for contacting DHL Express .

Please accept our apologies regarding the inconvenience caused by this matter.

We have reviewed your case, and whilst you are correct in stating that full freight payment was made to a DHL retail partner, which includes our Express door to door delivery service - I assure you that any other cost incurred is no additional payment to DHL but Customs authorities in Thailand.

According to Thailand Customs regulation , all imported goods are require to be cleared with an import permit. The receiver can either apply for one directly with the Customs authority board or select a broker to assist facilitate this process. In this particular instance, the receiver has selected the option of having a broker help to clear their shipments. The broker has charged his standard broker fee for the service, which was payable by the receiver. In addition, once broker started of clearance process with Customs, he was informed of the Import Tax shipment has attracted , which needs to be paid to Thailand Customs authorities to ensure release of parcel.

In as much as we endeavor for positive customer experiences , we do not control the customs clearance process in each country. This is also stipulated on our terms of carriage at the back of your DHL waybill, which also acts as the binding contract between DHL and shipper . The Customs clearance process is regulated and controlled by government officials in each country .

I can appreciate the undue frustration caused by the issue at hand , and hope I have help shed some light on the matter . I have forwarded you an e-mail with my direct contact details.

If you have any further questions, please feel free to contact me directly and I will gladly assist.

Best Rgds,

Ms Buhle Sekoboane
Customer Care Executive Office

DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600

ww
wanda.nezar wanda.nezar's update24 Aug 2018, 10:57
Reviewer Update
Thanks for your response, I called twice, held on both times and were transferred TWICE, and still i was not able to reach you - just kept on hold. I was put on hold multiple times, but with no success. My issue is with the customer service . I do understand the import taxes, but once again , this should be communicated when you accept the fee for send the package. It is not made clear that there will be additional costs incurred. The package was a gift, not "import of goods" and the value of taxes were more than the value of the goods? The receiver was not contacted to collect, they contacted the company, NOT the receiver. I have seen many same instances on hellopeter and it seems that it is not common practice for you to inform the customers that there would be additional fees. You note this is in the contract..... very small print and how many people sending an A5 Envelope size once off actually read this? You do rely on the agent to provide you with the necessary information. Customers who regularly export to other countries could be aware of this, but if you only send one package you do not expect these additional charges. This is a gap in your customer services, which I would have assumed you would address looking at the complaints published on this site? PLEASE ADVISE WHAT I COULD DO TO GET THIS PACKAGE RELEASED so that my friend can actually get her package - but safe to say - i would never use or recommend DHL express. I contracted with DHL, I would expect DHL to deliver the package. If NOT AT LEAST contact the customer to advise there is an issue, which you have not. The receiver had to contact ME to advise that they were requesting additional documentation (which from the agents i was assured were attached) . As i cannot get hold of you, please could you have someone call me to resolve this issue.
ww
wanda.nezar wanda.nezar's update20 Sept 2018, 22:14
Reviewer Update
Postnet refunded my courier fee - the package was marked for destruction in Thailand. I am not happy with the response from DHL, but thanks to the Postnet branch that followed up.